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Johanvc
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September 2, 2022
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User usageReport Info

  • September 2, 2022
  • 2 replies
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Wonder if somebody can shed some light on my question please. We've setup the system to email us each morning the previous days call totals for each user. What are the totals under completed calls made up from as we having issues with some users numbers not balancing up.  Outgoing and Received = Total. But the other columns doesn't add to completed. Please see picture below:

      Best answer by ccameron

      The other place where there is a mention of "completed calls", is in relation to call queue's.

      Completed Calls / Completed Calls (IN) / Completed (IN): Inbound calls that were answered by a call queue member. 

      https://support.zoom.us/hc/en-us/articles/4409971577613-Call-queue-real-time-analytics-and-historical-KPIs-glossary

       

      Are these folks in a call queue? Hope this helps!

      2 replies

      ccameron
      Community Champion | Employee
      ccameron
      Community Champion | Employee
      September 2, 2022

      Hello,

       

      Thank you for the question. 

      • Total calls: Total calls made and received, including missed and forwarded calls.

      Below you can find a breakdown of how to view the call report.

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

       

      If this answered your question, please click accept as solution. Thank you!

        FORE-Craig
        Specialist
        FORE-Craig
        Specialist
        September 2, 2022

        Hi @Johanvc 

         

        I see what you're saying. The differences vary from user to user for us too, and not by any value shown for that user. Unfortunately, the Support Page that @ccameron referenced doesn't show an explanation for the column labelled "Completed Calls". 

        ccameron
        Community Champion | Employee
        ccameronAnswer
        Community Champion | Employee
        September 2, 2022

        The other place where there is a mention of "completed calls", is in relation to call queue's.

        Completed Calls / Completed Calls (IN) / Completed (IN): Inbound calls that were answered by a call queue member. 

        https://support.zoom.us/hc/en-us/articles/4409971577613-Call-queue-real-time-analytics-and-historical-KPIs-glossary

         

        Are these folks in a call queue? Hope this helps!

          J
          Newcomer
          JohanvcAuthor
          Newcomer
          September 5, 2022

          Yes they are all in different call queues. I've had a look at that link and played around with the numbers and have now worked out where the Completed Calls are calculated from. Total calls excluding Answered by others, Inbound and outbound Calls Cancelled and No Answer = Completed calls.

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