✔️Reporting & Analytics

Access and interpret Zoom Phone reports and dashboards to monitor call quality, track usage, measure performance, and make data-driven decisions.

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⏱️ Estimated Time: 10-15 minutes to understand key reports

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👤 Who's This For

Zoom Phone administrators, managers, and supervisors who need to monitor system performance and user activity.

💼 Use Case

Use this guide to understand available reports, track key metrics, identify issues, measure adoption, and optimize your phone system based on real data.

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✔️ Prerequisites

• Admin access to Zoom web portal

• Phone system live with call activity

• Understanding of your organization's performance goals

• At least 24-48 hours of call data for meaningful insights

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Understanding Zoom Phone Analytics

Zoom Phone provides three main categories of analytics:

Call Logs: Detailed records of every call (who, when, duration, outcome) Dashboards: Visual analytics for quality, usage, and performance Reports: Exportable data for specific time periods and metrics

Data Collection Note: Not all calls collect quality data. Short calls (under a few seconds) may not have quality metrics. Call history and quality of service (QoS) use different datasets.

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Accessing Reports & Dashboards

Call Logs:

• Navigate to Phone System Management > Call Logs

• View detailed call history across your organization

Dashboards:

• Navigate to Dashboard > Phone tab

• Access Usage & Adoption and Quality of Service analytics

User-Specific Reports:

• Navigate to Phone System Management > Users & Rooms

• Click user name > History tab for individual call history

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Call Logs: Understanding Call History

Viewing Call Logs

1

Access Call Logs

• Navigate to Phone System Management > Call Logs

• Use New View for advanced filtering options

2

Key Filters Available

• Date range

• Call type (inbound/outbound/internal)

• Call result (connected/canceled/no answer)

• Extension type (user/queue/auto receptionist)

• Number type (direct/toll-free)

• Site (if multiple sites enabled)

• Spam calls

• Call events (transfer/recording/etc.)

3

Export Data

• Click Export to CSV to download filtered call logs

• Use for billing reconciliation, audits, or analysis

Understanding Call Log Columns

From/To: Caller and recipient information

• Shows display names for internal users

• Shows caller ID for external calls

• "Anonymous" for hidden caller IDs

Result: Call outcome

• Call Connected: Call answered

• Call Cancelled: Caller hung up while ringing

• No Answer: Not answered, declined, or sent to voicemail

Path: How the call was routed

• Extension: Direct dial to user

• Auto Receptionist: Through IVR menu

• Call Queue: Distributed to queue members

• PSTN: External call via phone network

• Shared Lines: Call delegation or shared line group

• Monitor: Call monitoring (listen/whisper/barge)

• Takeover: Supervisor took over call

Duration: Total call length Charge: Cost for the call (if applicable) Site: Associated site (multi-site accounts)

Identifying Special Call Scenarios

Transferred Calls:

• Click Details to see transfer destination

• Warm transfer: Shows separate log entry for consultation

• Blind transfer: Shows "Transfer" label in Path column

Merged Calls (Conference):

• Click Details to see all participants

Call Queue Calls:

• Click Details to see which members were tried

• "Busy" label indicates member skipped the call

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Quality of Service (QoS) Dashboard

Monitor call quality across your organization.

Accessing QoS Dashboard

• Navigate to Dashboard > Phone tab

• Click Quality of Service

Key Quality Metrics

Call Quality Score: Overall quality rating (1-10 scale) Jitter: Variation in packet arrival time (lower is better) Packet Loss: Percentage of lost data packets (lower is better) Latency: Time delay in call audio (lower is better)

Filtering Quality Data

• Filter by date range

• Filter by extension (user, call queue, auto receptionist, common area, Zoom Room)

• Filter by site (if using multiple sites)

• Identify problem users or locations

• Track quality trends over time

Using QoS for Troubleshooting

Poor Quality Indicators:

• Call quality score below 7

• Packet loss above 2%

• Jitter above 30ms

• Latency above 150ms

Common Causes:

• Network congestion

• WiFi interference

• Insufficient bandwidth

• Firewall configuration issues

• Geographic distance

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Usage & Adoption Dashboard

Track how your organization uses Zoom Phone.

Viewing Usage Dashboard

• Navigate to Dashboard > Phone tab

• Click Usage & Adoption

Call Activity Metrics

Total Calls: All calls (internal + external) Internal Calls: Between extensions in your account External Calls: To/from outside phone numbers

Call Breakdown:

• Inbound External Calls

• Outbound External Calls

• Inbound Internal Calls

• Outbound Internal Calls

Call Time Metrics:

• VoIP Call Time (internal calls)

• Toll-Free Call Time

• International Call Time

Call Volume Chart:

• Visual trend of call activity over time

• Toggle legends to show/hide call types

Top 10 Leaderboards:

• Top 10 Phone Numbers by call volume

• Top 10 Extensions by call volume

• Filter by inbound/outbound

SMS Activity Metrics

Total SMS Users: Users with SMS enabled Total SMS Messages: Inbound/outbound/internal messages Team SMS: Messages to/from call queues and auto receptionists MMS Messages: Messages with images (tracked separately)

Top 10 SMS Users:

• Filter by Total SMS, Total MMS, or Team SMS

License Utilization

Total Phone Users: Active users (Pro vs. Basic) Total Common Areas: Common area phones by type Total Numbers: Direct numbers breakdown (toll/toll-free/BYOC)

License Details:

• Available licenses by type

• Usage breakdown (User/Zoom Room/Common Area/Other)

• Sort by percentage or number available

Activity Tracking

Monthly Active Users:

• Users who made or received at least one call

• Trend chart showing adoption over time

• Filter by full month or custom date range

User Details Table:

• Activation status (Activated/Ready to Activate/Not Ready)

• SMS usage count

• Voicemail interactions

• Filter by user/common area, site, department/cost center

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User Performance Reports

Track individual user call activity and performance.

Accessing User Reports

• Navigate to Account Management > Reports

• Select Phone System Usage Reports

• Choose report type and date range

Available User Metrics

• Unique outbound calls

• Total call duration

• Average call duration

• Calls by result (connected/no answer/etc.)

• Peak calling times

• Extension-specific activity

Viewing Individual User History

1. Navigate to Phone System Management > Users & Rooms

2. Click user name

3. Click History tab

4. Filter by date or contact

5. View simplified call history for that user

Note: User call history shows less detail than account-wide logs and doesn't include auto receptionist or call queue routing details.

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Power Pack: Advanced Call Queue Analytics

Requires: Zoom Phone Power Pack license

Power Pack provides real-time queue monitoring and advanced analytics for call center operations.

Accessing Power Pack Analytics

• Navigate to Dashboard > Phone tab

• Click Call Queue Analytics

• Or navigate to Phone System Management > Call Queues > Click queue name > Analytics tab

Real-Time Queue Dashboard

Inbound Monitor:

• Calls currently waiting in queue

• Longest wait time (real-time)

• Available agents count

• Average speed to answer

• Service level (% answered within threshold)

Member Availability Report:

• Real-time agent status across all queues

• Zoom app presence status (available/busy/away)

• Current call status for each member

• Search individual members to check status

Historical Queue Analytics

Performance Metrics:

• Average wait time (in-queue)

• Average talk time

• Average wrap-up time

• Average hold time

• Calls abandoned vs. connected

Call Volume Tracking:

• Total calls received

• Connected calls

• Abandoned calls

• Overflow calls

• Trend charts over time

Service Level Analytics:

• Percentage of calls answered within target time

• Customizable thresholds with color coding

• Warning and critical performance indicators

Customizing Power Pack Dashboards

Set Custom Service Level Thresholds:

1. In Inbound Monitor section, click ellipsis icon

2. Click Threshold

3. Select threshold time (e.g., 30 seconds)

4. Set warning value (e.g., 70%)

5. Set critical value (e.g., 50%)

6. Choose colors for each threshold level

7. Click Confirm

Add Custom KPIs:

• Click settings icon

• Select KPIs to add additional columns

• Choose metrics most relevant to your operation

• Click Confirm

Full-Screen Mode:

• Click full-screen icon for wallboard display

• Perfect for call center supervisor dashboards

• Real-time updates visible to entire team

Power Pack Email Alerts

Set up proactive notifications for queue performance:

• Configure alerts for service level drops

• Receive notifications when queues exceed thresholds

• Set up daily/weekly summary reports

• Customize alert recipients by queue or role

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Exporting Data for Analysis

Export Options:

• Call Logs: Export to CSV from Call Logs page

• Usage Dashboard: Export to CSV from Usage & Adoption dashboard

• User Reports: Download reports from Reports section

• Power Pack Analytics: Export queue performance data with custom date ranges

Use Exported Data For:

• Billing reconciliation

• Compliance audits

• Custom analysis in Excel/BI tools

• Executive reporting

• Capacity planning

• Workforce management

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💡 Analytics Best Practices

See Details

Check Dashboards Daily (First Month) Monitor quality and usage daily during the first month post-launch to catch issues early and ensure smooth adoption.

Set Service Level Baselines (Power Pack) Establish realistic service level targets for call queues based on your industry standards (typically 80% of calls answered within 20-30 seconds).

Review Quality Trends Weekly Track QoS metrics weekly to identify degrading network conditions before users complain about call quality.

Track Adoption Monthly Use the Activity dashboard to monitor adoption. Low activity may indicate training gaps or user resistance.

Export Data Regularly Schedule monthly exports of key reports for historical trending and year-over-year comparisons.

Use Real-Time Dashboards (Power Pack) Display queue analytics on monitors in call centers for immediate visibility into performance and agent availability.

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🚀 Quick Wins

See Details

Build Executive Dashboards Export key metrics monthly and create simple executive summaries showing total calls, quality scores, and cost trends.

Set Up Queue Alerts (Power Pack) Configure email notifications when service levels drop below acceptable thresholds so managers can respond immediately.

Identify Training Opportunities Use user performance reports to find power users who can help train others, and identify users who need additional support.

Monitor Cost Trends Export billing data monthly to identify unexpected cost spikes from international calls or toll-free usage.

Create Supervisor Wallboards (Power Pack) Use full-screen mode for real-time queue monitoring on office displays. Keeps entire team aware of queue status.

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⚠️ Common Analytics Issues

See Details

Missing quality data for calls → Very short calls (under a few seconds) don't collect quality metrics. This is normal for abandoned or mis-dialed calls.

Call logs don't show queue routing details → Use New View in Call Logs for advanced call path information. Click Details column to see full routing.

User call history differs from account logs → User history is simplified and doesn't show auto receptionist or queue routing. Use account-wide logs for complete picture.

Dashboard shows no data → Verify date range is correct and includes call activity. Wait 24-48 hours after go-live for dashboards to populate.

Exported CSV missing columns → Export includes only visible/filtered columns. Adjust filters and column settings before exporting.

Power Pack analytics not available → Verify your account has Power Pack license enabled. Contact your Zoom account manager to add Power Pack if needed.

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🎯 Key Metrics to Track

✨ Essential metrics for ongoing monitoring:

Daily:

• Call quality score

• Critical call failures

• Overall call volume

• Queue service levels (Power Pack)

Weekly:

• Total call volume trends

• User adoption rates

• Quality trends by location/user

• Queue performance vs. targets (Power Pack)

Monthly:

• Billing and cost trends

• License utilization

• Feature adoption (SMS, recording, etc.)

• User satisfaction

• Agent performance metrics (Power Pack)

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