Creating Custom Measures in CX Analytics
The Custom Measures feature in
CX Analytics allows supervisors and admins define metrics based on their operational needs. Admins can create new measures by combining existing data fields such as handle time or wait time, with built-in functions like aggregation, arithmetic, or logical operations.
Requirements for creating Custom Measures in CX Analytics
How to create a Custom Measure
- Sign in to the Zoom web portal.
- In the left navigation, click Analytics & Reports then CX Analytics.
- Click Custom Measures.
- Select a dataset:
- Dashboard intraday datasets (real-time)
- Report datasets (historical)
- Click Add then New measure.
- Enter a name for your custom measure.
- (Optional) Select a folder.
- Click Add.
How to use the function editor
The function editor provides a guided interface for creating simple measures.
- Select a Measure Type:
- Count: Counts occurrences (for example, total holds).
- Duration: Calculates time length (for example, hold duration).
- Select a function (avg, min, max, sum) and a metric (for example, Hold duration).
- (Optional) Add a filter to narrow the scope of data. For example, count handled calls where Conversation duration > 1 hour.
- Click Save, then Publish to make the measure available in reports.
How to use the formula editor
The formula editor is ideal for advanced calculations using multiple fields, conditions, or arithmetic operations.
- Click the Formula Editor toggle.
- Select a Measure Type:
- Build your formula using functions and operators such as:
- Aggregation: sum(), avg(), min(), max()
- Conditional: if(), sumIf(), multiIf()
- Arithmetic: +, -, *, /
- Date: today(), weekDay(), dateDiff()
- Click Validate to check for errors and view a live preview.
- Click Save, then Publish.
Example:
To count abandoned calls where the wait time was between 30 and 60 seconds, use:
sumIf(`Abandoned`, `Abandon duration` > 30000 and `Abandon duration` <= 60000)
How to organize Custom Measures
You can organize custom measures into folders for easier management.
- Sign in to the Zoom web portal.
- In the left navigation, click Analytics & Reports then CX Analytics.
- Click Custom Measures.
- Click Add then New folder.
- Enter a name.
- Click Add.
- To move a measure, click the ellipsis icon
next to it and select Move to another folder.
How to delete a Custom Measure
- Sign in to the Zoom web portal.
- In the left navigation, click Analytics & Reports then CX Analytics.
- Click Custom Measures.
- Select the dataset and folder.
- Click the ellipsis icon next to the measure and select Delete measure.
Deleting a custom measure removes it from all reports. Widgets using the deleted measure will display a message prompting you to select a new metric.
Example use cases
1. Custom naming
Rename existing metrics for clarity.
Example: Create “Shortest Inbound” using min(`Inbound conversation duration`)
2. Data bucketing
Group data into intervals for easier analysis.
Example: Abandoned call buckets:
sumIf(`Abandoned`, `Abandon duration` <= 15000)
sumIf(`Abandoned`, `Abandon duration` > 15000 and `Abandon duration` <= 30000)
3. Modifying existing metrics
Adjust metrics to fit your organization’s definitions.
Example: Exclude wrap-up time from handle duration using sum(`Handle duration` - `Wrap-up duration`)