# Zoom Contact Center: Migrating to CX Analytics Zoom Contact Center has rolled out a new framework for programmatic dataset access. **CX Analytics** provides rich data reports and flexible analysis. Use this guide to confidently make the switch to CX Analytics, correlating the legacy API endpoints to the new framework. ## Overview of CX Analytics ![CX Analytics](/img/blog/rehemaarmorer/cx-analytics.png) With [CX Analytics](https://library.zoom.com/business-services/zoom-contact-center/expert-insights/getting-started-with-cx-analytics), which replaces our [legacy reporting framework](/docs/api/contact-center/#tag/reportslegacy-reports), developers have access to: - Dataset-based endpoints for broadened analytics - Coverage of flows, outbound campaigns, customer journeys, and expert assist - Endpoints built with role-based, fine-grained permissions - Designed for both API calls and integration with dashboards and subscriptions - Industry standard metric-names If you gained access to Zoom Contact Center reporting post-release (CX Analytics was released **May 16th, 2025**), you've already been using this new framework. For anyone enrolled prior to this date, plan to make the switch to CX Analytics reporting as soon as possible. ## Mapping old to new While the changes are not a complete one-to-one correlation for the legacy Zoom Contact Center API endpoints, this mapping chart serves as a reference: | Legacy API | Purpose | CX Analytics Dataset | Differences | | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- | | [Reporting(Legacy API)](/docs/api/contact-center/#tag/reportslegacy-reports) | — | [CX Analytics Dataset](/docs/api/contact-center/#tag-reports-v2cx-analytics) | — | | [List agent leg reports](/docs/api/contact-center/#tag/reportslegacy-reports/get/contact_center/analytics/agents/leg_metrics)`/analytics/agents/leg_metrics` | Metric/performance summary reporting | [List historical agent performance dataset data](/docs/api/contact-center/#tag-reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/agent_performance)`/dataset/historical/agent_performance` | Engagement/session-centric reportingIncludes transfers, holds, conferences, inbound/outbound splits | | [List agent's status history report](/docs/api/contact-center/#tag/reportslegacy-reports/get/contact_center/analytics/agents/status_history)`/analytics/agents/status_history` | Status change history of agents | [List historical agent timecard dataset data](/docs/api/contact-center/#tag/reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/agent_timecard)`/dataset/historical/agent_timecard` | Status included within agent timecard | | [List agent's time sheet reports](/docs/api/contact-center/#tag/reportslegacy-reports/get/contact_center/analytics/agents/time_sheets)`/analytics/agents/time_sheets` | Agent work hours | [List historical agent timecard dataset data](/docs/api/contact-center/#tag/reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/agent_timecard)`/dataset/historical/agent_timecard` | Agent work hours and agent performance separated | | [List historical queue reports](/docs/api/contact-center/#tag/reportslegacy-reports/get/contact_center/analytics/historical/queues/metrics)`/analytics/historical/queues/metrics` | Queue performance | [List historical queue performance dataset data](/docs/api/contact-center/#tag/reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/queue_performance)`/dataset/historical/queue_performance` | Can filter by inbound, outbound, callbacks | | [List historical agent reports by queue](/docs/api/contact-center/#tag/reportslegacy-reports/get/contact_center/analytics/historical/queues/agents/metrics)`/analytics/historical/queues/agents/metrics` | Historical reports of agents from a specific queue | [List historical queue performance dataset data](/docs/api/contact-center/#tag/reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/queue_performance)`/dataset/historical/queue_performance [with agent dimension]` | One dataset for both queue and agent-level performance | | _No legacy equivalent_ | — | [List historical flow performance dataset data](/docs/api/contact-center/#tag-reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/flow_performance)`/dataset/historical/flow_performance` | Flow-level analytics available | | _No legacy equivalent_ | — | [List historical outbound dialer performance dataset data](/docs/api/contact-center/#tag-reports-v2cx-analytics/get/contact_center/analytics/dataset/historical/outbound_dialer_performance)`/dataset/historical/outbound_dialer_performance` | Campaign and dialer performance | | _No legacy equivalent_ | — | [List historical Zoom Phone to Contact Center call journey data](/docs/api/contact-center/#tag-reports-v2cx-analytics/get/contact_center/analytics/log/historical/journey)`/log/historical/journey` | Customer journey of a call across both Contact Center and Zoom Phone | | _No legacy equivalent_ | — | [List operation logs](/docs/api/contact-center/#tag-reports-v2cx-analytics/get/contact_center/reports/operation_logs) | View monthly Zoom Contact Center related admin operation details (admin and account owners only) | **Note**: Some **metrics** in legacy APIs will not have a direct one-to-one mapping in CX Analytics. In these cases, equivalent or expanded fields are available, but you may need to adjust downstream calculations. ## Migration steps for existing customers If you're currently using the legacy reporting system, follow these steps below to migrate to configure CX Analytics within your web portal: 1. On your account homepage (logged-in as an admin), navigate to **Admin → Contact Center Management → Roles** 2. Configure permissions for each role 3. Once configured, head over to **Personal → Analytics & Reports → CX Analytics**, and select _"Try CX Analytics"_ 4. Use this page to manage dashboards and historical reports Once configured, follow these general steps for a smooth migration: 1. **Inventory your current Legacy API calls**: note endpoints, parameters, and any downstream data processing. 2. **Find the new dataset equivalent (where applicable)**: use the mapping table above as your reference. 3. **Adjust your parameters**: especially for required time ranges and any new filter names. 4. **Update your field mappings**: expect more columns and slightly different naming conventions. 5. **Test in small batches**: use short date ranges first to verify accuracy before scaling. ## Common use-cases: Let's walk through a couple common use-cases for Contact Center APIs, and how the process looks with the new dataset vs the old one. | Use-Case | Legacy Reporting | CX Analytics Reporting | What's different | | --------------------------------------------------------------- | ----------------------------------------------------------------------- | ------------------------------------------------ | ------------------------------------------------------------------------------------------------------------ | | **View agent handle times (talk, wrap-up, hold, etc.)** | - List agent leg reports | - List historical agent performance dataset data | Engagement based data with new metrics such as conference and transfer metrics | | **Check agent timecard/status history** | - List agent's status history reports- List agent's time sheet reports | - List historical agent timecard dataset data | Two endpoints merged into one with timecard and status both available. Performance and timecard now separate | | **Tracking queue performance (wait duration, callbacks, etc.)** | - List historical queue reports- List historical queue's agents reports | - List historical queue performance dataset data | Two endpoints merged into one, with callback metrics now included | ## Further reading For more information on the new dataset reporting framework, [check out Zoom's Expert Insights article on CX Analytics](https://library.zoom.com/business-services/zoom-contact-center/expert-insights/getting-started-with-cx-analytics). And for further guidance on dataset terminology, use Zoom's [Contact Center Data Dictionary](https://go.zoom.us/cci/multi/custom-report?ampDeviceId=f8704792-f121-4c17-821b-1cf29dc1129d&SessionId=1757599080282&DeviceId=f8704792-f121-4c17-821b-1cf29dc1129d&SessionId=1757599080282#/data-dictionary).