Expo XT Zoom Contact Center for Power BI

Unlock Zoom Contact Center Insights with Expo XT for Power BI

Expo XT Zoom Contact Center Analytics for Power BI helps organizations transform Zoom Contact Center data into interactive Power BI dashboards and reports. The offer provides clear visibility into queue performance, call volume, abandoned calls, SLA compliance, average call handle time, agent activity, and detailed contact center interactions.

This solution is designed for contact center supervisors, operations leaders, analysts, workforce management teams, finance teams, and business stakeholders who need a better way to monitor performance, review trends, and share operational insights across the organization.

Many contact center teams need more flexible reporting than standard exports or disconnected spreadsheets can provide. Expo XT helps address this need by bringing Zoom Contact Center data into Power BI, where teams can analyze queue activity, identify service-level issues, review abandoned call patterns, compare agent and queue performance, and drill into detailed call records.

Key Benefits:

• Queue Performance Analytics: Review total calls, abandoned calls, average call handle time, abandonment rate, SLA compliance, and queue-level trends.
• Queue Summary Reporting: Compare queues by total calls, abandonment rate, SLA compliance, average handle time, average talking time, waiting time, and wrap-up time.
• Call Volume Analysis: Track inbound, outbound, abandoned, and total call activity by day, queue, user, and selected date range.
• Agent and User Scorecards: Review calls by user, inbound calls, outbound calls, abandoned calls, average handle time, talking time, waiting time, and wrap-up time.
• Call Detail Reporting: Drill into individual contact center records with fields such as start time, direction, caller number, callee number, result, flow name, duration, queue name, agent name, and disposition.
• Disposition and Outcome Insights: Analyze completed, resolved, long abandoned, voicemail, transferred, and other contact outcomes to understand customer journey results.
• Power BI Native Reporting: Use interactive dashboards, filters, and scorecards to share contact center insights with supervisors, operations teams, finance, and leadership.

Designed for Contact Center Operations

Expo XT gives teams a centralized Power BI view of Zoom Contact Center performance. Reports can be used for daily monitoring, service-level reviews, queue analysis, staffing discussions, performance reporting, and leadership updates.

Getting Started

Expo XT requires an active Expo XT subscription and a Microsoft Power BI environment. Customers authorize access to Zoom Contact Center data and use Expo XT reports to analyze performance in Power BI.

For more details, visit https://www.metropolis.com.