Auto QM Configuration

Admins can configure automation rules from the Quality Management tab in Zoom Contact Center settings.

To set up Auto QM:

1. Browse to Admin Portal > Contact Center Management > Quality Management > Add Automation.

2. Define rule conditions using:

   • Indicators, including:

     • Phone number

     • Name

     • Queue

     • Disposition

     • Engagement Score

     • Sentiment Score

     • Channel

     • Agent

     • Duration

     • From

     • To

     • Language

     • Direction

     • Topics

     • Indicators

   • Sentiment

3. Select an evaluation action:

   • Assign to evaluator

   • Use AI scoring

   • Queue for manual review

4. Define an evaluation window:

   • Real time

   • Daily

   • Capped

   • And more

QM Automation UI with scoring rule logic

Licensing Details

Auto QM is available as a feature within the Zoom Quality Management module, which is an optional add-on to Zoom Contact Center.

Auto QM is included with Zoom Contact Center Elite or can be purchased as a standalone per-seat license. The Zoom Quality Management module must be enabled for Auto QM to function.

Contact your Zoom Account Team for licensing or enablement details.