You're invited to Zoomtopia 2022! Our annual user conference will take place in the Americas on November 8-9 and in APAC, Japan, and EMEA on November 17.Learn more about our hybrid event experience
Everything you need to work together, all in one place.Explore Zoom One's Collaboration Tools
Connect virtually from anywhere with Zoom Meetings
Collaborate together with Zoom Chat
Call the world with Zoom Phone
Create and brainstorm with Zoom Whiteboard
Rich conversation analytics to improve sales
Send and receive messages and calendar invitations
Innovative video solutions for every meeting space.
Bring meeting spaces online with Zoom Rooms
Conference Room Connector links existing rooms to Zoom
Innovative solutions for every space
Solutions to host impactful virtual and hybrid experiences.Find a Solution for Every Event
Host hybrid and virtual events with Zoom Events
Elevate your brand with single session events powered by Zoom Sessions
Broadcast at scale with Zoom Webinars
Host and attend classes, group events, and more OnZoom
An omnichannel cloud solution optimized for video.
Engage customers with Zoom Contact Center
Deliver intelligent support with conversational AI
Zoom solutions elevate collaboration across vertical use cases.Discover Zoom Industry Solutions
Enabling exciting new ways to teach, learn, and connect globally
Transforming client engagement and employee experiences
Improving collaboration between agencies, ministries and constituents
Connecting care, collaboration, and medical innovation
Real-time communication, anywhere in the world
Bridging the in-store and online experiences
Expert support and services for all your design, strategy, implementation, event, and hardware needs.
Flexible subscription plans for hardware
An open platform that allows developers to build Zoom apps and integrations.
Explore over 1,500 apps in Zoom App Marketplace
Documentation for building on Zoom's platform using APIs, Webhooks, and SDKs
Resources that help developers evaluate & build with our solutions
Post your questions and get help from our developer community
Zoom Partners bring Zoom's communications platform to market through alliance, sales, and service partnerships.
Explore Zoom's technology ecosystem
Find a trusted Partner
Learn about Zoom's Partner Programs
Access marketing & sales resources
Login to the Partner Portal and click 'Learn'
Discover new ways to use Zoom solutions to power your modern workforce.
Access expert-led tutorials on Zoom products and features.
Network with other Zoom users, and share your own product and industry insights.
Get documentation on deploying, managing, and using the Zoom platform.
Keep your Zoom client up to date to access the latest features.Download Center
Download hi-res images and animations to elevate your next Zoom meeting.Browse Backgrounds
2022-09-05 03:38 AM
With regards to the User Usage report the system emails out. Where can that report be customized? For instance the report shows Outgoing and Received calls but those totals include internal and external calls. We not interested in calls between extensions. We want to change that to just show calls coming from outside and calls being made outside our organization. Same with Missed calls. We just want to see what external calls were missed.
Then we would like to add an agent idle time. The current report shows total call time. But we would like to add idle time to see how long our agents sit and wait for calls to come in. Taking total call time less amount of working hours per day wont work as people go to the bathroom, coffee break and lunch.
2022-09-08 10:36 PM
Please explore the Zoom phone power pack. It has advanced Reporting and Analytics capabilities here. You can add it as an add on to your phone license:
In addition you also get Desktop Power user functionality in the same add on
Hope that helps
2022-09-12 01:49 AM
We do have the power pack. Our problem is the data that's displayed aren't really relevant to a call center and we have no option to customize these reports to what we need. The upsetting part was we asked when we signed up about this and we were told it would cater for our needs but up to date it hasn't.
2022-09-13 09:43 AM
Hi @Johanvc ,
I would recommend you to explore the Zoom Contact center solution, that comes with much more advanced Analytics and reporting. It will be some rework for you but definitely worth a try.