Managing Zoom Contact Center CX Analytics roles and permissions

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

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

• 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.
  • 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.
  • 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.
  • User Activity Reports
    • Contact Center operation log:
      • View: Grants access to operation logs under Account Management > Reports.
      • Edit:
        • Allow exporting: Enables export of operation log data.
  • Data scope and visibility: Configure which data users within a role can view based on their responsibilities. This includes visibility into agents, queues, engagements, and flows.
    • Agent data: Based on datasets Agent Performance, Agent Timecard.
      • All agents: Users in the role can view data for all agents.
      • No agents: Users in the role cannot view any agent data.
      • Custom agent visibility (combined): Users can view agent data based on selected criteria. At least one of the following options must be selected:
        • Queue agents can view agents in their queues
        • Queue supervisors can view agents in their queues
        • Team agents can view agents in their teams
        • Team supervisors can view agents in their teams (including child teams)
    • Queue data: Based on datasets Queue Performance, Queue Inbound, Queue Outbound, Queue Callback.
      • All queues: Users in the role can view data for all queues.
      • No queues: Users in the role cannot view any queue data.
      • Custom queue visibility (combined): Users can view queue data based on their association with specific queues. At least one of the following options must be selected:
        • Queue agents can view their queues
        • Queue supervisors can view their queues
  • Engagement data: Based on datasets Engagement performance, Outbound Dialer Performance, Disposition.
    • All engagements: Users can view data for all engagements.
    • No engagements: Users cannot view any engagement data.
    • Custom engagement visibility (combined): Users can view engagement data based on their role and relationship to the engagement. At least one of the following options must be selected:
      • Queue agents can view engagements handled in their queues
      • Queue supervisors can view engagements handled in their queues
      • Team agents can view engagements handled in their teams
      • Team supervisors can view engagements handled in their teams (including child teams)
  • Flow data: Based on datasets Flow Performance, Flow Widget Performance
    • All flows: Users can view data for all flows.
    • No flows: Users cannot view any flow data.