Creating divisions for Zoom Customer Experience (ZCX)

Divisions allow administrators to segment their users and assign them to dedicated isolated Zoom Customer Experience (ZCX) environments within a single account. This feature helps organizations manage access controls, configurations, and data separation across multiple departments or client brands without requiring separate Zoom accounts.

With divisions for ZCX, admins can establish clear boundaries between teams, giving each group control over its own setup while keeping user management centralized. This prevents accidental modifications across divisions and protects sensitive customer data.

Requirements for creating divisions

Table of Contents

How divisions for ZCX work

Admins can create divisions for each department, business unit, or client brand to segment users and assign them to a dedicated isolated Zoom Customer Experience (ZCX) environments within a single account. Users are assigned to a single division and can only access the data and configurations within that division. Division admins manage resources such as queues, flows, and reports independently. Global division admins, like account owners, can switch between divisions to oversee or manage configurations across the organization. Divisions supports Zoom Customer Experience (ZCX) products including:

Note: Each user can be assigned to only one division.

Division-related terms

Main division

The main division is automatically created during ZCC setup. Every account always has one main division.

Non-main division

After the division feature is enabled for an account, administrators can create custom divisions through the admin web portal. These are called non-main divisions.

Regular administrator

A regular administrator is a valid ZCC user who has an admin role within a specific division. Regular administrators cannot perform cross-division operations.

Super administrator

Super administrators can manage resources across all divisions and perform cross-division operations through division switching. Super administrators include:

How to create a division

  1. Sign in to the Zoom web portal as an admin.
  2. In the navigation menu, click User Management then Divisions.
  3. Click Add division, then enter the following details:
  4. Click Add.
  5. Click Add members.
    Note: If a member is already assigned to another division, adding them here will move them to the new division.
  6. In the search bar, enter the user's email, first name, or last name to locate them.
  7. Select the checkbox next to each user you want to add.
  8. Click Add.
  9. (Optional) To move a user to a different division later, in the Action column, click the Move Member icon, then select the new division from the list.

How to assign users to a division

  1. Sign in to the Zoom web portal as an admin.
  2. In the navigation menu, click User Management then Users.
  3. In the search bar, enter the user's email, first name, or last name to locate them.
  4. Select the checkbox next to each user you want to assign.
  5. At the top of the user list, click the Division button.
  6. In the Division dropdown menu, select the appropriate division.
  7. Click Save.
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Important: 

When users are moved to a different division, they will lose ALL configurations from their original division. This includes:

These configurations cannot be recovered. After being moved to the target division, users will have default configuration settings only. Additionally, the agent's current work status will be affected. For example, any in-progress engagements may be interrupted. Ensure agents are offline before performing the move division operation. Exercise extreme caution when changing a user's division, whether through:

Division administration capabilities

Switching between divisions (for global division admins only)

If you're an account owner or a global division administrator with a Zoom Contact Center license:

  1. While in any ZCX product interface, locate the Division banner at the top of the page.
  2. Click Change to view the list of available divisions.
  3. Select the division you want to manage.

All ZCX products will update to display objects and configurations specific to the selected division.

Managing division-specific configurations

Within each division, administrators can independently manage Zoom Contact Center (ZCX) products:

When working within a division, admins will only see the objects and data relevant to that division.

How to remove divisions

  1. Sign in to the Zoom web portal as an admin.
  2. In the navigation menu, click User Management then Divisions.
  3. In the Action column, click the trash icon to the right of the division you want to delete.
  4. Click Delete to confirm.

Note: All users must be moved to other divisions before a division can be removed. Deleting a division will permanently remove all associated configurations, reports and generated data, and this action cannot be undone.