Zoom Quality Management

This section provides an overview of the agent experience within Zoom Quality Management.

Note This section assumes that agents are assigned a Zoom Quality Management license. Readers with questions are encouraged to refer to the Zoom Quality Management Explainer for a comprehensive overview of the product and its fundamental components, or speak with their Zoom Account team for more information.

Notification of an Evaluation

Based on account settings, agents may receive email notifications when a supervisor evaluates an interaction, with options to require agent acknowledgment or simply inform them.

Responding to an Evaluation

After receiving an evaluation, users can review it for feedback and reflection, with the option to acknowledge or dispute the evaluation.

If an evaluation is disputed, the evaluator will receive an email notification and be provided an opportunity to respond to the agent’s feedback by re-evaluating the interaction or re-affirming the score.

Analytics and Reporting

See the Analytics and Reporting section.

Auto QM: Agent Workflow

Zoom AI Companion automatically generates evaluation scores and feedback for agent interactions, which is visible in the My Evaluations dashboard.

Agent capabilities include options to:

• View AI-generated evaluations from recent interactions

• Identify performance issues flagged by AI

• Respond to or acknowledge evaluations

• Filter evaluations by type (Manual, AI Evaluation)

Auto QM can be found in Agent Workspace > My Evaluations > Evaluation Type: AI Evaluation.

Agent view of an AI-generated evaluation with score and breakdown