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How to Run reports

pro-spect
Newcomer
Newcomer

Hello-

We are looking to track certain values every month and I have some questions on how to run reports to obtain the following. 

  • Total number of incoming calls
  • Number of those calls answered
  • Number of those calls the caller abandoned before being answered 
  • Number of those calls that were forwarded to the back up call center
  • Callers average wait time
  • Average call handle time (I believe this one would be taking the average of the "duration" column)

I did go into reports and using the sort feature. I see in the "Call Connected" column, some say Key 1 and some have --. Can you explain what those mean?

 

1 REPLY 1

IP-Man
Community Champion | Employee
Community Champion | Employee

@pro-spect  , Key 1 on call logs means caller pressed 1 to be able to route to another extension or whatever is set up in your IVR menus.

 

Here is our KB article for Phone system reports that you can check.

 

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

 

Please take note of the below prereqs before viewing reports

 

Prerequisites for viewing phone usage reports

  • Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

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