Our Zoom integration is currently in Beta and not publicly available, with limited spots for new testers. If you're interested in being an early tester, let us know at support@brightmetrics.com.
This guide covers how to use Brightmetrics reporting and analytics with your Zoom Phone and Zoom Contact Center data.
Prerequisites
- A Brightmetrics account with an active Zoom data source (see our Install Guide for Zoom)
- Reports and Dashboard Creator permission level (or higher) within Brightmetrics
- For Zoom Contact Center data sources: a Zoom Contact Center license on your Zoom account
- For Workforce Management data: a Zoom WFM license, enabled during setup
Available Data Sources
After installation, Brightmetrics imports your Zoom data into the following data sources. Depending on your Zoom licenses, you may see some or all of these.
Historical Reports — Zoom Phone
| Phone Calls | Call-level records including direction, duration, ring time, talk time, call result, caller/callee details, and device information. Use this for overall call volume analysis and user-level performance. |
| Phone Call Paths | Path-level records showing how calls were routed, including department, cost center, site, and transfer activity. Use this for understanding call flow and routing patterns. |
| Phone Queue Performance | Queue-level call metrics with dimensions for queue name, answering agent, queue result (answered, abandoned, overflowed), and caller details. Includes calculated metrics for answer rate, abandon rate, overflow rate, and average wait/talk/hold times. Use this for call queue service level analysis. |
| User Activity | Tracks user presence and contact center status changes over time. Use this for understanding agent availability and status patterns. |
Historical Reports — Zoom Contact Center
| Contact Center Engagement Log | Engagement-level detail across all channels (voice, chat, SMS, email, video), including flow, queue, and agent handling stages with durations. Use this for end-to-end engagement analysis. |
| Contact Center Agent Performance | Agent-level performance data, including handle time, conversation duration, hold time, transfer counts, wrap-up time, and inbound/outbound breakdowns. Use this for agent productivity and coaching. |
| Contact Center Queue Performance | Queue-level metrics, including offered, abandoned, handled, overflow counts, speed of answer, wait times, and callback metrics. Use this for service level and queue efficiency analysis. |
| Contact Center Flow Performance | IVR/flow-level data showing how engagements move through your contact flows, including upgrade rates, queue offer rates, and time-to-handle. Use this for optimizing your IVR and routing design. |
Historical Reports — Workforce Management
| Adherence | Schedule adherence data, including total scheduled time, in-adherence time, out-of-adherence time, start delays, and early departures by agent, scheduling group, and activity type. Requires a Zoom WFM license. |
Real-Time Dashboards — Zoom Phone
| Zoom Real Time User Status | Live view of each user's current presence (Available, Away, DND, In Meeting, On Phone Call, etc.), presence duration, call state, and connected party. Includes cumulative daily totals for time in each presence state and call counts. Filter by call queue membership, user group, role, shared line group, or call pickup group. |
| Zoom Real Time Phone Queue Status | Live queue-level metrics, including inbound calls, completed calls, abandoned calls, overflowed calls, average handle time, average in-queue wait time, and average wrap-up time. |
| Zoom Real Time Phone User Timeline | Timeline view showing the last 24 hours of user status changes. Filter by call queue membership, user group, role, shared line group, or call pickup group. |
Real-Time Dashboards — Zoom Contact Center
| Zoom Real Time CC Agent Status | Live agent status (Ready, Not Ready, Occupied, Offline) with status duration, current reason code, active call queue, and caller information. Includes daily totals for handle time, calls answered/missed/refused/declined, login time, and on-queue time. Filter by queue, team, skill, or role membership. |
| Zoom Real Time CC Queue Status | Live queue metrics across all channels (voice, chat, email, SMS, video), including current calls in queue, longest wait times per channel, and daily totals for offered, abandoned, handled, and transferred counts. Includes calculated service level percentage and abandon rate. |
| Zoom Real Time CC Queue Calls | Live list of individual engagements currently waiting in contact center queues, showing wait time, channel, caller number, flow name, distribution type, and task priority. |
| Zoom Real Time CC Agent Timeline | Timeline view showing the last 24 hours of agent status changes. Filter by queue, team, skill, or role membership. |
Building Reports
Brightmetrics provides two types of reports: Summary Reports and Detail Reports.
Summary Reports
Summary reports aggregate your data across time intervals and groupings. See our Creating a Report article for a full walkthrough.
Detail Reports
Detail reports show individual record-level data. The process is the same as creating a summary report — select Detail at the report type step instead of Summary.
Scheduling Reports
You can schedule any report to run automatically and be delivered via email. After building your report, click Schedule, set the frequency, enter recipients, choose a delivery format (PDF, CSV, or Excel), and click Save.
Building Real-Time Dashboards
Real-time dashboards provide live visibility into your Zoom Phone and Contact Center operations. See our Creating a Dashboard article for a full walkthrough. Dashboards auto-refresh to show current data — no manual refresh is needed.
Common Use Cases
Call Volume Analysis
Use the Phone Calls data source with a summary report grouped by Direction and time interval to understand inbound vs. outbound call patterns throughout the day.
Phone Queue Service Levels
Use the Phone Queue Performance data source to track answer rate, abandon rate, and overflow rate by queue. The calculated fields provide ready-made percentage metrics. For live monitoring, pair with Zoom Real Time Phone Queue Status on a dashboard.
Zoom Contact Center Queue Monitoring
Use the Zoom Real Time CC Queue Status dashboard to monitor current calls in queue, longest wait times across all channels (voice, chat, email, SMS, video), and daily service level percentage. For historical trends, use the Contact Center Queue Performance data source in reports.
Agent Performance Review
Use the Contact Center Agent Performance data source to compare handle time, hold time, wrap-up duration, and transfer rates across agents. For live monitoring, the Zoom Real Time CC Agent Status dashboard shows each agent's current state, daily call counts, and handle time.
Agent Timeline
Use the Zoom Real Time Phone User Timeline or Zoom Real Time CC Agent Timeline dashboards to see a visual timeline of how agents have spent their day over the last 24 hours — helpful for coaching conversations and identifying patterns.
IVR Effectiveness
Use the Contact Center Flow Performance data source to analyze how engagements move through your flows. Track flow-to-queue offer rates and time-to-first-handled to identify bottlenecks.
Schedule Adherence (WFM)
Use the Adherence data source to track agent schedule compliance. Group by Scheduling Group or Activity Type to identify patterns in adherence gaps.
Multi-Channel Analysis
The Zoom Contact Center data sources support voice, chat, email, SMS, and video channels. Use the Channel dimension in reports to compare engagement volumes and handle times across channels, or filter dashboards to focus on a specific channel.
Sharing and Permissions
- Share reports and dashboards with other Brightmetrics users by clicking the Share button.
- Read-only users can view shared dashboards and reports, but cannot create or edit them.
- To add additional users, see Adding a User or Providing Access to Brightmetrics.
Getting Help
See our articles for how to create dashboards and build reports. For direct assistance, email support@brightmetrics.com.