Creating Zoom Contact Center CX Analytics dashboards
The Zoom Contact Center CX Analytics dashboard allows users to create both default and custom dashboards, duplicate existing layouts, and drill into widget data for deeper insights.
On the dashboard page, you’ll find the following tabs:
- Default dashboards: Pre-configured dashboard templates that are ready to use.
- My dashboards: Custom dashboards you’ve personally created.
- Shared with me: Dashboards created by others and shared with you.
- Starred: Dashboards you’ve marked as favorites for quick access.
Users can easily adjust time zones and reporting periods at the dashboard level, while global filters can be applied across all widgets to refine the displayed data. This feature enables businesses to monitor and analyze contact center performance in real time, driving more informed decision-making.
Note: To access reports and data within CX Analytics, admins must grant the appropriate permissions to users.
Requirements for creating Zoom Contact CX Analytics dashboards
- Account owner, admin, supervisor, or agent role; or relevant privilege
- Zoom Contact Center license
How to create Zoom Contact CX Analytics dashboards
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- Click the Contact Center tab.
- Click the Try CX Analytics banner.
You will be redirected to the Reports page. - In the left navigation menu, click Dashboards.
- In the top-right corner, click the New dashboard button.
This button is available on all four tabs (Default dashboards, My dashboards, Shared with me, Starred) within CX Analytics. - In the pop-up window:
- Enter a display name for your new dashboard.
- (Optional) Add a brief description to help identify the purpose of the dashboard.
- Click Add.
The dashboard will be saved under the My dashboards tab for easy access and future editing.
How to edit Zoom Contact Center CX Analytics dashboards
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- Click the Contact Center tab.
- Click the Try CX Analytics banner.
You will be redirected to the Reports page. - In the left navigation menu, click Dashboards.
- Click the My dashboards tab.
- Click the display name of the dashboard you wish to edit.
- In the top-right corner of the dashboard view, click Edit to enter edit mode.
- Use the following controls to customize the dashboard:
Controls on the top-left section
- Click the pencil icon
next to the report title to change the dashboard's internal display name and description. - Click Add Widget to insert visual elements such as charts or tables into your dashboard layout.
- Custom: Use these widgets to build visualizations based on the metrics and dimensions you define:
- 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).
- Tabular: Detailed table view with multiple columns.
- Pre-built: Use these widgets to display real-time operational data in tabular format.
- Agent list: Displays current agent status, time in status, and other agent-specific metrics.
- Queue list: Shows real-time queue metrics, such as the number of open engagements, customers waiting, estimated wait times, and other queue-specific metrics.
- Engagement list: Provides details for each ongoing or recent engagement, including engagement ID, channel, direction, assigned agent, and other engagement-specific metrics.
Controls on the top-right section
- Save: Click Save to save the changes to the dashboard.
- 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 dashboard appears and how time-based data is presented:
- Time Zone: Select the timezone in which the dashboard 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 (for example, MM/DD/YYYY or DD/MM/YYYY).
- Time format: Select between a 12-hour or 24-hour time.
- Duplicate and edit: Create a copy of the dashboard for separate customization.
- Share: Share the dashboard with others via link or user permissions.
- Delete: Remove the dashboard.
Controls when editing a custom widget
When you select a custom widget in your dashboard layout, a configuration panel appears on the right-hand side of the screen. This panel allows you to customize the content and appearance of the 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 (e.g., 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).
Controls when editing a pre-built widget
When you select a pre-built widget in your dashboard layout, a configuration panel appears on the right-hand side of the screen. This panel allows you to customize the content and appearance of the widget.
- Widget title: Enter a custom title for the widget to help identify its purpose or the data it displays.
- Widget description: Provide a brief description to give context or additional details about the widget's function.
- Widget column: Select the column or layout section in which the widget should appear.
- Add threshold: Define thresholds to visually indicate different ranges of data. For each threshold, configure the following:
- Color: Select a color (for example, blue, yellow, red) to represent the threshold range .
- Range Name: Label the range (for example, Normal, Warning, Critical) for easier identification.
- Range: Specify the numeric condition for the threshold, using comparisons such as greater than or equal to, and less than or equal to.
- Value: Enter the value that will be evaluated against the threshold ranges.
How to share Zoom Contact Center CX Analytics dashboards
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- Click the Contact Center tab.
- Click the Try CX Analytics banner.
You will be redirected to the Reports page. - In the left navigation menu, click Dashboards.
- Click the My dashboards tab.
- Click the display name of the dashboard you wish to share.
- On the top right-hand side, click the ellipsis icon then Share.
- In the Link access section, select whether the dashboard is available to collaborators only (the default), or whether it is available to any contact center user.
Note: Selecting Any Zoom Contact Center users will make this dashboard viewable by all contact center users via a link (role permissions are still required). Any users who need the ability to edit a dashboard must still be added as collaborators. - On the top left-hand side, use the drop-down to select whether you'd like to add users, teams or queues to the list of collaborators, then use the search field on the right to search for associated contact center entities.
- (Optional) Enter an invite message.
- On the bottom right-hand side of the window, click the down arrow and select either Add as viewers or Add as editors depending on the required permissions.