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:

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

Table of Contents

How to create Zoom Contact CX Analytics dashboards

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports then CX Analytics.
    You will be redirected to the Reports page.
  3. In the left navigation menu, click Dashboards.
  4. 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.
  5. In the pop-up window:
  6. 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

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports then CX Analytics.
    You will be redirected to the Reports page.
  3. In the left navigation menu, click Dashboards.
  4. Click the My dashboards tab.
  5. Click the display name of the dashboard you wish to edit.
  6. In the top-right corner of the dashboard view, click Edit to enter edit mode.
  7. Use the following controls to customize the dashboard:

Controls on the top-left section

Controls on the top-right section

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.

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.

How to share Zoom Contact Center CX Analytics dashboards

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports then CX Analytics.
    You will be redirected to the Reports page.
  3. In the left navigation menu, click Dashboards.
  4. Click the My dashboards tab.
  5. Click the display name of the dashboard you wish to share.
  6. On the top right-hand side, click the ellipsis icon then Share.
  7. 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.
  8. 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.
  9. (Optional) Enter an invite message.
  10. 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.

Legacy to CX Analytics conversion guide

Legacy Widget NameLegacy Widget ChannelLegacy Widget TypeLegacy WidgetLegacy Metric , Attribute, or ExplanationCX Analytics Dimension or MeasureCX Analytics AvailabilityCX Analytics Widget or DatasetCX Analytics Dataset TypeCX Analytics FiltersCX Analytics Aggregation
WallboardsOmnichannelReal-timeClock  Future Release N/AN/AN/A
WallboardsOmnichannelReal-timeAgent ReadyShows channel agents are in: Voice, Video, Messaging, Email.  
Multi channel excluded.		Agent stateAvailableAgent listReal-timeAny dimension in Agent listN/A
WallboardsOmnichannelReal-timeAgent OccupiedShows channel agents are in: Voice, Video, Messaging, Email.  
Multi channel excluded.		Agent stateAvailableAgent listReal-timeAny dimension in Agent listN/A
WallboardsOmnichannelReal-timeReal-Time Agent PerformanceAgent Name, Status, Status Duration, Agent Load, Active Engagement, Opt-In Queue, Opt-Out Queue, Agents Skills / Proficiency, Online DurationPre-built widgetAvailableAgent listReal-timeAny dimension in Agent listN/A
WallboardsOmnichannelReal-timeReal-Time Queue Monitor TableQueue Name, Channel, Live Waiting, Callback Waiting, Active, InactivePre-built widgetAvailableQueue listReal-timeAny dimension in QueuelistN/A
WallboardsOmnichannelReal-timeAgent Availability SummaryStatuses: Ready, Not Ready, Occupied, OfflinePre-built widgetAvailableAgent timecardReal-timeAny dimension in Agent listN/A
WallboardsOmnichannelReal-timeAgent Availability DetailsAgent Name, Status, State Time, Picture, TotalsPre-built widgetAvailableAgent timecardReal-timeAny dimension in Agent listN/A
WallboardsOmnichannelRecentCompleted Inbound EngagementsShows engagements by channel: Voice, Video, Messaging, Email.Engagement countAvailableEngagementsIntradayChannel, DirectionSUM
WallboardsOmnichannelRecentOutbound EngagementsShows engagements by channel: Voice, SMS.Engagement countAvailableEngagementsIntradayChannel, DirectionSUM
WallboardsOmnichannelRecentRecent Agent PerformanceName, Completed, Agent Skills/Proficiency, Queue, Ready %, Not Ready %, Avg Voice Call Talking Duration, Longest Voice Call Talking Duration, Avg Video Call Talking Duration, Longest Video Call Talking Duration, Avg Agent First Reply Delay, Longest Agent First Reply Delay, Avg Messaging Duration, Longest Messaging Duration, Avg Wrap-up Duration, Longest Wrap-up DurationVarious MeasuresAvailable Agent PerformanceIntradayN/AN/A
WallboardsOmnichannelRecentRecent Queue PerformanceName, Channel, Abandoned, Completed, Avg Voice Call Talking Duration, Longest Voice Call Talking Duration, Avg Video Call Talking Duration, Longest Video Call Talking Duration, Avg Agent First Reply Delay, Longest Agent First Reply Delay, Avg Messaging Duration, Longest Messaging Duration, Avg Wrap-up Duration, Longest Wrap-up DurationVarious MeasuresAvailableQueue PerformanceIntradayN/AN/A
WallboardsOmnichannelRecentIndividual Agent Recent PerformanceName, Queues Opted In, Not Ready %, Ready %, Occupied %, Completed, Missed, Declined Offline TimeVarious MeasuresAvailableAgent timecardIntradayN/AN/A
WallboardsVoiceReal-timeInbound Longest Live Waiting DurationInbound Longest Live Waiting DurationIn-queue wait duration (MAX)AvailableQueue listReal-timeChannel, DirectionMAX
WallboardsVoiceReal-timeInbound Longest Callback Waiting DurationInbound Longest Callback Waiting DurationCallback wait durationAvailableQueue PerformanceReal-timeChannel, DirectionMAX
WallboardsVoiceReal-timeInbound Longest Talking DurationInbound Longest Talking DurationConversation durationAvailableEngagementReal-timeChannel, DirectionMAX
WallboardsVoiceReal-timeInbound Longest Hold DurationInbound Longest Hold DurationHold durationAvailableEngagementReal-timeChannel, DirectionMAX
WallboardsVoiceReal-timeLongest Wrapping-up DurationLongest Wrapping-up DurationWrap-up durationAvailableEngagementReal-timeChannelMAX
WallboardsVoiceReal-timeReal-time MonitorEngagement States: Live Waiting, Talking, Callback Waiting, On HoldVarious MeasuresAvailableQueue listReal-timeChannelN/A
WallboardsVoiceReal-timeReal-time Queue Monitor Table Various MeasuresAvailableQueue ListReal-timeChannelN/A
WallboardsVoiceRecentReal-time Queue Monitor CardQueue, Real Time Engagement Count, Live Waiting, Callback Waiting, Longest Duration Talking, Longest Duration on HoldVarious MeasuresAvailableQueue ListReal-timeChannelN/A
WallboardsVoiceRecentService LevelService LevelService level (%)AvailableQueue PerformanceIntradayChannelN/A
WallboardsVoiceRecentAvg. Talking DurationAvg. Talking DurationConversation durationAvailableQueue PerformanceIntradayChannelAVG
WallboardsVoiceRecentLongest Talking DurationLongest Talking DurationConversation durationAvailableQueue PerformanceIntradayChannelMAX
WallboardsVoiceRecentShortest Talking DurationShortest Talking DurationConversation durationAvailableQueue PerformanceIntradayChannelMIN
WallboardsVoiceRecentAvg. Waiting DurationAvg. Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelAVG
WallboardsVoiceRecentLongest Waiting DurationLongest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMAX
WallboardsVoiceRecentShortest Waiting DurationShortest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMIN
WallboardsVoiceRecentAvg. Wrap-up DurationAvg. Wrap-up DurationWrap-up durationAvailableAgent Performance, Queue Performance, EngagementIntradayChannelAVG
WallboardsVoiceRecentLongest Wrap-up DurationLongest Wrap-up DurationWrap-up durationAvailableAgent Performance, Queue Performance, EngagementIntradayChannelMAX
WallboardsVoiceRecentShortest Wrap-up DurationShortest Wrap-up DurationWrap-up durationAvailableAgent Performance, Queue Performance, EngagementIntradayChannelMIN
WallboardsVoiceRecentTotal TransferredTotal TransferredVariousAvailableAgent Performance, Queue Performance, EngagementIntradayChannelSUM
WallboardsVoiceRecentUpgraded to VideoUpgraded to VideoTBDFuture Release IntradayChannelSUM
WallboardsVoiceRecentMissed and DeclinedMissed and DeclinedAgent declined or Agent missedAvailableAgent PerformanceIntradayChannelSUM
WallboardsVoiceRecentOverflowedRouted to Queue, Routed to Flow, Routed to Outgoing Call, Routed to Agent, Routed to Inbox, DisconnectedOverflowAvailableQueue PerformanceIntradayChannelSUM
WallboardsVoiceRecentInbound Engagement ResultsCompleted, Overflow to Disconnected, Abandoned, Hold HangupVarious MeasuresAvailableAgent PerformanceIntradayChannelSUM
WallboardsVoiceRecentOutbound CallsHang-up Calls, Short Calls, Long CallsVarious MeasuresAvailableQueue PerformanceIntradayChannel, DirectionSUM
WallboardsVideoReal-timeInbound Longest Live Waiting DurationInbound Longest Live Waiting DurationIn-queue wait durationAvailableQueue PerformanceReal-timeChannelMAX
WallboardsVideoReal-timeInbound Longest Live Callback Waiting DurationInbound Longest Live Callback Waiting DurationCallback wait durationAvailableQueue PerformanceReal-timeChannelMAX
WallboardsVideoReal-timeInbound Longest Talking DurationInbound Longest Talking DurationConversation durationAvailableEngagementReal-timeChannelMAX
WallboardsVideoReal-timeInbound Longest Hold DurationInbound Longest Hold DurationHold durationAvailableEngagementReal-timeChannelMAX
WallboardsVideoReal-timeLongest Wrapping-up DurationLongest Wrapping-up DurationWrap-up durationFuture Release Real-timeChannelMAX
WallboardsVideoReal-timeReal-time MonitorWaiting, TalkingIn-queue wait duration, Conversation durationAvailableQueue PerformanceReal-timeChannelN/A
WallboardsVideoReal-timeReal-time Queue Monitor Table  Available Real-timeChannelN/A
WallboardsVideoReal-timeReal-time Queue Monitor CardQueue, Real Time Engagement Count, Live Waiting, Callback Waiting, Longest Duration Talking, Longest Duration on Hold, Various MeasuresAvailableQueue PerformanceReal-timeChannelN/A
WallboardsVideoRecentService LevelService LevelService level (%)AvailableQueue PerformanceIntradayChannelN/A
WallboardsVideoRecentAvg. Talking DurationAvg. Talking DurationConversation durationAvailableQueue PerformanceIntradayChannelAVG
WallboardsVideoRecentLongest Talking DurationLongest Talking DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelMAX
WallboardsVideoRecentShortest Talking DurationShortest Talking DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelMIN
WallboardsVideoRecentAvg. Waiting DurationAvg. Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelAVG
WallboardsVideoRecentLongest Waiting DurationLongest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMAX
WallboardsVideoRecentShortest Waiting DurationShortest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMIN
WallboardsVideoRecentAvg. Wrap-up DurationAvg. Wrap-up DurationWrap-up durationAvailableAgent Performance, Queue Performance, EngagementIntradayChannelAVG
WallboardsVideoRecentLongest Wrap-up DurationLongest Wrap-up DurationWrap-up durationAvailableAgent Performance, Queue Performance, EngagementIntradayChannelMAX
WallboardsVideoRecentShortest Wrap-up DurationShortest Wrap-up DurationWrap-up durationAvailableAgent Performance, Queue Performance, EngagementIntradayChannelMIN
WallboardsVideoRecentTotal TransferredTotal TransferredVariousAvailableAgent Performance, Queue Performance, EngagementIntradayChannelSUM
WallboardsVideoRecentMissed and DeclinedMissed and DeclinedAgent declined or Agent missedAvailableAgent PerformanceIntradayChannelSUM
WallboardsVideoRecentOverflowedRouted to Queue, Routed to Flow, Routed to Outgoing Call, Routed to Agent, Routed to Inbox, DisconnectedOverflowAvailableQueue PerformanceIntradayChannelSUM
WallboardsVideoRecentInbound Engagement ResultsCompleted, Overflow to Disconnected, Abandoned     MAX
WallboardsMessagingReal-timeInbound Longest Waiting DurationInbound Longest Waiting DurationIn-queue wait durationAvailableQueue PerformanceReal-timeChannelMAX
WallboardsMessagingReal-timeInbound Longest Messaging DurationInbound Longest Messaging DurationConversation durationAvailableQueue Performance, EngagementsReal-timeChannel, DirectionMAX
WallboardsMessagingReal-timeLongest Agent First Reply DelayLongest Agent First Reply DelayAgent first response durationAvailableAgent PerformanceReal-timeChannelMAX
WallboardsMessagingReal-timeReal-time MonitorWaiting in Queue, Active, InactiveVarious MeasuresAvailableQueue PerformanceReal-timeChannelSUM
WallboardsMessagingRecentService LevelService levelService level (%)AvailableQueue PerformanceIntradayChannelN/A
WallboardsMessagingRecentInbound Avg. Messaging DurationInbound Avg. Messaging DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelAVG
WallboardsMessagingRecentInbound Longest Messaging DurationInbound Longest Messaging DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelMAX
WallboardsMessagingRecentInbound Shortest Messaging DurationInbound Shortest Messaging DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelMIN
WallboardsMessagingRecentInbound Avg. Waiting DurationInbound Avg. Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelAVG
WallboardsMessagingRecentInbound Longest Waiting DurationInbound Longest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMAX
WallboardsMessagingRecentInbound Shortest Waiting DurationInbound Shortest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMIN
WallboardsMessagingRecentAvg. Agent First Message DelayAvg. Agent First Message DelayAgent first response durationAvailableAgent PerformanceIntradayChannelAVG
WallboardsMessagingRecentLongest Agent First Message DelayLongest Agent First Message DelayAgent first response durationAvailableAgent PerformanceIntradayChannelMAX
WallboardsMessagingRecentShortest Agent First Message DelayShortest Agent First Message DelayAgent first response durationAvailableAgent PerformanceIntradayChannelMIN
WallboardsMessagingRecentTotal ReleasedTotal ReleasedTBDFuture Release IntradayChannelSUM
WallboardsMessagingRecentTotal TransferredTotal TransferredVariousAvailableAgent Performance, Queue Performance, EngagementIntradayChannelSUM
WallboardsMessagingRecentTotal UpgradedTotal UpgradedTBDFuture Release IntradayChannelSUM
WallboardsMessagingRecentMissed and DeclinedMissed and DeclinedAgent declined or Agent missedAvailableAgent PerformanceIntradayChannelSUM
WallboardsMessagingRecentOverflowedRouted to Queue, Routed to Flow, Routed to Agent, DisconnectedOverflowAvailableQueue PerformanceIntradayChannelSUM
WallboardsMessagingRecentInbound Engagement ResultsCompleted, Overflow to Disconnected, AbandonedTBDFuture Release IntradayChannel, DirectionSUM
WallboardsMessagingRecentOutbound EngagementsOutbound EngagementsOutbound handledAvailableAgent Performance, Queue PerformanceIntradayChannel, DirectionSUM
WallboardsMessagingRecentOutbound Messages SentOutbound Messages SentAgent messages sentAvailableAgent PerformanceIntradayChannel, DirectionSUM
WallboardsMessagingRecentOutbound Messages ReceivedOutbound Messages ReceivedTBDFuture Release IntradayChannel, DirectionSUM
WallboardsEmailReal-timeInbound Longest Waiting DurationInbound Longest Waiting DurationIn-queue wait durationAvailableQueue PerformanceReal-timeChannel, DirectionMAX
WallboardsEmailReal-timeLongest Agent First Reply DelayLongest Agent First Reply DelayAgent First Response Time (FRT) Metric Card (metric library connection)Real-timeChannelMAX
WallboardsEmailReal-timeReal-time MonitorWaiting in Queue, Active, Inactive, Waiting for Agent First ReplyIn-queue wait duration, Conversation durationAvailableQueue Performance, EngagementsReal-timeChannelSUM
WallboardsEmailRecentService LevelService levelService level (%)AvailableQueue PerformanceIntradayChannelN/A
WallboardsEmailRecentInbound Avg. Messaging DurationInbound Avg. Messaging DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelAVG
WallboardsEmailRecentInbound Longest Messaging DurationInbound Longest Messaging DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelMAX
WallboardsEmailRecentInbound Shortest Messaging DurationInbound Shortest Messaging DurationConversation durationAvailableQueue Performance, EngagementsIntradayChannelMIN
WallboardsEmailRecentInbound Avg. Waiting DurationInbound Avg. Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelAVG
WallboardsEmailRecentInbound Longest Waiting DurationInbound Longest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMAX
WallboardsEmailRecentInbound Shortest Waiting DurationInbound Shortest Waiting DurationIn-queue wait durationAvailableQueue PerformanceIntradayChannelMIN
WallboardsEmailRecentAvg. Agent First Message DelayAvg. Agent First Message DelayAgent first response durationAvailableAgent PerformanceIntradayChannelAVG
WallboardsEmailRecentLongest Agent First Message DelayLongest Agent First Message DelayAgent first response durationAvailableAgent PerformanceIntradayChannelMAX
WallboardsEmailRecentShortest Agent First Message DelayShortest Agent First Message DelayAgent first response durationAvailableAgent PerformanceIntradayChannelMIN
WallboardsEmailRecentInbound Avg. Inactive DurationInbound Avg. Inactive DurationInactive duration (AVG)Future ReleaseQueue PerformanceIntradayChannel, DirectionAVG
WallboardsEmailRecentInbound Longest Inactive DurationInbound Longest Inactive DurationInactive duration (MIN)Future ReleaseQueue PerformanceIntradayChannel, DirectionMAX
WallboardsEmailRecentInbound Shortest Inactive DurationInbound Shortest Inactive DurationInactive duration (MAX)AvailableQueue PerformanceIntradayChannel, DirectionMIN
WallboardsEmailRecentAvg. Agent Reply DelayAvg. Agent Reply DelayAgent first response durationAvailableAgent PerformanceIntradayChannelAVG
WallboardsEmailRecentLongest Agent Reply DelayLongest Agent Reply DelayAgent first response durationAvailableAgent PerformanceIntradayChannelMAX
WallboardsEmailRecentShortest Agent Reply DelayShortest Agent Reply DelayAgent first response durationAvailableAgent PerformanceIntradayChannelMIN
WallboardsEmailRecentTotal ReleasedTotal ReleasedTBDFuture ReleaseMetric Card (metric library connection)IntradayChannelSUM
WallboardsEmailRecentTotal TransferredTotal TransferredVariousAvailableAgent Performance, Queue Performance, EngagementIntradayChannelSUM
WallboardsEmailRecentTotal UpgradedTotal UpgradedTBDFuture ReleaseMetric Card (metric library connection)IntradayChannelSUM
WallboardsEmailRecentMissed and DeclinedMissed and DeclinedAgent declined or Agent missedAvailableAgent PerformanceIntradayChannelSUM
WallboardsEmailRecentOverflowedRouted to Queue, Routed to Flow, Routed to Agent, DisconnectedOverflowAvailableQueue PerformanceIntradayChannelSUM
WallboardsEmailRecentInbound Engagement ResultsCompleted, Overflow to Disconnected, Auto-ClosedVarious MeasuresAvailableAgent Performance, Queue Performance, EngagementIntradayChannelSUM