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Zoom Quality Management

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

Note

This section assumes that supervisors are assigned a Zoom Quality Management license and that the product is fully configured within an account, including key features like Topics, Indicators, Evaluators, Scorecards, and more. Processes described within this section are not exhaustive and are intended to provide a general understanding of using the product on a day-to-day basis. Readers with questions are encouraged to refer to the Zoom Quality Management Explainer section for a comprehensive overview of the product and its fundamental components, or speak with their Zoom Account team for more information.

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:

  • Engagement Scores

  • Consumer Sentiment

  • Identified Next Steps

  • Indicator Call Outs

  • Topic Highlights

  • Speech Events

Supervisors are encouraged to use Zoom Quality Management reports to track agent performance and key metrics, offering coaching and feedback to develop and improve agents 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.

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