Managing Zoom Contact Center CX Analytics roles and permissions

CX Analytics is the new and enhanced reporting framework for Zoom Contact Center. To access reports and data within CX Analytics, admins must grant the appropriate permissions to users. These permissions are configured at the role level, meaning all users assigned to a specific role will share the same access. Role settings can be managed by navigating to Contact Center Management then Roles in the Zoom web portal.

Requirements for managing Zoom Contact Center CX Analytics roles and permissions

Table of Contents

Default Zoom Contact Center CX Analytics roles

The default roles include built-in CX Analytics permissions that cannot be changed. The specific permissions are listed in the table below.

 
Default roleCX Analytics permissions
Admin
  • View/Edit access to Reports, Logs and Dashboards
  • Full data scope and visibility
Content
  • View/Edit access to Reports, Logs and Dashboards
  • Visibility of Agent, Queue and Engagement data within their own queues/teams
  • No visibility of Flow data
Content
  • View access to Reports and Dashboards
  • No data scope and visibility

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.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
  2. In the navigation menu, click Contact Center Management then Roles.
  3. Click the name of the role you want to edit.
  4. Click the CX Analytics (new) tab.
  5. Change the CX Analytics role privileges as needed.
  6. Click Save.

CX Analytics role privileges