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pro-spect
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May 11, 2023
Question

How to Run reports

  • May 11, 2023
  • 1 reply
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Hello-

We are looking to track certain values every month and I have some questions on how to run reports to obtain the following. 

  • Total number of incoming calls
  • Number of those calls answered
  • Number of those calls the caller abandoned before being answered 
  • Number of those calls that were forwarded to the back up call center
  • Callers average wait time
  • Average call handle time (I believe this one would be taking the average of the "duration" column)

I did go into reports and using the sort feature. I see in the "Call Connected" column, some say Key 1 and some have --. Can you explain what those mean?

 

    1 reply

    IP-Man
    Community Champion | Employee
    IP-Man
    Community Champion | Employee
    May 11, 2023

    @pro-spect  , Key 1 on call logs means caller pressed 1 to be able to route to another extension or whatever is set up in your IVR menus.

     

    Here is our KB article for Phone system reports that you can check.

     

    https://support.zoom.us/hc/en-us/articles/360054358152-Viewing-phone-usage-reports

     

    Please take note of the below prereqs before viewing reports

     

    Prerequisites for viewing phone usage reports

    • Business, or Education account
    • Account owner or admin privileges
    • Zoom Phone license

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