# Overview

#### <mark style="color:blue;">Quality Management adds conversational analytics and performance tools to Zoom Contact Center</mark>

Zoom Quality Management is a Zoom Contact Center add-on designed to improve a contact center's operations, agent performance, and consumer satisfaction. AI-identified topics and keywords (i.e., Indicators) allow supervisors to understand how customers engage with the contact center across all available channels, providing a foundation for business insights.

Quality Management monitors and analyzes consumer interactions and agent performance, surfaces actionable insights, and identifies areas for improvement.

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**Note**

Quality Management focuses on specific interactions, not total engagements.
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#### <mark style="color:blue;">Quality Management analyzes individual interactions within a broader engagement</mark>

A contact center engagement is the specific instance of a customer's contact center experience, such as a customer calling in for help with a problem. Within each engagement, there are one or more interactions, defined as unique contact points between a customer and an agent. Zoom Quality Management focuses on these individual interactions.

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**Example**

In one engagement (e.g., a phone call), a customer has three interactions: one with tier-one support, one with tier-two support, and one with a manager. If the customer hangs up and calls again, a new engagement begins, which may also include multiple interactions. Zoom Quality Management empowers supervisors to review each specific interaction within the overall engagement, allowing them to focus on individual contact points, rather than the entire engagement. Supervisors can still easily see and navigate between all interactions associated with a common engagement.
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### How Does It Work?

#### <mark style="color:blue;">Quality Management analyzes transcripts using AI analysis</mark>

At its core, Quality Management uses artificial intelligence (AI) and machine learning (ML) algorithms to analyze transcripts of contact center engagements, and provides insights and analyses that contact center teams can use to provide better consumer experiences.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc8Lat8i0wETd0UkxG71yXuqlbYXZ3c01SPc5WeqV3Mzivq2UxO8UX9bXLZeKi49iFpfnIYWMXq3WLWcOaIUC5uph5HpnV_YM0IYp8uANuUNN6oPHzhtRymiqSfuElf09H7YksM5EZRuN_i2LmyzErP6ZY?key=A6JppSKd1EpGYzJGvNEH8g" alt=""><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">Quality Management supports organizational compliance and consumer sentiment analysis</mark>

Because Quality Management can record contact center engagements for analysis, accounts can review entire conversations to help verify organizational compliance. These recordings can be coupled with Quality Management's built-in tools — including scorecards and evaluations — that assist managers and supervisors with assessing agent interactions with consumers, helping to ensure adherence to established protocols and procedures.

Quality Management is also designed to discern consumer sentiment through transcript analysis based on word choice and phrasing. Moments of explicit language, requests to speak with a manager, or expressions of frustration are reflected in the sentiment score of the conversation. This allows for proactive measures to address consumer dissatisfaction before it escalates.

### Features and Availability

#### <mark style="color:blue;">Quality Management offers analytical, evaluative, and AI-assisted capabilities</mark>

Features include, but are not limited to:

* Speech analytics
* Support for multiple contact channels, including voice, video, SMS, messaging, and email
* Auto QM — AI-Powered Automatic Evaluation
* Ask QM conversational AI interface

#### <mark style="color:blue;">Auto QM provides AI-powered automatic evaluation</mark>

Auto QM uses Zoom AI Companion to automatically evaluate customer interactions within Zoom Contact Center. This feature enables scalable, AI-driven quality management across voice and digital channels.

Auto QM automatically generates evaluation scores and feedback for agent interactions. AI-generated evaluations are visible in the My Evaluations dashboard under "Evaluation Type: AI Evaluation." Automation rules are configurable with multiple criteria and integrate with existing Quality Management workflows.

Administrators can configure automation rules from the Quality Management tab in Zoom Contact Center settings (**Admin Portal** > **Contact Center Management** > **Quality Management** > **Add Automation**).

#### <mark style="color:blue;">Ask QM is a conversational AI interface for quality analysis</mark>

Ask QM is an AI-powered assistant embedded within Zoom Quality Management that enables supervisors and analysts to use natural language queries to analyze call quality trends, uncover root causes, and trigger remediation workflows without navigating multiple dashboards.

Ask QM has visibility into the transcript and metadata of a single interaction, or can be used in multi-ask mode on up to 50 different interactions simultaneously. Natural language prompts are entered through the AI Companion text field at the top of the QM dashboard.

Ask QM requires an Advanced QM license. Users must hold account owner or admin privileges, or a relevant role with interaction and evaluation review permissions.

#### <mark style="color:blue;">Quality Management is available as part of Zoom Workforce Engagement Management</mark>

Quality Management is available exclusively as part of the Zoom Workforce Engagement Management (WEM) add-on for Zoom Contact Center. WEM consists of add-on solutions designed to enhance contact center capabilities. When used in conjunction with Workforce Management — another WEM suite product — contact center managers can further enhance agent performance and availability.

Workforce Management features include agent forecasting, scheduling, shift management, time-off management, and more.

<div data-with-frame="true"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcgYmKp9zElKy39CkQ54t17bxKMVtG8Mgth_dGyemZO-5aZ1Vf8yMzaul3fvkKSN7oD0nFui3KI-Mcycc_N2MISPZUVQYlTQGC4HdhV6HMnymCKxfJllLg3-fkCx2C237MGvaZWYflH1rCbfGVnYNkcUN_c?key=A6JppSKd1EpGYzJGvNEH8g" alt="" width="563"><figcaption></figcaption></figure></div>

Quality Management currently supports English and 26 additional languages for transcription and conversational insights.

| <ul><li>Arabic</li><li>Chinese (input is Mandarin; output is in simplified Chinese)</li><li>Czech</li><li>Danish</li><li>Dutch</li><li>Estonian</li><li>Finnish</li><li>French</li></ul> | <ul><li>German</li><li>Hindi</li><li>Hungarian</li><li>Indonesian</li><li>Italian</li><li>Japanese</li><li>Korean</li><li>Malay</li><li>Polish</li></ul> | <ul><li>Portuguese</li><li>Romanian</li><li>Russian</li><li>Spanish</li><li>Swedish</li><li>Thai</li><li>Turkish</li><li>Ukrainian</li><li>Vietnamese</li></ul> |
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