Reporting

We measure FCR, but I’d be careful with the word “manipulated” here, if the metric is being changed after the fact, it usually loses trust pretty quickly internally.

What tends to work better is tightening the definition of what counts as a “resolved” contact and making sure all channels/logs are captured consistently, rather than trying to game the outcome. A lot of teams also split FCR by issue type, because otherwise the numbers can get misleading fast.

hi ​@James Jonas 

According to March 21, 2026 Release notes for Zoom Contact Center

Admins can create custom metrics through an intuitive builder interface that supports variables and standard reporting objects. The feature enables the design of complex calculations, such as first contact resolution based on customer identifiers, to address specific analytical requirements. Admins can define data types, formulas, and bucketing parameters to organize duration metrics into customizable ranges. These custom measures can then be incorporated into dashboards and reports to provide deeper performance insights. This feature is available for Premium & Elite customers.

Other Zoom Contact Center Resources

Zoom Contact Center

https://library.zoom.com/business-services/zoom-contact-center

Creating a Zoom Contact Center CX Analytics custom report

38 must-know call center metrics and KPIs for 2026

https://www.zoom.com/en/blog/call-center-metrics/

Call center dashboard: How to track key metrics and KPIs

https://www.zoom.com/en/blog/call-center-dashboard/

Call center management: A guide to setting goals and reaching them

https://www.zoom.com/en/blog/call-center-management/

Call center automation: A 2026 guide for CX and operations leaders

https://www.zoom.com/en/blog/call-center-automation-a-2026-guide-for-cx-and-operations-leaders/

Call center productivity: How to measure and improve it

https://www.zoom.com/en/blog/call-center-productivity/

Call center coaching: a 2026 guide for contact center managers

https://www.zoom.com/en/blog/call-center-coaching-a-2026-guide-for-contact-center-managers/

Zoom introduces Virtual Agent 3.0 to automate end-to-end customer resolution

https://news.zoom.com/zoom-introduces-zoom-virtual-agent-3-0/

Call center workforce management: Components, best practices, and more

https://www.zoom.com/en/blog/workforce-management-call-center/

Zoom Contact Center helps Vensure provide faster and more seamless client care worldwide

https://www.zoom.com/en/customer-stories/vensure/

How Cricut slashed abandonment rates by 90% with Zoom

https://www.zoom.com/en/customer-stories/cricut/

25 call center best practices for management, CX, and more

https://www.zoom.com/en/blog/call-center-best-practices/

Adding a disposition or note

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064588

You may also be interested in Zoom Customer Engagement Pack which is a Zoom Phone Add-on for teams that manage high volumes of customer calls and messages.

Customer Engagement Pack | Zoom

https://media.zoom.com/download/assets/zoom-customer-engagement-pack.pdf/96b61ac06c0011f182536a6a9b082ead

Viewing Zoom Phone user performance report

Managing Call Queue analytics

Call queue analytics KPIs glossary

Enabling or disabling Zoom Assistant

Viewing Zoom Contact Center CX Analytics logs

Managing Zoom Phone Subscription Center

Managing call queues in the Zoom Workplace app

thanks,  eliot