Account Management

This section discusses how to set up and manage your account.

Account Settings

Quality Management requires access to an account's Zoom Contact Center recordings and transcriptions to generate insights and analyses, and must be enabled within the Zoom web portal by an account administrator or authorized user.

Quality Management must be enabled at the account level

Heads Up

Quality Management must be enabled at the account level to access recordings and transcripts for analysis. An account administrator or authorized user must complete this setup within the Zoom web portal.

To enable Quality Management: sign in to the web portal, navigate to Account Management > Account Settings, click the Quality Management tab (use the < > arrows to scroll if needed), and enable the setting to Analyze Zoom Contact Center Recordings and Transcripts.

Topics, Indicators, and Thresholds are configurable by authorized users

Account administrators or authorized users with sufficient general (non-Quality Management) role-based permissions can edit and customize settings for Topics, Indicators, and thresholds for silence and crosstalk events. These settings are accessible via Account Management > Account Settings > Quality Management.

An audit log records all Quality Management administrative actions

A comprehensive, read-only audit log is accessible within the Quality Management administrative interface. Each entry automatically records a timestamp, the user's email address, action type, and specific activity details, creating an immutable record of system activity. The audit log supports CSV export for external compliance reporting and analysis.

Quality Management data retention can be configured independently from recording file retention

Separate data retention policies can be configured for Quality Management data, independent of the standard recording file retention periods set for the account. Once enabled, Quality Management data (transcripts, scores, analytics) can have a different retention period than the underlying recording files.

Exclusions prevent specific interactions from being analyzed

Account owners and admins can configure exclusions in Quality Management to prevent certain interactions from being analyzed or displayed. Exclusions can be based on phone number, phone prefix, call direction, and duration. Any interaction matching a configured exclusion is hidden from Quality Management entirely, allowing organizations to omit sensitive recordings.

Team Hierarchy integrates Zoom Contact Center teams across the Quality Management platform

Quality Management integrates with Zoom Contact Center's teams feature, adding a dedicated team section to the interactions list and individual interaction detail pages. Users can apply team filters to analytics, reports, evaluations, and calibrations to scope their view to specific teams.

Licensing

Quality Management uses a per-seat license model

Quality Management uses a per-seat license model. Each user that requires access to any feature must be assigned a license. For example, one supervisor and nine agents would require a total of 10 Quality Management licenses.

Users must be assigned a Quality Management license to access and use the product

User accounts must be assigned a Quality Management license — either à la carte or through a bundled license — by an account admin or authorized user.

Auto QM is included with Zoom Contact Center Elite plans 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 details.

An Advanced Quality Management license unlocks additional capabilities beyond the base product

Advanced Quality Management, which can be purchased as an add-on for Zoom Contact Center Essentials and Premium plans and is included with the Zoom Contact Center Elite plan, grants access to auto-scoring, ask-qm, and trending topics reports. Once purchased, these licenses can be assigned to individual users via the web portal by users with appropriate role permissions.

External parties can be delegated administrative access without a Quality Management license

Account owners and admins can authorize external parties — such as professional services teams or channel partners — to administer their Quality Management account. Delegated admins must hold a licensed Zoom account in their own organization but do not require a Quality Management license. They can access the interactions list, create and edit scorecards, complete evaluations and calibrations, and configure account settings.

Role Types

Quality Management includes four role types with customizable permissions

Quality Management includes four role types with customizable permissions, allowing accounts to grant users an appropriate level of access based on business needs. Zoom provides default permissions for each role; account admins can create custom roles or customize the default roles based on unique team dynamics.

Role	Description
Quality Management Admin	Administrators have a wide range of permissions for accessing and managing Zoom Quality Management for your account.
Quality Management Supervisor	Supervisors manage a group of agents and have access to review their interactions and evaluations.
Quality Management Agent	Agents have access to limited Zoom Quality Management functionality, but no account management privileges. This is the default role upon license assignment.
Quality Management Evaluator	Evaluators have access to review interactions and assess performance using scorecards.

Quality Management roles are unique to the service and do not override or affect other user roles

Quality Management roles are unique to the service and do not override or affect other user roles on the account.

For example, a user can be a general account admin without Quality Management admin permissions.

License assignments can be managed via SSO, SCIM, or the web portal

Account admins can manage Quality Management license assignments via single sign-on (SSO) with SAML response mapping or SCIM, or manually through the web portal.

Custom roles are created and updated through the Role Management page

Note

You must be a Zoom account owner or administrator authorized to edit roles.

To create or update a custom role, sign in to the web portal, navigate to Role Management, click the Quality Management tab, and either click the pencil icon next to an existing role or click + Add Role. Define the role access as desired and repeat for any additional roles.

Data Privacy and Security

Quality Management provides API access for third-party integration

Quality Management provides API access for integration with third-party systems, custom reporting, and automated workflows. API documentation is available at developers.zoom.us.

Auto QM and Ask QM follow standard retention policies

Auto QM and Ask QM processing occurs within Zoom's secure infrastructure, and AI-generated insights follow standard Quality Management retention policies.

Conversations analyzed by Quality Management are not used to further train Zoom’s or third-party AI models

Zoom doesn't use any of your audio, video, chat, screen sharing, attachments, or other communications-like Customer Content (such as poll results, whiteboard and reactions) to train Zoom’s or its third-party artificial intelligence models.

Quality Management cloud recording files are subject to the same retention policies as other Zoom Contact Center

Quality Management interaction recordings are subject to the same retention policies as other Zoom Contact Center recordings. Accordingly, interactions within Quality Management will be deleted when the recording file is deleted within Zoom Contact Center.

Recording disclaimers and consent prompts are managed through Zoom Contact Center

All recording consent prompts and disclaimers are managed through Zoom Contact Center’s settings. Quality Management does not provide unique prompts related to the service.

Quality Management is available globally from Zoom’s U.S.-based cluster and locally within Zoom’s European-based cluster

Quality Management is globally available to Zoom customers hosted on Zoom’s United States-based cluster and regionally within Zoom’s European-based cluster. Quality Management customers currently cannot configure Quality Management-specific data for storage outside of their hosted account’s region.

All data generated through use of the service is encrypted at rest and stored in AWS

Quality Management account data is encrypted at rest with a 256-bit AES-GCM algorithm, using encryption keys stored in Amazon Web Services Key Management Service (AWS KMS).

Zoom-Hosted Models Only (ZMO) customers can restrict AI processing to Zoom-owned or Zoom-hosted models only

For accounts that have opted into ZMO, Auto QM and Ask QM can be enabled with AI processing limited to Zoom-owned or Zoom-hosted models. This prevents the use of third-party AI models and gives organizations control over which parties access their conversational data.