CX Insights

Overview

CX Insights is an AI-native insights experience that unifies structured data (queues, agents, and metrics across WFM, QM, ZVA, and ZCC) with unstructured data (transcripts) to deliver natural-language answers, visual insights, and predictive analysis. Rather than confining users to a single product's dataset, CX Insights spans the full Zoom CX suite, letting leaders and cross-functional stakeholders get answers in as little as a few seconds instead of hours of manual dashboarding and data-stitching. It goes beyond surfacing what happened by extracting context from trends, drivers, and root cause, so teams can understand why.

Example: A support leader might ask, "Why did escalations increase last week?" and CX Insights could reveal a surge in billing-related conversations following a pricing update as the key driver.

CX Insights supports context-aware follow-up questions, allowing users to refine their analysis without starting over. It moves seamlessly from high-level trends to granular segments like agents, queues, flows, dispositions, and time windows. It also automatically generates rich visual artifacts like charts, summaries, and shareable outputs—designed for leadership reviews and storytelling, making the data actionable even for stakeholders without deep contact center expertise.

CX Insights vs. Traditional Analytics

Traditional Analytics	CX Insights
Shows what happened	Explains why it happened
Fragmented across products	Unified view across CX suite
Manual analysis required	AI-driven insights in seconds
Dashboard navigation	Conversational interface
Reactive reporting	Proactive recommendations
Contact Center users only	Leadership and cross-functional personas

Licensing and Role Assignment

Before users can access CX Insights, they must be assigned a CX Insights license.

1. Sign in to the Zoom web portal.

2. Navigate to User Management → Users.

3. To the right of the user’s email or name, click Edit.

4. Under Licenses and add-ons, check the CX Insights Leader box.

5. Click Save.

After the license is assigned, add CX Insights users to the appropriate role:

1. Navigate to User Management → Roles.

2. Click the CX Insights tab.

3. Click CX Insights Leader (Default).

4. Click Add Members and add the users as members.

Language Support

CX Insights natively supports 17 languages:

• English

• Spanish

• German

• French

• Portuguese

• Simplified Chinese

• Traditional Chinese

• Japanese

• Korean

• Russian

• Italian

• Vietnamese

• Polish

• Turkish

• Indonesian

• Dutch

• Swedish

Using CX Insights

Accessing CX Insights

1. Sign in to the Zoom web portal.

2. Click your profile picture or initials in the top-right corner, then select My Account.

3. In the side menu, click CX Insights.

Don't see CX Insights in your menu? Verify that a CX Insights license is assigned to you, as well as the CX Insights Leader role.

Configuring Your Settings

1. Sign in to the Zoom web portal.

2. Go to My Account → CX Insights.

3. At the bottom of the page, click Settings.

From there, you can configure:

• Time Zone: Aligns all reports and timestamps with your local area — no more mental math on when that spike actually happened.

• Collect Queries for Improvement: A toggle to choose whether your interactions are shared with Zoom to help improve the product.

Persistent Memory

CX Insights includes a persistent memory store that retains analytical context across sessions at the user level, offering personalization so users don't need to reset their workspace or re-establish context each time. Memory is captured automatically through repeated actions, user declarations, or saved mappings, and surfaces naturally during conversations. Users can manage all entries, or add new ones, in a dedicated Memory panel under Settings → Personalization.

Navigating the Home Page

The CX Insights home page serves as the starting point for exploring what's happening across your CX interactions. Depending on your configuration and permissions, you'll typically find the following areas:

CX Pulse

CX Pulse includes key metrics with trend indicators, highlighting whether metrics have increased or decreased within a selected time period. The following metrics are available:

• Engagement Volume

• Service Level

• Average Handling Duration

• Abandoned (%)

• Sentiment

You will also find the Key Findings & Actions section, which automatically generates actionable insights ranked by importance. This helps identify any critical issues, why they matter, and even provides additional prompts that will help you dive deeper into findings.

Top 10 Operation Spotlight

Rather than requiring managers to build custom reports, the Top 10 Operations Spotlight automatically surfaces the top items worth reviewing, turning raw contact center data into a fast, prioritized digest for coaching and operational decisions. Think of this spotlight as the top 10 agents and queues driving performance changes in your contact center.

In Queues view, each card shows engagement volume, service level, average handle duration, and sentiment; in Agents view, cards instead show engagement volume, average handle duration, adherence score, and evaluation score. Each metric includes a trend indicator, making it easy to spot standout performers, at-risk agents, or unusual shifts at a glance.

Top 10 Trending Topics

(Requires a Quality Management license) Topic cards help answer:

• What's showing up more frequently?

• What's newly emerging?

• What's declining?

Selecting a topic opens a deeper view where you can review transcript summaries, narrow the scope further, and select suggested questions without using your own allocated queries.

Using Natural Language Queries

CX Insights allows leaders to turn customer interactions into actionable data using natural language queries, enabling real-time insights without deep data expertise. Select the New Chat tab in the left navigation to start asking questions.

What You Can Ask

• Trending topics in customer conversations

• Drivers behind changes in outcomes

• Opportunities for improvement and suggestions

Effective Prompt Structure

A reliable prompt pattern is:

Time range + Scope + Question + Desired breakdown/output

Examples:

• "In the last 14 days, what topics are trending up in the Returns queue? Break down by week."

• "In January, what are the main drivers of negative sentiment? Summarize top 5 drivers and suggested actions."

Tips for Better Results

• Be explicit about time — use specific ranges or dates.

• Name the scope — queue, team, channel, or region.

• Ask for a format — "list top 5," "group by week," "summarize in bullets."

• Iterate — start broad, then drill down into specifics.

• Ask the AI to state its assumptions — get clarity on scope or metric definitions.

• Ask for next steps — request actionable recommendations, not just data.

CX Insights Projects

CX Insights Projects keep your work organized as usage grows by letting you organize CX Insights chats into persistent, shareable workspaces. You can create new chats within a project or move existing ones in, and you can share a project with teammates for view-only access. Full-text search spans chat titles, questions, report titles, and report content, linking directly to the matching question in a session. A Reports (Artifacts) library at the project level surfaces every generated report in one place, eliminating the need to scroll through chat history.

Project-Level Instructions and Memory

CX Insights remembers project-level rules and individual context automatically. Project instructions are shared rules covering default analysis scope, metric definitions, output format, and business preferences that apply consistently across every conversation in a project. Project memory is automatically generated by the system from conversations to retain long-term context, such as a team's shorthand for a queue, a preferred reporting window, or a correction made in a previous session.

Human-in-the-Loop (HITL) Clarification

CX Insights supports Human-in-the-Loop (HITL) clarification to improve query accuracy and user experience. When the AI encounters ambiguous inputs or lacks sufficient context, it no longer returns a generic error. Instead, it asks a targeted follow-up question directly in the conversation. For example, clarifying between similar entities or confirming an assumed date range. Once clarified, the query resumes with the correct context.

Data Requirements

For insights that are meaningful rather than anecdotal, Zoom recommends:

• Minimum 2 months of historical data

• 10,000+ completed engagements

Security & Privacy

• Avoid including sensitive personal data in prompts unless your organization permits it.

• Treat AI-generated insights as guidance rather than final judgment — validate before using them for performance or policy decisions.

• CX Insights uses third-party AI models from providers such as OpenAI and Anthropic for certain features.

• Zoom requires all subprocessors to meet obligations substantially equivalent to those in Zoom's Data Processing Agreement, and subprocessors undergo annual security assessments as part of Zoom's third-party risk management program.

• Security controls are independently audited and included in Zoom's certifications and attestations, available on Zoom's Trust Center.

• Subprocessors may retain content for trust and safety purposes within the U.S. or EEA for up to 30 days, unless a longer period is legally required.