Setting Up Zoho Voice

1. Buy voice credits from our store.
   
2. Purchase a phone number.
   
3. Assign phone numbers to your agents directly, or route calls to specific agents using call queue or IVR flow.
   
4. Add all your contacts to the Contacts page.
5. Use the Zoho Voice dial pad to initiate or receive calls.
   

Adding Credits

1. Phone number purchase and monthly rental (Based on the type of number, and country)
   
2. Inbound calls (Based on which country number you use. Incoming is free for Personal numbers)
3. Outbound calls (Based on which destination you call)
4. Missed calls and Voicemail (Per minute incoming charge for that number)
   
5. Forwarded calls (Based on destination number to which call is forwarded)
6. Call recording (0.0025 credits/min)
7. Storage (0.0005 credits/min/month)
   
8. Voicemail transcription (0.05 credits/min)

Check out our call rates in our Voice Pricing section

1. Log in to your Zoho Voice account.
   
2. Go to Settings > Subscription, and then Buy credits.
   
3. Enter the number of credits you want to purchase and click the Buy Credits button. This will take you to Zoho Payments page.
   
4. Enter the required details such as name, billing address, and credit card details and complete the purchase process.
   
5. The selected number of credits will be added to your Zoho Voice account.

While you're on the Trial, you can only use the free credits to make outbound test calls. To purchase credits and numbers, you need to be on the Solo plan or any other paid plans. To start with Solo plan, please select the Solo plan in the store and then buy credits from the add-on section.

Only the Admins can purchase phone numbers and voice credits.

Low Credit Notifications

1. Go to My Profile.
   
2. Turn on Low Credit Notification.
   
3. Enter the credit balances in descending order. 
   
4. You will receive notifications when your credit balance hits the defined 3 values.
   

All 3 values are mandatory. Reminders can be configured only for a credit balance of 100 or less.

---

Buying a Number

1. Personal numbers
   
2. Local numbers
   
3. Toll-free numbers 
   

Read more about the different types of numbers and their capabilities HERE.

1. Go to the Numbers page.
   
2. Select the type of number you want, and select the country the number is associated with.
   
3. Click Search . A list of available numbers will be displayed.
   
4. Click Buy Number to buy the number you want.
   
5. Enter a Display Name for the number for easy identification.
   
6. Select the agents for whom you want to assign this number as the default outgoing number.
   
7. Click Buy and complete the payment using credits.

You can purchase as many phone numbers as you want.

You cannot purchase numbers while on a Trial using the free credits.

Adding Agents

Agent Status Customization

Manual Update

1. Available
   
2. On Break
   
3. Busy
   
4. Offline
   

Auto Update

1. Maximum Unanswered Calls Limit

1. Go to Users tab.
   
2. Select the agent and click Edit.
   
3. Under Agent Status Customization, set a number for Max Unanswered Calls.
   

You can set the max number of unanswered calls ranging from a minimum of 1 min to a maximum of 10 mins.

This setting is applicable only to queue calls. It is not applicable to unanswered calls that are directly assigned to the agent.

2. Call Wrap Up Time

You can set a call wrap up time ranging from a minimum of 1 min to a maximum of 10 mins.

This setting is applicable only to queue calls. It is not applicable to unanswered calls that are directly assigned to the agent.

Agent-to-Agent Calling

Call Config: Enabling Incoming and Outgoing Services

Zoho Voice provides incoming and outgoing calls as separate services. You can enable or disable these services separately from the Config page.

1. Log in to your account and go to the Config page.
   

2. Click on the number and then click the +Edit Phone Config button in the top-right corner.
   

3. Click the Incoming Calls tab. This shows whether incoming service is enabled or not, and allows you to enable or disable it
   

4. Follow the same process for outgoing service by clicking the Outgoing Calls tab.
   

If you disable a service for a particular number, the agents assigned to that number will not be able to use it.

Configuring Outgoing Service

1. Go to Call Config page.
   
2. Select the Outgoing tab.
   
3. Enable outgoing calls for this number.
   
4. Select the agents to whom you want to assign this number for outgoing calls.
   
5. Click Save.
   

Outgoing configuration

Local numbers and Toll-Free numbers are assigned to the Super Admin and all Admins by default. You don't have to select them under the agent selection section.

Configuring Incoming Calls

1. Directly to an Agent

1. Go to Call Config and select the number you want to configure.
   
2. In the incoming tab, select the drop-down menu under Mode. 
   
3. Select Agent as the Mode and select the agent you want to assign to that number. 
   
4. This agent will receive calls made to this number.
   

2. IVR for Incoming Calls

How to Create IVRs

1. Go to the Call Config page and click the Edit Config button for the required number.
   
2. Select IVR as the Mode.
   
3. Click Create New IVR.
   
4. Enter a name for the IVR configuration and then type in the announcement message that your callers will hear when they call this number.
   
5. Create the required IVR menu using the IVR creator. You can use text or audio to configure IVRs.
   
6. If you have already created an IVR that you want to use for this number, click Clone From Existing and select the number associated with that IVR configuration.
   

IVR

If you select a queue consisting of agents who are not assigned to the relevant phone number, they will still be able to receive calls assigned to them in the IVR.

Sub-agents: If an agent is busy or offline, the substitute agent selected in this section will receive the call.

Voicemail: If this is selected, the caller will be asked to leave a voicemail if an agent is busy or offline.

IVR Profile: Cloning

1. Go to the Config page and edit a number.
   
2. Select IVR under Mode
   
3. Click Clone IVR in the IVR Profile section and select the required IVR configuration to be used for the number.
   

When cloning an IVR, even if there are agents or queues in the IVR who the new number is not assigned to, they will still be able to answer the calls assigned to them in that IVR.

3. Call Queues

Adding a Queue

1. Log in to your account and go to Queues.
   
2. Click +Add Queue in the top-right corner.
   
3. Enter a Queue Name.
   
4. Enter a Queue Email Address. This should be a group email address with all the members of the queue included in it.
   
5. Choose if you want to be notified for all missed calls or just the missed calls with voicemails. You can also choose not to get notified. Notifications will be sent to the Queue email address.
6. Upload a queue hold music, or choose from the already uploaded files. 
   
7. Create a new Queue audio profile for this queue. (Queue audio profile configuration is explained in the section below.)
   
8. Choose the Max wait time, Ring type, and the Agents in the queue.
9. Click Save to create the queue with the selected agents.
   
10. You can edit or delete a queue by clicking the buttons next to the queue in the list.
    

Queue music on hold and queue audio profile configuration are available only in the Enterprise Telephony edition(Basic, Standard, Contact Center)

Max Wait Time

Ring Selector

Note: For every agent, the call rings for 30 seconds, then there is a 20-second break, and then it rings again for 30 seconds. This cycle repeats until someone picks up the call. If an agent rejects the call, the ringing stops immediately, then there is a 20-second break, and then it rings again for that agent.

Queue Music on Hold

Queue Audio Profile

To manage the announcement messages for a queue, you need to create a Queue Audio Profile. You can create a queue audio profile and assign it to multiple queues.

Welcome Greetings

Assigning Calls to Queues

1. Go to Call Config page and select the phone number.
   
2. Select Queues as the Mode.
   
3. Select the Queue to which you want to assign calls received by this number.
   
4. Click Save
   

4. Extension Dialing

To set an extension number for an agent, click the Edit button and add the extension number. Extension numbers can be used to land the incoming calls to a particular agent.

To enable Extension Dialing:

1. Go to Call Config page and select the number for which you want to enable extension calling.

2. In the incoming tab, click the drop-down menu under Mode.

3. Select Dial Extension.

4. Click Save.

Now, if a caller calls this particular number, they will be asked to dial in an extension number. Upon entering, the call will be automatically routed to the respective agent.

Please make sure that your callers know in advance the extension number of the required agent. 

5. Call Forwarding

How to forward calls to another number?

How is a forwarded call charged?

When you forward a call from a Zoho Voice number to another Zoho Voice number, you will be charged thrice.

i) Receiving the call using Number-1

ii) Making an outgoing call from Number-1 to Number-2

iii) Receiving the call using Number-2

You can also set up call forwarding inside Call Action Handler and forward calls only when agents are unavailable.

While configuring Business Hours, you can create an Off-Duty Call Action Handler and forward calls to another number during off-duty hours.

---

Text and Audio Messages

1. Welcome Message

When you configure an IVR, welcome message will be played first and then the announcement message of the first level of IVR will be played. Enter the message appropriately.

2. Good Bye Message

3. Feedback Message

Configure a message to be played requesting your caller to give a feedback about the quality of service provided.

4. Call Recording Notification Message

You can configure a message to notify your callers or recipients that you will be recording the call for quality purposes. Some countries mandate this notification. Please configure accordingly.

5. Off-Duty Hour Message

You can configure an off-duty message to be played when this number receives a call during off-duty hours.

6. Holiday Message

Configure a message to be played when you receive calls on a holiday. This message is specific to each holiday. See detailed steps to configure Holidays in the Holidays section below.

---

Text-To-Speech Mode

You can configure all the messages in Zoho Voice using text-to-speech or by uploading an audio file. To configure your messages using our text-to-speech engine, simply type the text in the text box and select the language and voice. The messages will be played based on the configurations.

Language Selection

Zoho Voice supports text-to-speech in 16 languages. Enter your message in English, Chinese, Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, or Turkish. Make sure you select the correct language from the language selection box.

Voice Selection

You can select between a Male and Female voice for your text-to-speech messages.

Audio Mode

You can record a custom audio and upload that audio file in Zoho Voice to configure all the messages including welcome, goodbye, feedback, call recording notification, off-duty hours, holidays, and IVR messages.

You can also play the uploaded audio using the play button.

All the uploaded audio files will be present in Settings > Audio Files. You can delete or download the audio file from this page.

The audio file you upload in a specific level of IVR will be used for all the menus in that particular level. You don't have to upload separate audio files for every announcement message in a single level of IVR. Eg: You can have menu announcements "Press 1 for support. Press 2 for Sales. Press 3 for Billing" in the same audio file.

Zoho Voice supports only .mp3 and .wav audio formats.

---

Business Hours

Define timezone-specific working hours for each phone number and route calls only during business hours. You can add new business hour configuration or select an already configured business hours.

To configure business hours:

1. Go to Call Config page and select the phone number
   
2. Under Business Hours, you can choose the default business hours (24x7) or create new.
   
3. Click Create New to configure a new business hour config for this number.
   
4. Enter a name for the config.
   
5. Select the timezone for the business hours.
6. Select the on-duty days and select the working hours.
   
7. You can add breaks by clicking the Add Hours.
   

Holidays

You can also select the holidays and route calls accordingly.

1. To add holidays:
   
2. Open the business hours configuration.
   
3. Click Add Holiday under Holidays.
   
4. Zoho Voice shows a list of Regional Holidays for you to choose from. Eg: US Holidays.
   
5. Select a holiday list. This shows all the holidays in that selected list. Eg: Flag Day, Father's Day, etc.
   
6. Click Add+ if you want to add a particular holiday to your holiday list.
   
7. Enter a message to be played when users call you on holidays.
   
8. Click Save.

Off-Duty Hour Settings

You can configure an off-duty message to be played when this number receives a call during off-duty hours.

Missed call notifications and voicemails will be sent to the email address you configure here.

You can also set up a Call Action Handler to divert the calls to sub-agents, forward to another phone number, or ask your callers to leave a voicemail.

---

Call Action Handler

Leave Voicemail

Transfer to Sub-Agents

Forward Calls to Another Number

Call Action Handler can be configured for the following:

1. Phone Numbers - To handle calls when they are directly assigned to Agent, Queues, or Extensions, and the agent/queue is unavailable.

2. Inside IVRs - To handle calls when agents/queues inside the IVR are unavailable.

3. Off-Duty Hours - To handle calls when callers call during off-duty hours.

Contacts Module

The Zoho Voice Contacts module allows you to add your contacts to your account so you can make calls to them easily.

Contacts can be added by uploading from an existing contact list in CSV format, or by adding new contacts in the Contacts page.

Adding a New Contact

1. Go to Contacts > Add

2. Enter the contact details and click Save. Mark the contact as Favourite if you want to add the contact to the Favourites list.

3. You can also add the contact to the Contacts list and then mark it as Favourite .

4. If it is a spam contact, add it to the Spam list by marking the contact as spam as shown below.

 

Importing Contacts From an Existing File

You can import contact from an existing CSV file containing all your contacts.  You can import data only in CSV format with file size less than 2 MB.  First row of the given file will be treated as field names.

1. Go to Contacts > Import

2. Click the  Upload your File  button and select the file you want to upload.

3. You can also download a sample CSV file from that page and use it to properly format the file you want to upload.

4. While importing, you have 4 options

1. Add all the new contacts and replace the existing contacts. Existing contacts will be replaced with the new contact entries found in the CSV file.
   
2. Add all the new contacts and update the existing contacts. If an existing contact's details are different, it will be updated.
   
3. Add all the new contacts and ignore the existing contacts. No changes will be made to the existing contacts.
   
4. Update existing contacts and ignore others. Only the existing contacts will be updated. No new contacts will be added.
   

5. Once you have added all your contacts, you can initiate a call from the contacts page by clicking on the call button next to the phone number.

6. You can check out the recent call logs of a contact.  Click the contact, then go to Recent Logs  and check the logs.

---

ZDialer & Zoho Voice Dial pad

You can use Zoho Voice's dial pad and perform the actions mentioned in this section. If you want to use the ZDialer browser extension to perform these actions from any webpage, install the ZDialer browser extension for the browser that you use.

Dial pad - Making calls

You can make calls in Zoho Voice using the dial pad present at the bottom right corner. Click on the widget to open the dial pad. If you're using the browser extension, click on the widget icon in the webpage to open the dialer.

Select the caller ID from the list of purchased numbers, enter the country code, dial the number you want to call, and click the green button to initiate a call.

dial pad

The dial pad and ZDialer have 4 menus - Contacts, SMS, Logs, and Settings.

Dialer - Contacts

Dialer - Settings

You can configure your dialer settings from this tab. 

Audio device: Choose your audio input and output devices, and test your audio to make sure that your devices are working properly.

Dark theme: If you want to have a dark themed dialer, enable the dark theme here. 

Call stats report: Enable call stats to get reports on the latest call you made. This report has details on packet loss, jitter, and round trip time (RTT).

Debug logs: Enable debug logs if you want to send us the logs to diagnose any issues.

---

Integrations

Zoho Voice offers integrations with other Zoho apps such as Zoho CRM, Zoho Desk, Bigin, and Zoho One.

There are 2 modes of integrations:

Native Integrations

This is a type of integration where Zoho Voice directly integrates with CRM, Desk, and Bigin. Calls are managed using ZDialer.

Check this NATIVE INTEGRATIONS GUIDE to learn about this integration.

Zoho Telephony(PhoneBridge) Integration

Zoho Telephony or PhoneBridge is an integration platform using which you can integrate any cloud-based phone system with other Zoho apps. You can choose your cloud telephony provider from a list of pre-integrated telephony providers. You can choose Zoho Voice as your cloud telephony provider and integrate it with other Zoho apps including Zoho One. 

Check this ZOHO TELEPHONY INTEGRATION GUIDE to learn more about this integration.

---

Power Dialer

Power dialer is a special feature offered by Zoho Voice, that allows you to automate outbound calls and help your agents reach more customers in a given time. It streamlines your outbound call campaigns, increases outbound call quota and boosts your agents' productivity by removing the wait time between calls to prospects.

1. Go to the Power Dialer page and create a new campaign by clicking on Add New Campaign button.
2. Create a Dial Group for the campaign either by uploading new contacts from a CSV file or choosing the existing contacts from Zoho Voice. Only a maximum of 1000 contacts are allowed to be uploaded in a Dial Group. If the number of contacts exceeds hundred, the list will not be loaded.
   
3. Name the campaign and assign the campaign a specific snooze interval between 10 seconds to 300 seconds. By default 10 seconds is defined as the snooze interval for all the campaigns. The snooze timer starts counting down after the end of every call.
   
4. Click Save to save the campaign. The campaign will be added to the list of campaigns in the Power Dialer page.
   

1. On the Power Dialer page, click on the campaign name to get into the specific campaign.
   
2. Inside the specific campaign page, click on the Start Campaign button to initiate the campaign.
   
3. Select the specific outgoing phone number with which you want to make calls or choose Auto Select. Selecting Auto Select option during number selection, automatically chooses an outgoing number assigned to the agent that matches the country code of each of the prospects' phone numbers in the Dial Group. For contacts with no matching dialing numbers with the same country code, the calls are handled via a random number from the list of available dialing numbers.
   
4. Once selected, you will receive an incoming call with the campaign name as caller ID. The incoming call is mainly triggered to confirm the device.
   
5. Accept the call to initiate the campaign.
   
6. You can pause or stop the campaign as per your requirements.
   

On clicking Pause Campaign or Stop Campaign, the current call of the campaign stays undisturbed until its termination and only then the campaign is paused or stopped. If the campaign is paused or stopped during the snooze time, the campaign is immediately paused or halted. Only the user who created the campaign can start the campaign. A campaign once started can be paused or stopped by the creator of the campaign, the Superadmin or Admins.

Power Dialer feature is included in the Contact Center plan. Users in other plans can add it as a feature add-on.

You can choose to add feature add-ons only for the users who need it.  

---

Live Call Monitoring

You can keep track of all the live calls in Zoho Voice. Go to the  Live Calls page to see the following information:

• The number the call is coming from, and number which received the call
  

• Which agent placed or answered the call
  

• Queue details
  

• What time the call was made
  

• Status of the call: ringing, on call, or hanging up
  

• Call duration
  

Live call monitoring

---

Call Barging: Listen, Whisper, and Takeover

Zoho Voice offers intuitive call monitoring with three modes to directly supervise your agents: Call Listening, Call Whispering, and Call Takeover (three-way conferencing). Admins and supervisors can intervene in real time and silently monitor conversations, coach and guide agents behind the scenes, and participate in the conversation with both the agent and the customer.

 

Listen: You can barge and silently listen to calls using the Call Barging (listen only) button available on the Live Calls page. Once the call is barged, an exclusive dial pad pops up with further options for the supervisor to whisper or initiate a three-way call with the agent and caller.

Whisper: When a live call is barged in Zoho Voice, the supervisor can choose to whisper essential details to the agent through a one-way conversation by clicking the Whisper button on the dial pad. This un-mutes the supervisor's line, enabling them to give audio instructions and hints exclusively to the agent. The agent can listen to the supervisor but cannot respond back. The customer is not even aware of the supervisor's whispers.

Takeover: The Call Takeover (three-way conferencing) mode, helps the supervisor intervene and participate in an ongoing live call making the agent-customer conversation into an ad-hoc conference, giving way to three-way interactions. 

Call Barging feature is included in the Contact Center plan. Users in Basic and Standard plan can add Call Barging as a feature add-on.

You can choose to add feature add-ons only for the users who need it. For instance, admins and supervisors. 

---

Call Transfer

Zoho Voice allows you to transfer calls to another agent if you need help with a customer's request. Attend the call from the caller, and then click the Transfer button and search for the Agent to whom you want to transfer the call and click to connect.

 

During this time the initial caller's call will be on hold. So, please mention this to the caller before you put them on hold.  You can now talk to the agent and explain them about the request.

Once you have explained the request to your agent, you can put the caller back on the call and tell them that the other agent will take over.

Now, the call will be transferred and you will be disconnected. This can be seen in the Live Calls page.

The Logs page shows the details about the transferred calls.

---

Spam Number Blocking

Zoho Voice allows you to block spam numbers and add them to a Blocked List, so you don't receive calls from those numbers again.

To block numbers:

1. Go to Settings > Number Blocking.
   
2. Enter the phone number you want to block.
   
3. Specify a reason why you want to block this number.
   
4. Click Save.

You can also block a number from the logs page by clicking the Add to Blocklist button next to the number.

---

Call Recording

Zoho Voice has an option to record calls. You can choose to record incoming calls, outgoing calls, or both. To enable call recording:

1. Log in to your account and go to the Config page.
   

2. Click on the number and then click the +Edit Phone Config button in the top-right corner.
   

3. Click the Incoming Calls tab.
   

4. Switch the Call Recording toggle switch on to enable incoming call recording.
   

5. Follow the same steps for outgoing calls by clicking the Outgoing Calls tab.
   

Admins can access all recordings from all numbers. Supervisors will only be able to access the recordings of technicians who are assigned to them. Technicians will only be able to access the recordings of calls placed or received from numbers that are assigned to them.

To comply with privacy laws, make sure you include a message telling your callers that the call is being recorded.

---

Voicemails

Zoho Voice allows you to request your callers to send voicemails. Voicemails can be configured using Call Action Handler.

You can check the voicemails in the Logs page, or you can receive email notifications for missed calls with the voicemails attached to the emails. 

You can play or download the voicemail, listen to what your caller has to say, and then call them back using the call back button. You can also manually transcribe the voicemails using the Transcription option.

---

Email Notifications - Missed Calls/Voicemails

You can choose whether you want to receive email notifications for missed calls. 

Email notifications can be configured:

1. Only for missed calls with voicemail.
   
2. For all missed calls irrespective of voicemail.
   
3. No notifications for any missed call.
   

To configure missed call notifications:

1. Go to Settings > My Profile.
   
2. Under Email Notifications, select the notification preference.

---

Voicemail Transcription

Using Voicemail Transcription, you can instantly transcribe your voicemails into text, and reduce continuous audio into easily understandable textual data. 

To configure voicemail transcription:

1. Go to the Call Config page.
   
2. Edit the number configuration and turn on Voicemail Transcription.
   
3. Select the language in which your callers would speak in the voicemail.
   
4. Voicemails will be transcribed to the language selected, and transcribed text will be in the same language. 
   

When voicemail transcription is enabled, your agents automatically receive the voicemail audio and text via their respective email addresses or the specific queue email they have associations with—or they can access it directly from the Logs page.

On-Demand Transcription

You can also transcribe a voicemail on-demand by accessing it from the logs page and clicking the Transcribe button.

Supported Languages

Zoho Voice supports voicemail transcription in the following languages.

1. English - US
   
2. English - UK
   
3. French - France
   
4. Japanese
   
5. Portuguese
   
6. Spanish

Voicemail transcription charges of 0.05 credits/min is charged for transcribing a voicemail. If you delete a transcript and transcribe the same voicemail again, transcription charges will be charged again.

---

Voicemail Drop

The Voicemail Drop feature enables your agents to drop prerecorded voicemails when an outbound call is directed to the voicemail.

To drop a prerecorded voicemail:

1. Make an outbound call.
   
2. Wait till it directs you to the voicemail.
   
3. Click the VM Drop button on the dial pad.
   
4. Choose the desired voicemail from the list of prerecorded voicemails that you’ve already uploaded.
   
5. The chosen voicemail is then dropped into the recipient’s voicemail box and the call is terminated.
   

How to upload an audio file for Voicemail Drop

1. Go to Settings and select the Audio Files menu.
   
2. Click on the Voicemail Drop tab.
   
3. Click the +Upload Audio button to upload the required audio file.
   
4. Enter a suitable name for the file.
   
5. Click Upload.
   

---

Call Logs

You can search, view, and export call logs as PDF and CSV files to keep a record of your call logs.

 

Call logs can be filtered based:

1. Date
   

2. Caller number
   

3. Recipient number
   

4. Agent
   

5. Type of call: incoming, outgoing, or missed
   

Once the required log is displayed, click the Export dropdown button and select PDF or CSV to generate the report.

Admins can view and edit all logs of all numbers. Supervisors will only be able to view the logs for the technicians who are assigned to them. Technicians will only be able to view the logs for the numbers that are assigned to them.

Call recordings and voicemails for the calls can be played or downloaded from the Logs page.

---

Dashboard

Zoho Voice dashboard shows different metrics including:

• Number of incoming, outgoing, and missed calls
  

• Number of users
  

• Total duration of calls
  

• Call, agent, and number stats 
  

You can select and view stats related to a particular number or all numbers. You can also choose the time frame you want to see stats for.

 

The dashboard can be set to auto-refresh so that the stats are updated live.

---

Queue Performance Metrics

Zoho Voice offers the Queue Performance Metrics to render an effective oversight of the live queue calls and agents' activities in the queue.  

 

It is a special analytic feature that helps your supervisors to have real-time visibility of various aspects of the queue and lets them closely monitor the calling patterns, trends, performance of various agent teams by measuring and analyzing performance of each team in your organization. This feature presents the required analytical data in a consolidated list view for the supervisors to draw effective actionable insights out of the real time queue data just from a single window.

 

For each queue the following KPIs are measured and analyzed:

 

Agent with most number of missed calls

Displays the agent who had missed most of the queue calls. This easily helps the supervisor to spot the most inert agent in the queue and evaluate the agent's performance in terms of their efficiency and skills. 

 

Agent with most number of answered calls

Displays the agent who had answered most of the queue calls. This easily helps the supervisor to identify the best performing agent in the queue and helps the supervisor to take actions towards distributing the calls evenly across the queue.

 

Answered Calls

Displays the total number of calls successfully connected and answered by the agents in the queue

Timed Out Calls

Displays the number of calls that were disconnected after ringing throughout the allocated waiting time limit of the queue, without successfully connecting to an agent.

Abandoned Calls

Displays the number of calls that were disconnected by the caller before successfully connecting to an agent in the queue

Total Calls

Displays the total number of calls that successfully entered the particular queue regardless of the end status of the calls.

 

No. of active agents in the queue

Quantifies the accurate number of active agents in the queue.

 

No. of active calls in the queue

Enables the supervisor to visually gather the number of ongoing live queue calls within the queue. The supervisor can barge the ongoing calls only via the Live Calls page, the Live calls displayed inside the Queue page is only for monitoring the queue activities visually.

 

Response Time Metrics (MM:SS) and Call Duration (HH:MM)

Response time is the time taken for agents to respond to a call. Call duration is the total duration of a call.

These metrics are measured separately for each queue as well as for the all the queues grouped together, depending on the role and access permissions allocated for the monitoring supervisor who reviews the performance of the queues.

Generally, the Superadmin and the Admin are free to create, edit, monitor, and view analytics for all the queues in the organization. The Supervisor Plus can edit, monitor, and view analytics for only those queues constituting the agents associated with them. Supervisor, Technician and the Telephony Agent can only view a queue but cannot edit, configure or monitor any aspect of the queue.

 

Average response time

Estimates and presents the average amount of time taken by the agents in a specific queue to respond to the calls that arrive into the queue, for a specific time window. This helps the supervisor to gauge and rank the queues based on availability and efficiency.

 

Max response time

Presents the longest amount of time taken by the agents in a specific queue to respond to the calls that arrive into the queue, for a specific time window. This helps the supervisor to enquire and resolve the cause behind the lags or idle time associated with the queue.

 

Average Call Duration

Shows the average amount of talk time taken by the agents in a specific queue to answer and close the calls that arrive into the queue, for a specific period of time.

 

Total Call Duration

Presents the total amount of talk-time taken by each of the agents in a specific queue to answer and close the calls that arrive into the queue, for a specific period of time.

 

Queue Performance Metrics also lets the Superadmin, Admin, or the Supervisor Plus to view Grouped Analytics regarding all the queues they have access to in the organization.

Queue with most number of missed calls

Displays the queue that has missed most number of incoming calls among the group of queues that the Superadmin, Admin, or the Supervisor Plus are directly associated within the organization. The grouping also includes the queues that the Superadmin, Admin, or the Supervisor Plus are not connected with but constituting the agents directly associated to them.

 

Queue with most number of answered calls

Displays the queue that has answered most number of incoming calls among the group of queues that the Superadmin, Admin, or the Supervisor Plus are directly associated within the organization. The grouping also includes the queues that the Superadmin, Admin, or the Supervisor plus are not connected with but constituting the agents directly associated to them.

 

The Queue Performance feature offers Segmented Analytics across a time slice for each Agent's performance in a specific Queue:

 

Answered Calls

Displays the total number of calls successfully connected and answered by the agent for the specific queue selected.

 

Missed Calls

Displays the total number of calls missed by the agent in the queue for the specific queue selected.

 

Average Response Time

Calculates and presents each agent's average time to respond to calls, taking into account all the calls answered by the agent for the specific queue selected.

 

Average Time Per Call

Calculates and presents each agent's average talk time per call, taking into account all the calls answered by the agent for the specific queue selected.

Queue Performance Metrics feature is included in the Contact Center plan. Users in other plans can add it as a feature add-on.

You can choose to add feature add-ons only for the users who need it. For instance, admins and supervisors. 

 

---

Notification Center

Notification Center inside Zoho Voice allows you to see an overview of all the alerts and notifications from Zoho Voice. You can also view the history of notifications and take appropriate actions when necessary. 

My Profile

If you need to change your name, mobile number, time zone, language, or company name in Zoho Voice, you can do it in My Profile .

1. Log in to your Zoho Voice account.
   

2. Go to Settings and then My Profile.
   

3. Edit the required fields and click Update.
   

Daily Reports

Zoho Voice can send daily call reports to you via email. You can enable daily reports in the My Profile page and set the time you want to receive this report. The report contains the call statistics for the last 24 hours prior to the time the report is generated. The reporting time will use the time zone you have selected in My Profile .

 

The super admin, admins, supervisors, and technicians must enable the daily reports separately in their accounts so that they receive daily reports to their email address. Users will receive reports with call stats for the numbers that are assigned to them.

---

Reach out to support@zohovoice.com for any product-related queries.