Creating a Zoom Contact Center CX Analytics custom report

Requirements for creating and viewing the Zoom Contact Center CX Analytics custom reports

• Account owner, admin, supervisor, or agent role; or relevant privilege
• Zoom Contact Center license

How to create a Zoom Contact Center CX Analytics custom report

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. Click the Try CX Analytics banner.
   You will be redirected to the Reports page.
5. In the top-right corner, click the New report button.
   This button is available on all three tabs (Default reports, My reports, Starred reports) within CX Analytics.
6. In the pop-up window:
   • Enter a display name for your new report.
   • Choose the appropriate data set from the dropdown list.
   • (Optional) Add a brief description to help identify the purpose of the report.
7. Click Add.
   A new tab will open where you can customize the report to your needs. The report will also be saved under the My reports tab for easy access and future editing.

How to edit the Zoom Contact Center CX Analytics custom reports

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. Click the Try CX Analytics banner.
   You will be redirected to the Reports page.
5. Click the My reports tab.
6. Click the custom report you wish to edit.
   A new tab will open.
7. In the top-right corner of the report view, click Edit to enter edit mode.
8. Use the following controls to customize the report:

Controls on the top-left section

• Click the pencil icon  next to the report title to change the report's internal display name and description.
• Click Add Widget to insert visual elements such as charts or tables into your report layout.
• Use Filter by start time to define a time range for the report data.
• Click Add filter to include additional filters based on data dimensions (for example, agent, team, queue).
• To the right of the filters, click the ellipsis icon and select one of the following:
  • Reset all filters: Clears all applied filters.
  • Settings: Configure how report filters behave.
    • Filter rules: Choose whether all conditions must be met or if any condition is sufficient to include data in the report.
    • Time range settings: Customize how the time-based filters apply to your data.
      • Time range filter: Specify which timestamp field the report uses to filter data.
      • Filter Type: Select a predefined time range or specify a custom start and end date.
      • Granularity: Set the level of time-based grouping for data visualization such as hourly, daily, monthly, quarterly, or yearly.

Controls on the top-right section

• Save: Click Save to save the changes to the report.
• View: Use the View button to toggle between different display modes (editing vs. viewing mode).
• Click the ellipsis icon next to the View button and select one of the following:
  • Settings: Customize how the report appears and how time-based data is presented:
    • Time Zone: Select the timezone in which the report data should be displayed.
    • Duration format: Select how time durations (for example, call lengths) are formatted either in days, hours, minutes, or seconds.
    • Date format: Set the format for displaying dates (e.g., MM/DD/YYYY or DD/MM/YYYY).
    • Time format: Choose between a 12-hour or 24-hour time.
    • Start week on: Define which day is considered the start of the week.
  • Duplicate and edit: Create a copy of the report for separate customization.
  • Export: Download the report data in either .xlsx or .csv format
  • Delete: Remove the report.

Controls on the right section

Controls when selecting a widget

• Metrics card: Displays a single data point.
• Gauge: Shows performance against a target.
• Line chart: Useful for trends over time.
• Bar chart: Compare values across categories.
• Pie chart: Visualize proportional data.
• Leaderboard: Rank data by metric (for example, top agents).
• Sankey diagram: Visualize flow between stages (for example, call routing).
• Tabular: Detailed table view with multiple columns.

Controls when editing a widget

• Fields: This section displays the data structure and content for the widget. You can:
  • Drag and drop measures and dimensions from the data source list on the right into the appropriate fields. The available fields vary depending on the widget type (for example, chart, card, table).
• Properties: This section allows you to control how the widget looks and how users interact with it:
  • Display widget title: Click the toggle to show the title at the top of the widget.
  • Tooltip for describing measure: Click the toggle to a brief explanation of the selected measure which is ideal for clarifying custom metrics or calculated fields.
  • Customize the labels shown in the widget (for example, renaming axis titles, legend labels, or column headers).

How to duplicate or delete the Zoom Contact Center CX Analytics custom reports

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. Click the Try CX Analytics banner.
   You will be redirected to the Reports page.
5. Click the My reports tab.
6. To the right of the custom report name, click the ellipsis icon and select one of the following options:
   • Duplicate: Create a copy of the report for separate customization.
   • Delete: Remove the report permanently.