# Insights

Quality Management generates a range of analytical insights from each analyzed interaction, accessible through the web portal. These insights include conversational summaries, sentiment and engagement scores, keyword and topic tracking, speech event detection, and reporting tools that aggregate performance data across agents and time periods. Together, they provide supervisors and administrators with a structured basis for evaluating contact center activity.

### Interactions

#### <mark style="color:blue;">The Interactions menu is the central location to review conversations and insights</mark>

Supervisors and administrators can centrally review all conversations analyzed by Quality Management through the **Interactions** sub-menu on the web portal.

{% hint style="warning" %}
**Heads Up**

You must be an authorized user to view interactions.
{% endhint %}

On the **Interactions** sub-menu, click the blue **Interaction ID** in any row to open a detailed view of that interaction. From there, users can play the recording, read the transcript, and view the associated analytics, comments, and details. After selecting an **Interaction ID**, Quality Management's conversational analysis is displayed on-screen.

<div data-with-frame="true"><figure><img src="https://1175968039-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FctBXUMeBy4rtLMmMkKRG%2Fuploads%2FqcUwLL1l0OYk0z6P77Qp%2Funknown.png?alt=media&#x26;token=eacb6539-5bfb-43ed-81b6-4c7dbd9569f2" alt=""><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">The Analytics tab provides a conversational summary, including an engagement and sentiment score, next steps, Indicators and Topics identified, and more</mark>

When viewing an interaction, the Analytics tab provides a conversational summary including an engagement score, sentiment score, next steps, and identified Indicators and Topics. Specific insights include the following.

* **Engagement** is a rated score based on various factors, including talk-time ratio, response time lag, and frequency of speaker changes.
* **Sentiment** is a rated score based on the entire conversation's analysis, primarily focused on the sentiment of the conversation. Higher scores indicate a more positive effect; scores around 50 indicate neutral sentiment.
* **Next Steps** are identified action items or conclusions based on the conversation's transcript. Agents can use this information to confirm where their conversation should proceed and what is required before their next contact. Managers and supervisors can use this to coach agents on effective next steps planning.
* **Call Outs** are specific words or phrases noted as significant within a conversation, determined by an account's configured [Indicators](#indicators-call-outs). This section also notes Good Questions and Next Steps identified by AI analysis.
* **Topic Highlights** are broad, large-scale themes identified within a conversation, determined by an account's configured [Topics](#topics).
* **Speech Events** reflect the number of identified instances where conversational silence or crosstalk exceeded [defined thresholds](https://library.zoom.com/business-services/zoom-quality-management/account-management#account-administrators-can-further-customize-topics-indicators-and-thresholds-for-silence-and-crosst), and the number of times a call was put on hold.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdlOgoQ97hfuzM3zD8vcUywbbtHpyB23gCuPL29mP3XXRG5CqsLryTepoT3uk67HHlJ2TTXBAVKmN8zbYSMoRR-60lEN90jWKeL1Xg8lV659hnykzOloOMkAJvS0gvylae0rb31dPoQyG8L5fgUCgBNl6oo?key=A6JppSKd1EpGYzJGvNEH8g" alt="" width="375"><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">Quality Management includes enhanced reporting capabilities</mark>

The following reports and dashboards are available within Quality Management.

* The **Indicator Mentions Report** is a dynamic report displaying the frequency and percentage of interactions containing configured Indicators, phrases, or keywords, with trend analysis over time.
* The **Speaker Metrics Report** provides an overview of individual agent performance over time to track changes from coaching and identify trends.
* The **Evaluation Scores Report** provides a summary of agent evaluations over specified time frames to identify top and bottom performers.
* The **Response Breakdown by Question Report** is a visual representation of scorecard scores in pie or bar chart formats.
* The **Evaluator Performance Historical Report** details evaluation completion by supervisors, including completed evaluations, average scores, and evaluation dates.
* The **Trending Topics Dashboard** provides real-time insights into topics customers raise when contacting the call center, enabling supervisors to identify emerging issues, spikes in discussion topics, and trends in customer sentiment.
* The **Topic Mentions Report** provides detailed insights into the broader themes and subjects discussed during customer interactions.

#### <mark style="color:blue;">Each conversation includes an Agent Summary, providing details about how the agent interacts with the consumer, like the talk-to-listen ratio, filler words used, and more</mark>

Each conversation analyzed by Quality Management includes an **Agent Summary** providing insight into how agents interact with consumers. The Agent Summary includes the user’s talk-to-listen ratio, the longest uninterrupted spiel, the number of filler words used per minute, average talking speed, and the average time the agent waits to respond. With these metrics, managers can create coaching opportunities to improve agent performance over time.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfnblE_cPeWm4ZpxDrsuTD55DzOYDb33x7meNyzgxCX-tu-8QV4W1Ua6RJeVR2vRFRQ8Tb03Tn9nEhjDDVrIU-09M07tzcpcMegg8kbK8xztGqxtWjIIFBeq4JZ63ivOb4SDAUYzj95tqkjbTOSZwPaLyYJ?key=A6JppSKd1EpGYzJGvNEH8g" alt="" width="563"><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">The Speaker Metrics Report tracks agent performance over time</mark>

The Speaker Metrics report provides an overview of an individual agent's performance over time. This enables supervisors to track agent performance — including changes as a result of coaching and feedback — and identify trends such as changes in speech events, talking speed, or talk-to-listen ratio.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdPWSZ4gLQKe026DF06L-Jf54Q6g9TskpHr5ieXTXZJgJuBjgpYy9N1Jo6QNgwp97KCm2Sj87RkfBvsKX8nZV7FCtLsrSEzHCTTWilv-IsxeEvwfYK-RxEPr-GL71x6T92rVvYF3k89EmzQGrtDOIalXKwt?key=A6JppSKd1EpGYzJGvNEH8g" alt="" width="563"><figcaption></figcaption></figure></div>

The Subscriptions section allows supervisors to automatically subscribe to recurring reports on a daily, weekly, or monthly basis for the Evaluation Results by Agent and Evaluator Performance reports.

#### <mark style="color:blue;">Sentiment scores are calculated through AI transcript analysis</mark>

At this time, Quality Management's sentiment scores are calculated solely through AI analysis of a conversation's transcript and do not account for other factors such as tone, volume, or talk speed. For example, AI models may interpret "great" as positive, "okay" as neutral, and "whatever" as negative in some contexts.

Interactions analyzed by Quality Management include a graph of the conversation's sentiment over time. When a sentiment change occurs, users can interact with the insight's pop-up window, which includes a link to sections of the transcript for additional context and an embedded play button to hear or watch that section of the conversation.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc_6V4uJ5PDxjiVAqgpskHMT1-Wkkb-DtGyexumGxVRCjqwroHPlaORzeOGuIL2osvjI6l5yv3yIx84OUqVAp51tpQVjnOOwldj1Rg2xglqKKWI9P2S3QNi7pEzJU6QRyDrLC3Q3e2MNDXQHvLoBeyLN6-C?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

### Indicators (Call Outs)

#### <mark style="color:blue;">Indicators (Call Outs) are customizable keywords and phrases tracked within conversations</mark>

Indicators, identified under the **Call Outs** section, are customizable keywords or phrases highlighted within a conversation's analysis. Indicators can be used to capture critical moments of a conversation or track mentions of a specific competitor, feature, product, or phrase. Accounts use Indicators to identify specific elements of conversation worth reviewing or tracking.

For example, a business focused on reducing churn relative to competitors can create Indicators for their own products and those of competitors. When an Indicator is mentioned within a conversation, the business can quickly identify the context of the mention and address the consumer's need or concern accordingly.

{% hint style="success" %}
**Example**

If a business specializes in candy, they can create Indicators for the various types of candy, like Gummy Candy, along with specific examples of those candies, like gummy worms or gummy bears.
{% endhint %}

The following images provide an example of Indicators noted in a conversation’s analysis. Within this image, the Indicators *Hard Candy* and *Gummy Candy* are noted, because Indicator-specific keywords or phrases, like gummy bears and gummy worms were noted in the conversation’s transcript. After clicking an Indicator (for example, gummy candy), the transcript will reflect sections in the conversation where the Indicators were noted.

<div><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcf0tx_irntg7xB_c1ryQ6xuuAXgxaTc_3wrfTPlM9zYs6pv-kV71tzxuF6G_WNRXHqDms-rwwbpBOBPIbfoFhsRABEM04h9GuNBRkx88MKqLymGw2wb-2QaLq_rl4wGCklzRBGLwnFawsvdMI3re_Xa1xw?key=A6JppSKd1EpGYzJGvNEH8g" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfBut6v04k-yuQwzECbUhRzLp_GS-kgRpfiaqKNoeVohfo-pHGrjeet0NPZ-ohzUMPUUV2OP3Q_Kb7valTq967YunUPPXGTeDIyv7q8UGA_5IjOBmAN29O117BCuad_FLa79bLCtIZrgPUiPuD-ROGHAuoG?key=A6JppSKd1EpGYzJGvNEH8g" alt="" width="375"><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">Indicators can be organized into custom categories</mark>

Accounts can create multiple custom categories to group and track Indicators mentioned within conversations. This provides flexibility to create classification systems suited to each account's needs, environment, or sector.

{% hint style="success" %}
**Example**

If your business specializes in chocolate candy, you could create a *Competitors* category, with an Indicator for each of your primary competitors’ candy types, like *hard candy* or *gummy candy*.\
\
Using Quality Management, you can create an Indicator for *Hard Candy*, with the following keywords:

* lollipops
* candy canes
* butterscotch

You could also create a second Indicator for *Gummy Candy*, with the following keywords:

* gummy worms
* gummy bears
* fruit slices
  {% endhint %}

When combined, account administrators can review which Indicators are most commonly mentioned, along with which of their competitors is mentioned, in addition to the specific product that is being mentioned. This can provide key context to a consumer’s sentiment and if they are interested in a competitor’s product(s).

The following image provides an example of the previous example’s Indicators and their associated keywords grouped under the common Competitors category.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXemS9Vhk1VqvhQE0bs_dCHQ_sxLIPKodSHxErgumdrpXfKG_jLljCW3MOQHGz6CvQKyYOlLDSIQAm_5O_tnvYvrXxi9mBgoIXbGtMarrvorJjeMLb_WBkcF4TRmYy60PmDRanPZIYKWrrdz5t5n-P2QrLM?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">**Indicators match against the spoken language of an interaction**</mark>

Indicators match against the spoken language of an interaction and its associated transcript. Indicators should be developed in the language or languages expected in the business environment.

#### <mark style="color:blue;">**Indicators can be retroactively applied to historical conversations**</mark>

After adding new indicators to an account, interactions will retroactively reflect the new Indicators upon analysis, helping businesses quantify common themes over time as trends become clear.

#### <mark style="color:blue;">**Accounts are allowed up to 250 indicators**</mark>

As of the date of this document’s publication, accounts are currently allowed up to 250 unique indicators.

#### <mark style="color:blue;">Indicators can be set up to be triggered by agents, consumers, or both</mark>

When creating an Indicator, account admins can configure if the Indicator will be noted in a conversation’s analysis based on who mentioned the keyword or phrase in the conversation.

For example, a contact center agent might regularly reference a product or set of features, which may skew analytics for Indicators mentioned. However, these data points may prove valuable if a consumer mentions these products or features, indicating their sentiment or business needs. Alternatively, an account may choose to always highlight indicator mentions, by either an agent or consumer, for quality assessment and complete coverage.

#### <mark style="color:blue;">The Indicator Mentions report provides insight into Indicator frequency and trends</mark>

The Indicator Mentions report displays the frequency and percentage of interactions containing configured Indicators, phrases, or keywords, and supports trend analysis over time. Supervisors can use this report to monitor interactions and identify issues and trends.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcseIJz6K9_-F27bMlFN7U899LsSO8F9R6vNCHzEIrrqs-_meth1U9vmxgP_LwmPQhcvuw5G_RCYtL7LEUXytxUeK4M_unhstT4bqLumuRslAW5scc-7m8k06Mqs6gxzgGv0zpNjh4AyTCFW3CEAAzJEa0K?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

After reviewing an Indicator's aggregate analytics, additional detail is available in line or bubble view. Supervisors can drill further into Indicator analysis to see specific conversations and moments in the transcript where the Indicator was mentioned, including the ability to filter data by account or user and review transcript snippets for individual keywords.

For example, the following image shows additional information for the **Churn risk** Indicator.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcbXjWVNuQlDpBQRqlilFOeQIWCbgowmq1GuXEp5T87cfdxxdpISgbWOtciMi-_7h_RdGnh2wSKZmc0_XSIitchoB_mE0V9my10L_lTH1WjGVzc-_A6J1IC0ZD5MjFVaI5XsH_v0gKjUrjX_QRuPioG2jMC?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

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.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfIFrAwPsyTZe2jgYv3bMLyKg34bYxH9U3AIGpriS4v2tn53ZNJAVK0z0SQmqsJ1y5TZ36CrjALmFL3RFUJ3Y_GACVaIm4eEOlVpmMEpiUJ2-xXT0c1shY08bjX3TNMKZXorCzG7tzcpMsvyvAwnkr-1KpH?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

### Subscriptions

#### <mark style="color:blue;">Supervisors and administrators can subscribe to Indicator mention notifications</mark>

Quality Management supervisors and administrators can subscribe to Indicator mention notifications via email to track or monitor specific themes or trends. When subscribing, the user can choose to receive subscription notifications on a daily, weekly, monthly, or continuous (i.e., as-it-happens), basis.

For instance, a contact center manager may subscribe to an Indicator for escalation requests that track the frequencies of consumers requesting to speak or escalate a situation to a manager.

#### <mark style="color:blue;">Subscriptions can be specific to a keyword, phrase, or the entire Indicator</mark>

Subscriptions can be scoped to a specific keyword, phrase, or an entire Indicator. For example, if the Indicator "Cancel Service" contains the keywords cancel, terminate, discontinue, end contract, and termination, a user can subscribe to all keywords or to specific phrases only.

### Topics

Topics track broad, predefined themes within a conversation and provide insight into consumer concerns. Rather than tracking themes through specific keyword matching — as Indicators do — Quality Management uses AI and ML algorithms to identify questions or statements relevant to a predefined theme. Topics can surface relevant conversation segments even when the exact language varies.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfS0_I_TskT4J_EUSO7pLzUrPk6D62c3pInaGX1-G1vNyB0cdJkBPphISGF_kPTGM5gbLFTh-ewbrT9N8QDswtIiC5DaocRal9LNy49gQmH9cIZYt0ej5nqv0iBRtDy8nWZBeSmBTJ0VSnWyCP0iqVMOZq4?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">Quality Management includes seven default topics and supports up to 10 additional custom topics</mark>

Quality Management includes seven default Topics that it automatically tracks within conversations: Pricing, Legal, Privacy, Security, User Requirements, Hardware, and Licensing. Accounts can configure up to 10 additional custom Topics; account admins must provide a variety of guided sentences through which the Topic's theme can be understood by the AI and ML algorithms.

The following image contains an example of the Privacy Topic and its foundational guiding sentences.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeX3sj8yBdxPLGxumTLPyJAU77vwQYI7pjl06OWSTOv1PdUX4N79pPbFcxjS0mDaqVV2mwD4wUouGW1_zYcn-CifgOS1aePl2Uk3-hzm488Nqcn118POljAOM-RYnRTHk4mqDzAjvq491uqP0rORCVcDVRy?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">Topics match exclusively against the transcript of an interaction</mark>

Unlike [Indicators](#indicators-call-outs), which identify spoken words within the spoken language, Topics are processed through an AI and ML engine. Conversations in supported languages other than English are first transcribed into English before Topics matching occurs. When a Topic is created in a supported language other than English, it is translated to English for storage and matched against the translated transcript accordingly.

### Speech Events

#### <mark style="color:blue;">Speech Events identify moments of silence, crosstalk, and hold</mark>

Speech Events help supervisors identify moments in an interaction where silence or crosstalk exceeded an account's [defined threshold settings](https://library.zoom.com/business-services/zoom-quality-management/account-management#account-administrators-can-further-customize-topics-indicators-and-thresholds-for-silence-and-crosst), as well as the number of times a call was placed on hold. This supports supervisors in confirming that interactions meet organizational standards and in identifying where in an interaction these events occurred.

#### <mark style="color:blue;">Speech Events are outlined and labeled below the interaction’s media player</mark>

When viewing an interaction, supervisors can see an outline and chronology of the conversation's Speech Events below the media player. This view shows who spoke, when they spoke, and the type and duration of each triggered event.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcqu0oY28ftWe1Glzu4mwU9Z8x_PsqXLrXFBxV9B8YLlgqDUHw6ysJhtnCxQlyGItHcGIa1xl8KPCG3oBcYrHafLjC1Rx8G3Od1L7Rv4Tm8oX9I1TE3-ETooog-9HTZc-wkvVA2i34yV8KzB9xD3ri-6cQs?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://library.zoom.com/business-services/zoom-quality-management/quality-management-explainer/insights.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.