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Ask QM

Ask QM is an AI-powered assistant embedded within Zoom Quality Management. It enables supervisors and analysts to use natural language queries to analyze call quality trends, uncover root causes, and trigger remediation workflows without navigating multiple dashboards.

Ask QM helps answer questions like:

  • "What are some areas the agent can improve on this call?"

  • "Did the agent show empathy to the customer?"

  • "Was [TOPIC] discussed on this call?"

Ask QM has several key features discussed in the following sections.

Natural Language Querying

Ask open-ended questions about call trends, user issues, or network anomalies. For example:

"Why did call quality drop last week?"

Ask QM returns responses with data including:

  • Week-over-week quality score changes

  • Root-cause summaries (VPN use, packet loss, and more)

  • Visual breakdown of impacted regions

Ask QM Summary Response

Contextual follow-up

Ask QM understands session context, allowing follow-up questions. For example:

"Which users were most affected?"

Ask QM returns responses with data, including:

  • A ranked list of impacted users

  • Links to individual sessions for further review

Affected Users

Workflow automation

Trigger actions like ticket creation or tagging affected calls. For example:

"Create a ticket for this problem."

This prompt will create a support request with diagnostic attachments.

Ticket Creation

How it looks

  • Prompting is performed in an AI Companion text field located at the top of the QM dashboard.

  • Suggestion chips and auto-complete

Ask QM Launch Panel

  • Support for ongoing multi-step interactions

Full Query Session

Technical requirements

Feature Element
Details

User Roles

Account owner or admin privilege, or relevant role/privilege with interaction and evaluation review permissions

ITSM Integration

ServiceNow or Zendesk API token setup required

Language Support

English (additional languages planned)

Licenses

Zoom Contact Center license and the Advanced Quality Management or ZCX Elite license

Use cases

  • Operational trend reporting

  • Diagnostic drill-down and user impact analysis

  • Support escalation and ITSM ticket creation

  • Executive-level insight generation

Suggested integration with Zoom Contact Center reporting

Ask QM complements Zoom Contact Center Reporting by uncovering the "why" behind certain performance metric changes.

Reporting Tool
Ask QM Diagnostic Layer

KPI dashboards show a drop in call quality

Ask QM explains why (e.g., packet loss, ISP issue)

Heatmaps show regional anomalies

Ask QM ties users/sessions to root causes

SLA metrics missed

Ask QM identifies what sessions or networks drove the impact

To learn more about getting started with Ask QM, see the Zoom Support article Getting started with Ask Quality Management (Ask QM).

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