Zoom Contact Center integration for Dimension Labs
This brings in Zoom Contact Center call transcripts: the transcripts of recorded voice and video engagements, split into turns when the transcript names its speakers. One engagement becomes one conversation in Dimension Labs. You run it on your side: a small script pulls from the Zoom Contact Center API and posts each message to the universal API.
- Platform
- Zoom Contact Center
- Type
- Contact center
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-26, against Zoom Contact Center's documentation
Every Zoom Contact Center message, in the same shape as everything else.
Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.
the turns of the transcript file text Split with splitTranscript from Transcripts in one block. Without speaker names, the whole file is one message.
engagement consumers[].consumer_id userId Zoom's id for the customer. If the engagement has none, the code uses the sessionId.
the cue's speaker incoming false when the speaker is one of the engagement's agents (agents[].display_name, the recording's display_name, or a name in COMPANY_SPEAKERS), true otherwise. A transcript sent as one message is true.
engagement_id sessionId One engagement is one conversation in Dimension Labs, across all of its recordings.
engagement_id conversationId Same value as sessionId.
recording_start_time plus the cue's start dimensionlabs_timestamp Cue times are offsets into the recording. Turns closer than a second apart are spaced to 1,000 ms.
channel, direction, queue_name, flow_name, recording_type, disposition names platformJson Leave out display_name, user_email, consumer_name, consumer_number and the conference participants' names and numbers.
5 steps. Then it runs on its own.
A small job on your side reads Zoom Contact Center through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Open the full Zoom Contact Center guide ›- 01Get API access in Zoom Contact Center
- 02Pull new transcripts
- 03Map the fields
- 04Send it
- 05Run it
What you need
- Call recording with transcription in Zoom Contact Center. In the Contact Center preferences, on the Account tab, under Voice and Video Engagements, turn on Automatic Call Recording and Allow Call Recording Transcription. A call that wasn't recorded and transcribed has no transcript. Zoom's recording APIs cover recordings created after July 18, 2022.
- A Server-to-Server OAuth app in the Zoom App Marketplace, with these scopes:
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Zoom Contact Center data.
- What drives repeat calls and transfers?
- Which call reasons come before churn or cancellation?
- What separates the best agents from the rest?
Zoom Contact Center integration questions
Does Dimension Labs integrate with Zoom Contact Center?
Yes. A small job on your side reads Zoom Contact Center through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Zoom Contact Center's documentation on 2026-10-26.
What Zoom Contact Center data does Dimension Labs bring in?
This brings in Zoom Contact Center call transcripts: the transcripts of recorded voice and video engagements, split into turns when the transcript names its speakers. One engagement becomes one conversation in Dimension Labs. You run it on your side: a small script pulls from the Zoom Contact Center API and posts each message to the universal API.
What do I need to connect Zoom Contact Center?
Call recording with transcription in Zoom Contact Center. In the Contact Center preferences, on the Account tab, under Voice and Video Engagements, turn on Automatic Call Recording and Allow Call Recording Transcription. A call that wasn't recorded and transcribed has no transcript. Zoom's recording APIs cover recordings created after July 18, 2022. A Server-to-Server OAuth app in the Zoom App Marketplace, with these scopes: A Dimension Labs API key for a new Universal API source.
How often does Zoom Contact Center data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Zoom Contact Center?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
Stop reporting. Start understanding.
Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.