Account Management
This section discusses how to set up and manage your account.
Account Settings
This page provides information about granting access and customizing account settings within Quality Management.
Quality Management must be enabled on the account level to access recordings and transcripts for analysis
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.
To grant access, perform the following steps:
As an account owner, or an account authorized to edit account settings, sign in to the web portal.
Under the Account Management sub-menu, click Account Settings.
Click the Quality Management tab along the above the settings list.
Note: You might need to click < > arrows to scroll to the option.
Enable the setting to Analyze Zoom Contact Center Recordings and Transcripts.
Account administrators can further customize Topics, Indicators, and thresholds for silence and crosstalk events
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.
To access the menu for these settings, perform the following steps:
As an account owner, or an account authorized to edit account settings, sign into the web portal.
Under the Account Management sub-menu, click Account Settings.
Click the Quality Management tab along the above the settings list.
Note: You might need to click < > arrows to scroll to the option.
Interact with the appropriate setting.
User Licensing and Roles
Licensing
Quality Management utilizes a per-seat license model
Agents and supervisors are granted access to Quality Management through a per-seat licensing model and each user that requires access to any features must be assigned a license for the product. 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 a-la-carte or through a bundled license) by an account admin or authorized user to access and use the product.
Role Types
Quality Management provide four different role types with customizable permissions in addition to custom role support
Quality Management includes four different role types, granting users varying levels of access based on business needs. Although Zoom provides default permissions for each role, account admins can create custom roles or customize the default roles based on unique team dynamics. The default roles are listed in the following table:
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
User roles specific to Quality Management are scoped exclusively to the service and do not conflict with other user roles on the account. Consequently, a user can be a general account admin without Quality Management admin permissions and vice versa.
Admins can assign Quality Management licenses through SAML response mapping, SCIM, or manual assignment
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.
Admins can create custom roles if needed
To update or create a custom role with applicable permissions, perform the following steps:
As a Zoom account owner or admin authorized to edit roles, navigate to the Role Management page on the web portal.
Click the Quality Management tab.
Click the pencil icon to the right of the role you are editing or click + Add Role.
Define the role access as desired.
Repeat for any additional roles.
Data Privacy and Security
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).
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