Preventing deletion of Zoom Contact Center consumer surveys and reports when the owner is removed

When a Zoom Contact Center (ZCC) consumer survey owner is deactivated or removed from the Zoom account, their associated survey data and reports may become inaccessible in the Analytics Report. However, the surveys may still appear in the Survey Management section. The following issues may arise:

Missing data: Consumer engagement survey results are missing from Analytics Reports.
Survey visibility: The survey still appears in Survey Management but not in the Contact Center Survey Manager view.
Access issues: Other users cannot access historical survey data or modify the survey.

Consumer engagement survey results should remain accessible in both Analytics Reports and Survey Management, even if the original survey owner is deactivated or removed. This ensures continuous reporting access and data visibility for all users. To prevent data loss and ensure reporting continuity, admins must configure data transfer settings before deleting a user. This ensures that survey data is transferred to a designated admin, preserving access and visibility.

Who should implement this:

Zoom account admins: Ensure data continuity when managing user accounts.
Professional services teams: Apply this setting during new ZCC deployments.
Sales teams & customer success: Advise customers to enable this setting to prevent disruptions.
Customers: Ensure data continuity when managing user accounts.

Requirements for preventing deletion of Zoom Contact Center consumer surveys and reports when the owner is removed

Account owner or admin privileges; or relevant role/privilege
Zoom Contact Center license

How to prevent survey data loss before deleting a user
Next steps

How to prevent survey data loss before deleting a user

To avoid losing survey data when deleting a user, follow these steps. This applies to both new ZCC implementations and existing customers:

Sign in to the Zoom web portal.
In the left navigation menu, click User Management then Users.
Click the Advanced tab.
Under Delete Deactivated Users, select the Transfer user's data when deleting them checkbox.
Under Select data to transfer, select the All consumer engagement surveys checkbox.
Enter the email address of a Zoom Contact Center account admin who will inherit the survey data.
- Note: It is recommended to use the email of a Super Admin of the Zoom account who is also a Zoom Contact Center admin.
The admin user can then find the user to delete. Once deleted, the surveys and survey data will automatically transfer to the specified admin.

By enabling this setting, survey data will be transferred to the designated admin when a user is deleted, ensuring no loss of reporting visibility.

Next steps

For new customers: Ensure this setting is enabled during onboarding.
For existing customers: Verify that at least one Super Admin is set to receive transferred survey data.
For impacted customers: If survey results are already missing, contact Zoom Support to inquire if data recovery is possible.

Preventing deletion of Zoom Contact Center consumer surveys and reports when the owner is removed

Requirements for preventing deletion of Zoom Contact Center consumer surveys and reports when the owner is removed

Table of Contents

How to prevent survey data loss before deleting a user

Next steps