Zoom Quality Management Reports

The following sections outline different reports and data available with Zoom Quality Management.

Indicator Mentions Report

Account admins and supervisors can gain insight into Indicator frequency through the Indicator Mentions Report. This dynamic report displays the frequency and percentage of interactions containing configured Indicators, phrases, or keywords, and can be used to view trends over time. This can help supervisors proactively monitor interactions and quickly identify issues and trends without manual searching, as seen in the following image.

After drilling into an Indicator’s analytics, additional information can be seen in line or bubble view for different perspectives of the same information. For example, the following image shows additional information for the Churn risk Indicator.

From there, supervisors can drill further into Indicator analysis and see specific conversations and moments in the transcript where the Indicator was mentioned. This includes the ability to filter data by account or user and drill down into specific keywords to see transcript snippets for context. For example, the following image shows mentions of the keyword Cancel, which is configured as a part of the Churn risk Indicator.

Speaker Metrics Report

The Speaker Metrics Report helps supervisors see an overview of an individual agent’s performance over time. This can help supervisors track agent performance, including changes as a result of coaching and feedback, and identify trends over time, such as if an agent reduces (or increases) their speech events, talking speed, talk-to-listen ratio, or other Agent Summary metrics.

Evaluation Scores Report

The Evaluation Scores Report provides supervisors with a summary of agent evaluations over a specified time frame. This report can help supervisors identify both top and bottom-performing agents, and track team or specific agent evaluation scores over time.

Response Breakdown by Question Report

The Response Breakdown by Question Report provides supervisors with a visual representation of scores for a specific scoresheet over a period of time. With data available in pie or bar chart format, this report can help identify the average scores for an agent or organization for each specific question within a scorecard.

Evaluation Results by Agent Report

The Evaluation Results by Agent Report helps supervisors locate and identify specific agent evaluation scores over time, including their average evaluation score and evaluation dates within the defined range.

Refer to Zoom’s support center for more information on the Evaluation Results by Agent Report.

Evaluator Performance Historical Report

The Evaluator Performance Historical Report provides details on the number of evaluations completed by a supervisor, and includes the evaluator’s completed number of evaluations, average score assignment, and evaluation dates within the defined range.

Refer to Zoom’s support center for more information on the Evaluator Performance Historical Report.

Subscriptions

The Subscriptions section allows supervisors to automatically subscribe to recurring reports on a daily, weekly, and/or monthly basis for the Evaluation Results by Agent and Evaluator Performance reports. When subscribed, defined users will automatically receive reports within their email according to the set schedule.

Refer to Zoom’s Support center for more information on subscribing to Zoom Quality Management reports.