Zoom Contact Center metrics glossary

Publisher

Zoom Communications

URL

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061948

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Zoom proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The metrics glossary (KB0061948) probably documents the legacy reporting metric set rather than CX Analytics datasets. inferred in context
• In the Zoom Contact Center glossary, Handling Duration is talking duration plus wrap-up duration. in context
• Short Abandoned counts voice or video engagements the consumer ended while queued, where the wait did not exceed the queue's short-abandon threshold. in context
• The Zoom Contact Center metrics glossary defines Service Level as the percentage of calls answered within a threshold time, 30 seconds by default. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Zoom Contact Center metrics glossary. WarmTransfer. https://warmtransfer.net/knowledge/sources/zoom-kb0061948-zcc-metrics-glossary

BibTeX

@misc{warmtransfer-zoom-kb0061948-zcc-metrics-glossary,
  title  = {Zoom Contact Center metrics glossary},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/zoom-kb0061948-zcc-metrics-glossary},
  note   = {Zoom Communications, accessed 2026-09-24}
}