Request for Zoom API Endpoints: Call Queue Historical Reports and User Performance Reports

Feature Requests
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Continuing the discussion from [Need Help Finding Call Queue Historical Reports and User Performance Reports Data in Zoom API](https : / / devforum . zoom . us / t / need-help-finding-call-queue-historical-reports-and-user-performance-reports-data-in-zoom-api/114532/5):

I would like to request the addition of new API endpoints to enhance the Zoom platform’s capabilities for retrieving specific report data. Currently, our team is utilizing Zoom for various communication needs and heavily relies on comprehensive data analysis to assess performance and optimize our operations.

However, we have noticed that the current API offerings do not include endpoints for retrieving:

Call Queue Historical Reports - This data is essential for understanding trends and metrics related to call queues over a period, such as call volumes, wait times, and other performance indicators.

User Performance Reports - Data regarding individual user performance metrics would greatly aid in performance reviews and identifying areas for improvement.

These reports are crucial for our operational efficiency, allowing us to analyze and respond to performance trends and optimize our team’s efforts more effectively.

Implementing these endpoints would greatly enhance the Zoom API’s utility, providing more comprehensive data access and enabling more sophisticated data-driven decision-making.

Thank you for taking this request into account. We eagerly anticipate the inclusion of these features in upcoming Zoom API releases, as they will greatly benefit all users by providing enhanced data access and reporting capabilities.

Best regards,

Antony.

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I fully agree. Our team also relies heavily on Zoom for call queue management and performance tracking. Having access to Call Queue Historical Reports and User Performance Reports would significantly improve our ability to analyze operational efficiency and make informed, data-driven decisions.

The availability of these reports via API would streamline our workflow and enhance our ability to optimize performance metrics over time.

Looking forward of these features being implemented!

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We would like to express our strong support for the addition of these two critical API endpoints to the Zoom platform.

Regarding Call Queue Historical Reports, our team relies on the call queue management system to monitor and optimize the performance of our customer service operations. Access to detailed historical data -such as service levels, inbound call volumes, call handling times, abandoned calls, and wait times- would allow us to evaluate long-term performance trends, better understand call traffic, and make informed decisions on resource allocation and service improvements.

Regarding User Performance Reports, insights into individual agent performance are crucial for our operational excellence. By accessing detailed user data through the API -such as total inbound/outbound calls, call handling times, missed call percentages, and total call times- we can continuously improve our team’s productivity, ensuring we meet the high standards of service quality that our customers expect.

At CPI, we manage a vast network of over 1,150 partners, 100 service centers, and countless customers. Given the large volume of data, which amounts to thousands of entries daily, manually collecting this information through your platform’s web interface is both time-consuming and inefficient. As we continually strive for operational efficiency and superior customer service, access to these reports through Zoom’s API would enable us to collect and store relevant data entirely automatically, implement improvements based on detailed data analysis, and maintain our market-leading position.

We hope to see these API features included in Zoom’s upcoming releases, as they will greatly enhance the platform’s usability for organizations like ours that rely on data to drive operational success.

Thank you for considering this request and we would greatly appreciate it if you could inform us of your intentions, and, in the case of a positive outcome, provide us with the implementation timeline.

Best regards,

CPI S.A.

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Hi! I would like to know if these capabilities will be implemented in the near future. Our organization relies heavily on Zoom data for its operations. Our Data Science team is looking for ways to make it easier for them to automate and streamline the data.

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Linking feature request here: Need Help Finding Call Queue Historical Reports and User Performance Reports Data in Zoom API - #5 by shcherukuri

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Adding to this thread and this FR is in our roadmap. I will keep you posted on the release date @shcherukuri FYI @gianni.zoom

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Appreciate your help and time on this! Can’t wait for the feature to be implemented! Thank you!!

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Hello, @elisa.zoom , @gianni.zoom ! Do y’all have any updates on the timeline for this feature request?

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I just re engaged with our Engineering team @shcherukuri I will get back to you with an update soon

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Thank you. I’ll be waiting to hear back from you.

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Hi @shcherukuri
Thanks for your patience here.
I was able to get a word with the PM for these endpoints, and they have shared we have this endpoint available that will give you an obervie of call queue analytics

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Hey Elisa, the link you shared is only has higher level overview of call queue. But we are still waiting to hear from about the end points which can gives us access to User performance reports and Call Queue Historical data. These reports are widely used by any company who has integrated their operations with Zoom Phone. Would really appreciate if you can provide an update soon.

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Hi @elisa.zoom -

Thanks so much for your help on this. Unfortunately, the end points you shared are not of the user performance/ call queue historical data reports but generic phone APIs, which require heavy lifting from our end, and is something we did in the past and were not able to match the reports on the zoom.

Happy to join the next dev office hours to get insights on this in detail.