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Recent Activity

Latest Posts Trending Posts Solved Unanswered

Freelancer Virtual Assitance and reporting

Anyone can refer a freelancer in Latam a power user of Zoom Contact Center who can help us with a few projects? We r seeking someone to deliver fast prototyping and dev work when it comes to deploying IVR - Virtual Assistant and reporting needs. Any ... Show more

Anyone can refer a freelancer in Latam a power user of Zoom Contact Center who can help us with a few projects? 
We r seeking someone to deliver fast prototyping and dev work when it comes to deploying IVR - Virtual Assistant and reporting needs. 
Any leads will be appreciated. 


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Resolved! Confusion/Question around Wallboards

Hello, I'm wondering if I'm just not seeing this or if it exists.I'm creating a Wallboard view, and I want to be able to see agents that are opted-in/out of a queue. So for example, if I'm looking at a specific Voice Queue, and I'm looking at Agent A... Show more

Hello,

 

I'm wondering if I'm just not seeing this or if it exists.

I'm creating a Wallboard view, and I want to be able to see agents that are opted-in/out of a queue. 

 

So for example, if I'm looking at a specific Voice Queue, and I'm looking at Agent Availability details, I can see Agents that are marked Ready (regardless if they are actually opted-in to this Voice Queue). So at quick glance it may appear that I have 3 Agents ready.... but not calls are being answered because the agents are actually opted-out of the queue itself.

 

Anyone else run into this and have a solution? (Did I just not see the wallboard widget I need for this?)

 

Thanks!


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Voice queue summary report

I am trying to understand the metrics on the voice queue summary report for ZCC. for example, what's the difference between offered and offers total. 

ZCC Reporting

I need to build a subscription report for call details (call count, average hold, average call duration, etc.) in our Contact Center to report on calls during certain time of the day. Mainly Monday-Friday 5pm till 7am and all-day on the weekends. I c... Show more

I need to build a subscription report for call details (call count, average hold, average call duration, etc.) in our Contact Center to report on calls during certain time of the day. Mainly Monday-Friday 5pm till 7am and all-day on the weekends. I can't seem to find a way to select times and the stats we need. 

 

Any advice?


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Agent Time Clock

Is there a report in the Zoom Contact Center that tracks agents time as a time clock?  For example, if an agent logs into a campaign and logs out the platform tracks agent's activity.  Talk time, wrap up time, etc.

 

Livetrak L-12 Question about USB Input

Hello, I have a Zoom Livetrak L-12 mixer. I plugged it into my PC as an Audio Interface (switch on the rear panel of the mixer). I have installed the correct drivers for Windows 10. The operating system recognizes the hardware correctly. When I selec... Show more

Hello, I have a Zoom Livetrak L-12 mixer. I plugged it into my PC as an Audio Interface (switch on the rear panel of the mixer). I have installed the correct drivers for Windows 10. The operating system recognizes the hardware correctly. When I select USB channel 1-2 on L-12 (the backlight comes on), the mixer plays music from the computer correctly. When I turn off USB 1-2 and turn on USB 3-4 (the backlight comes on), the signal from the computer does not reach the mixer. The analog inputs of channel 11-12 (i.e. USB 3-4) work properly. Could there be any damage to the digital USB 3-4 input? How can I check this? I reinstalled the drivers and checked the situation on several different computers. It's the same everywhere.


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Resolved! Analytics and Reports

I manage multiple call queues and trying to find a way to have a dashboard to monitor volumes, wait times, svc level and who is logged in and out for all queues in 1 location. I went to the Zoom Learning Center and the first lesson tells me to open t... Show more

I manage multiple call queues and trying to find a way to have a dashboard to monitor volumes, wait times, svc level and who is logged in and out for all queues in 1 location.

 

I went to the Zoom Learning Center and the first lesson tells me to open the Zoom Desktop Client and select the Zoom Contact Center Icon at the top menu.  I don't have that icon.  I downloaded the most current update and still not there.

 

What am I missing?


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reply-icon Latest Reply - 

Voice Queue Summary Report Uncertainity

Hello, I want to be able to report on how many calls were offered (once) and answered, and how many were long abandoned. I use the above mentioned report and would expect that the difference between those offered and handled would be the abandoned lo... Show more

Hello, I want to be able to report on how many calls were offered (once) and answered, and how many were long abandoned. I use the above mentioned report and would expect that the difference between those offered and handled would be the abandoned long total but it is not.

There are so many column options in the report that I may not be using the correct ones but  there are discrepancies between the subtracted results and abandoned Long.

In fact for Q2  there were 395 offered and 380 calls answered so I would assume the volume abandoned would be 15 but it is showing 24 so where did those other 9 calls go?

 

A question also- if a call is both declined and the caller hung up, is it categorised as 1 or the other or can it be both?

Thanks

NameA OfferedB HandledSubtracted A&BAbandoned LongMISSING
Q4 123118532
Q1 30429014113
Q3 5048211
Q6 424023-1
Q2 3953801524-9
Q5 174168651

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