Overview

This section provides an overview of Zoom Quality Management.

Quality Management adds conversational analytics and performance tools to Zoom Contact Center

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.

Note

Quality Management focuses on specific interactions, not total engagements.

Quality Management analyzes individual interactions within a broader engagement

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.

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.

How Does It Work?

Quality Management analyzes transcripts using AI analysis

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.

Quality Management supports organizational compliance and consumer sentiment analysis

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

Quality Management offers analytical, evaluative, and AI-assisted capabilities

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

Auto QM provides AI-powered automatic evaluation

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 can reference data beyond transcription content when completing automated scorecards — including sentiment scores, engagement metrics, speech events, and performance indicators. This expands the range of questions that can be accurately answered through automation.

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).

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

Ask QM is a conversational AI interface for quality analysis

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 supports multi-interaction querying with filters — users can narrow the scope of a query by agent, customer, date range, and topic to analyze patterns across up to 50 different interactions simultaneously. Users also see a list of pre-defined prompts when opening Ask QM, and can access a history of recently submitted prompts across different interactions without retyping.

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.

Quality Management is available as part of Zoom Workforce Engagement Management

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.

Coaching Sessions help supervisors develop agent improvement strategies

Supervisors can create coaching modules to develop improvement strategies based on previously identified opportunities or ongoing coaching initiatives. Sessions can be scheduled as Zoom meetings, in-person meetings, or asynchronous/offline sessions. When QM is used alongside Zoom Workforce Management, the system queries WFM schedules to identify optimal low-volume time slots for sessions, which then appear automatically on agent WFM calendars.

Screen Recording gives supervisors visibility into agent desktop activity

Administrators can enable screen recording for QM accounts, capturing up to four agent monitors during voice interactions in Zoom Contact Center. Recordings are available for playback alongside call audio and can be downloaded by users with appropriate permissions.

Zoom-Hosted Models Only (ZMO) customers can enable Auto QM and Ask QM

Accounts that have opted into Zoom-hosted Models Only (ZMO) can enable Auto QM and Ask QM in Account Settings. When ZMO is active, AI processing is restricted to Zoom-owned or Zoom-hosted models only, giving organizations control over which parties have access to their conversational data.

Supported Languages

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

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