Request for Official Documentation on Zoom Phone Metric Calculation Formulas and Logic

Hi Zoom Community and Product Team,

Our organization heavily relies on Zoom Phone Analytics and the Admin Portal for our daily operational reporting, compliance, and auditing. While the existing knowledge base articles (like the Call Queue Analytics KPIs Glossary and Usage Dashboards) do an excellent job of defining what the metrics are, there is currently no official documentation detailing how they are calculated.

We need a whitepaper or technical document straight from Zoom that breaks down the underlying computation logic, specific formulas, and data structures used to aggregate these numbers. Without transparent, mathematically defined formulas for metrics like average handle time, voicemails, hold times, and abandoned calls, it is incredibly difficult for us to confidently audit their data or map Zoom’s native metrics to internal BI tools.

Please consider publishing a detailed technical calculation methodology guide for Zoom Phone metrics.

Thank you!