| Default role | CX Analytics permissions |
|---|---|
| Admin |
|
| Content |
|
| Content |
|
Custom Zoom Contact Center CX Analytics roles
Admins can create custom roles for Zoom Contact Center CX Analytics either from scratch or by duplicating an existing default role. When duplicating a default role, the new role inherits its CX Analytics permissions. For newly created roles, CX Analytics permissions are disabled by default and must be manually enabled by an admin.
To begin using CX Analytics, identify the roles that require access to reporting, then configure their permissions accordingly.
How to add CX Analytics permissions for users
To grant CX Analytics access, define the appropriate permissions for each role. This is done within a dedicated CX Analytics tab in the role settings, where you can manage view/edit permissions for Reports, Logs, and Dashboards, and set the data visibility scope for users in that role.
- Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
- In the navigation menu, click Contact Center Management then Roles.
- Click the name of the role you want to edit.
- Click the CX Analytics (new) tab.
- Change the CX Analytics role privileges as needed.
- Click Save.
CX Analytics role privileges
- Permissions
- Reports
- View: Allows users to access and view existing reports, including default reports.
- Edit: Allows users to create and duplicate reports.
- Allow exporting: Grants permission to export both default and custom reports.
- Allow subscriptions: Grants permission to subscribe to default and custom reports.
- Logs:
- View: Allows users to access engagement logs.
- Edit:
- Allow exporting: Enables export of log data.
- Erase personal information: Allows users to erase personal data from the engagement log.
- Redact personal data: Allow user to redact personal data in the engagement log.
- Dashboards:
- View: Allows users to view existing dashboards, including default dashboards.
- Edit: Allows users to create and duplicate dashboards.
- Allow sharing: Enables users to share custom dashboards.
- Subscriptions:
- Allow managing all subscriptions under the account: Allow users to edit or delete all subscriptions under the account.
- Reports
- Usage Reports
- Contact Center:
- View: Grants access to the Contact Center usage report under Account Management then Reports.
- Edit:
- Allow exporting: Enables export of usage report data.
- Contact Center:
- User Activity Reports
- Contact Center operation log:
- View: Grants access to operation logs under Account Management then Reports.
- Edit:
- Allow exporting: Enables export of operation log data.
- Contact Center operation log: