Expo XT for Zoom Contact Center Reporting & Analytics

Expand visibility beyond native Zoom Contact Center reporting.
Expo XT enhances your native analytics by extending visibility across your broader communications environment, connecting Zoom to Avaya, Cisco, NEC, and other enterprise systems.

Track service levels, queue performance, agent activity, and end-to-end customer journeys in one unified dashboard.

Complete Contact Center Visibility

Build on the insights Zoom already provides by integrating with your entire ecosystem.

Cross-Platform Transfers

Gain visibility into what happens when calls transfer from Zoom to another PBX—ensure callers successfully reach their final destination.

Routing Health

Identify calls that route to voicemail after leaving Zoom and detect routing health issues between Zoom and downstream systems.

Hybrid Journeys

Connect the dots across enterprise-wide customer journeys. Zoom shows what’s happening in Zoom; Expo XT shows everything else.

Multi-PBX Analytics for Zoom Contact Center

Follow customer interactions beyond Zoom

Enterprises often run Zoom Contact Center alongside Avaya, Cisco, and NEC. Once a call transfers out, the journey becomes a blind spot. Expo XT eliminates these gaps.

  • Handoff Completion: Track Zoom-to-PBX handoff completion and cross-platform transfer success rates.

  • Outcome Tracking: Identify unanswered transfers and voicemail drop-offs that occur across systems.

  • Path Analysis: Detect failed or delayed routing paths that frustrate customers and increase costs.

Auto Receptionist & Call Path Health

Ensure every inbound call path performs as intended—from the initial DID entry point to the final agent answer.

Call Path Visibility

  • DID-to-destination tracing
  • Inbound routing path visualization
  • Routing anomaly and failed handoff detection

Performance & Completion

  • IVR navigation completion & menu utilization
  • Auto receptionist abandonment & voicemail capture rates
  • Live answer rate and transfer success analytics

Complete Engagement Intelligence

Transform engagement data into operational intelligence by monitoring communication metrics and customer behavior across every Zoom Contact Center queue.

Core Queue KPIs
  • • Service Level Today
  • • Calls Offered & Answered
  • • Average Speed of Answer
  • • Average Handle Time
  • • Queue Occupancy
Engagement Trends
  • • Queue-to-agent transitions
  • • Escalation patterns
  • • Repeat customer interactions
  • • Channel performance
  • • Completion outcomes
Zoom Abandoned Call Dashboard in Expo XT

Skill Coverage Visibility

Align your workforce coverage with real-time demand.Skill-based routing performs best when staffing aligns with customer needs. Expo XT helps operations leaders balance supply and demand across every skill group.

  • Coverage Gaps: Find understaffed or overloaded skill groups.
  • Live Status: Monitor active, available, and idle agent states.
  • Queue Pressure: Forecast shortages and optimize utilization.
Zoom Contact Center Skill Dashboard
Zoom Room Analytics

Zoom Room Analytics Optional

Extend analytics to your hardware investments. Gain better insight into collaboration ROI across your Zoom environment.

  • Active seat utilization and site capacity

  • Underutilized room detection

  • Cost per room-hour and adoption trends

Request the Details

See how Expo XT for Zoom Contact Center helps unify insights with the rest of your communications environment.