Zoom Quality Management

The following sections describe features available to Zoom Contact Center and Zoom Quality Management supervisors.

Scoring or Evaluating an Interaction

With Zoom Quality Management, contact center supervisors can evaluate interactions with Scorecards to help ensure compliance with company practices and identify agent areas for improvement. Interactions can be evaluated by a supervisor on an assignment or as-needed basis, with automated tools that can identify interactions with low scores for immediate review.

Refer to Zoom’s support center and the Zoom Quality Management Explainer section on Scorecards for more information on evaluating interactions.

Comments

In addition to objective feedback through scorecards, supervisors can provide direct feedback to agents or other evaluators through comments, drawing attention to specific elements of an interaction that are noteworthy.

Depending on the supervisor’s discretion, comments can be restricted to anyone or only @mentioned users.

Moments

While scoring or reviewing an interaction, a supervisor may encounter situations where an agent handles a situation notably well. With Zoom Quality Management, supervisors can easily create highlights of a recording as a Moment—a short clip within an interaction—to share as an example for others.

Refer to Zoom’s support center for more information on creating, editing, and sharing Moments.

Reviewing Agent Analytics and Performance

Zoom Quality Management provides numerous details and analytics about agent performance within each interaction, including:

Supervisors are encouraged to use Zoom Quality Management reports to track agent performance and key metrics, and offer coaching and feedback to help agents develop and improve over time. These reports can help supervisors identify which agents are consistently performing well, which agents may require attention, and which are demonstrating improvement over time.

Refer to Zoom’s support center and the Zoom Quality Management Explainer section on analytics for more information on Zoom Quality Management’s agent analytics.

Using Topics and Indicators

Supervisors can use Topics and Indicators to identify interactions that highlight key themes or discussion points relevant to their organization.

For example, if a company is releasing a new product, like a smart watch, they can automatically identify which conversations included discussion about the new product to gauge consumer interest and common discussion points. Alternatively, these features can be used to identify other important concerns like returns, recalls, or refunds that may require additional oversight or attention.

Refer to Zoom’s support center and the Zoom Quality Management Explainer sections on topics and indicators for more information on these subjects.

Auto QM: Supervisor Workflow

Supervisors can monitor and review AI-generated evaluations through the existing Quality Management dashboard. AI scores provide scalable, data-backed insights into agent performance.

Supervisor capabilities:

• View all AI evaluations in real time

• Comment on or override AI scoring

• Reassign interactions for manual review

• Track evaluation trends by queue, agent, or interaction type

The following use cases can help you decide if Auto QM is worth exploring for your organization:

• Prioritize coaching based on AI-detected behavior patterns

• Validate AI scoring for calibration and fairness

• Filter evaluations by channel, campaign, or team