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 common issues you may encounter when installing or using Brightmetrics with Zoom.
Installation Issues
Popup blocker prevents authentication redirect
Problem: After clicking Authenticate in Brightmetrics, you are not redirected to the Zoom login page.
Solution: Check your browser's pop-up blocker settings. Add brightmetrics.com and zoom.us to your allowed sites, then try again.
Authentication fails or times out
Problem: You see an error when trying to authenticate with Zoom, or the authentication process seems to hang.
Solution:
- Ensure you are logging in with Admin credentials for your Zoom account.
- Clear your browser cache and cookies, then retry.
- Try using a different browser or an incognito/private window.
- Verify that your Zoom account is active and in good standing.
Diagnostics report errors
Problem: The Brightmetrics diagnostics step reports one or more failures.
Solution:
- If the diagnostics tool offers a Fix it for me option, check the box and click Run Again.
- If the issue persists, note the specific error message and contact support@brightmetrics.com with the details.
Data source shows "pending" for an extended time
Problem: After completing setup, the data source status remains on "pending" or "scheduled" longer than expected.
Solution: Initial data imports can take some time depending on the volume of data in your Zoom account. Allow up to 24 hours for the first import to complete. If the status has not changed after 24 hours, contact support@brightmetrics.com.
Usage Issues
Missing Zoom Contact Center data sources
Problem: You only see Zoom Phone data sources (Phone Calls, User Activity, etc.), but not Zoom Contact Center data sources.
Solution: Zoom Contact Center data sources require an active Zoom Contact Center license on your Zoom account. If you have recently activated Zoom Contact Center, you may need to re-authenticate your Brightmetrics data source to pick up the new data.
Missing Adherence / WFM data
Problem: You do not see Adherence data in Brightmetrics.
Solution: Adherence reporting requires a Zoom Workforce Management license and must be enabled during data source setup. If your Zoom account has WFM and you did not enable it at setup, contact support@brightmetrics.com to have it activated.
Reports show no data for a date range
Problem: A report returns no results even though you expect data for the selected dates.
Solution:
- Verify you have selected the correct data source for the type of data you are looking for.
- Check that your date range falls within the period after Brightmetrics was connected. Brightmetrics imports data from the point of connection forward; historical data before installation may have limited availability.
- Confirm your filters are not excluding all results.
Still Need Help?
If your issue is not covered here, email support@brightmetrics.com with:
- A description of the issue
- Any error messages you see
- The steps you took before the issue occurred
Our support team is available Monday through Friday, 8:30 am to 5:00 pm Pacific.