How to Run reports

[pro-spect]

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?

[IP-Man]

@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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