User usageReport Info

[Johanvc]

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:

[ccameron]

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]

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 · Accepted solution]

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-historica...

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

[Johanvc]

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.