Performance Management Tools

Performance Management provides features that assess the quality of your agent’s interactions and identify areas for improvement.

Performance Management provides supervisors and administrators with the tools to systematically evaluate contact center interactions and identify areas for improvement through scorecards. Once the scorecard infrastructure is built within Quality Management, supervisors can review conversations as part of a scheduled assessment or on a spontaneous (ad-hoc) basis, with the flexibility to assign multiple reviewers to the same interaction to help ensure scoring consistency.

Scorecards

Scorecards are a list of user-defined questions used by a supervisor to score agent performance during consumer interactions

Within Quality Management, consumer interactions are evaluated through scorecards containing a list of user-defined questions intended to score an agent’s performance. Each scorecard template must be built by a Quality Management supervisor or administrator with sufficient role permissions before it can be applied to a conversation.

Scorecards support three question types—yes or no, single choice, and a rating scale—and can be used in any mixture

A Quality Management administrator may choose one of three question types for each question on a scorecard: yes or no, single choice, or a rating scale. Each scorecard may use any mixture of these question types as desired.

Scorecard questions support weighted values, cumulative scoring, evaluator comments, required responses, and automatic failures

Scorecard questions support a multitude of features to improve the evaluation process. Features available for scorecard questions include:

• Weighted Values: Questions within a section may contribute more or less to a passing grade based on the importance of the question.

• Cumulative Scoring: Questions may be assigned a value that contributes to a cumulative evaluation score. Depending on the agent's actions, their cumulative score may not meet a passing grade if they failed to follow proper procedure.

• Evaluator Comments: The scorecard evaluator may leave comments or notes for a specific question.

• Dispute Resolution: Agents can challenge evaluations through a formal dispute process. Evaluators receive email notifications and can respond by re-evaluating or re-affirming scores.

• Agent Acknowledgment: Account admins can require agents to acknowledge completed evaluations. Agents receive email notifications and can acknowledge or dispute within a set timeframe.

• Required Responses: The scorecard question must be answered and cannot be left blank.

• Automatic Failure: If an agent fails a question, the entire scorecard is marked with a failing grade.

Scorecards support percentage-based and points-based scoring

When designing a scorecard, the Quality Management administrator may use either a percentage-based or points-based system. In a percentage-based system, the evaluation is expressed as a percentage (90%, for example). In a points-based system, it is expressed as a numerical score (90/100 or 133/150, for example). The only significant difference between these two systems is that percentage-based scoring enables weighted scoring by section, whereas points-based scoring is exclusively cumulative.

Scorecards support both evaluation-level and section-level automatic failure

Specific answer options can be designated as automatic failures that set the entire evaluation score to zero.

Additionally, admins can configure section-level auto-fail: a designated answer triggers a zero score for that section only, while the scores of remaining sections are not impacted. The final evaluation score is then recalculated from the unaffected sections.

Default answers streamline evaluation workflows

Pre-selected default answers can be configured for any scorecard question, including rating scale questions. Evaluators see these answers pre-selected when opening a new evaluation and can change them as needed. This reduces repetitive manual entry for common or expected responses.

A running total score is visible in real time during evaluation

Evaluators can see a continuously updated total score while completing an evaluation. The score recalculates as answers are changed or selected, with unanswered questions counted as zero. This gives evaluators immediate insight into an agent's performance before submitting.

Scorecards can be exported and imported via CSV

Admins can export any scorecard to CSV and import a modified CSV to create a new scorecard or update an existing one. All scorecard elements are captured in the export, including questions, descriptions, answers, sections, and settings. A CSV template is available for download.

All elements of a published scorecard can be modified

Supervisors and admins can modify any element of a published scorecard — adding or removing questions, adjusting point values, changing scoring format, or adjusting section weighting. When non-cosmetic changes are made, the system automatically creates a new scorecard version while preserving all historical evaluations completed under the prior version.

Response breakdown analytics now include section-level data

The Response Breakdown by Question report now provides analytics at the section level in addition to question-level and overall score views, enabling supervisors to identify which areas of a scorecard are driving performance trends.

Evaluations

An evaluation occurs when a supervisor applies a scorecard to an interaction

An evaluation occurs when a Quality Management supervisor or manager applies a scorecard to an agent’s conversation. To perform an assessment, a user with sufficient role permissions navigates to an interaction, selects the Performance tab, clicks Evaluate, and selects the appropriate scorecard.

Evaluations can be assigned to other supervisors and managers

In addition to spontaneous (ad-hoc) evaluations, a manager or user with sufficient role permissions can assign evaluations to other Quality Management supervisors or managers.

Calibrations are intended to test the consistency of a scorecard's application within an organization. Offline Interaction Management allows supervisors and managers to manually add offline interactions for scoring within Quality Management to apply consistent scorecard criteria across all interaction types. Comments and Feedback allow supervisors and managers to leave comments at specific timestamps within each interaction, tag agents or supervisors for notifications, and create public or private comments. Moments are highlights of recordings — short clips within interactions — that can be shared as examples for others.

When an evaluation is assigned, the assessor receives an email with a direct link to the conversation, the scorecard to be used, and a due-by date.

Agents are notified of completed evaluations and may acknowledge or dispute

After an evaluation is performed, users are notified via email. From there, users can review their evaluation for feedback and reflection, with the option to acknowledge or dispute the evaluation.

If an evaluation is disputed, the evaluator receives an email notification and may respond by re-evaluating the interaction or re-affirming the score. Supervisors can also access disputed evaluations from the Quality Management web portal.

Supervisors can require agents to acknowledge evaluations

Supervisors can require agents to acknowledge completed evaluations. If an agent does not acknowledge or dispute the evaluation within the account's configured timeframe, it is automatically acknowledged by the system.

Agents can dispute specific question responses, not just the entire evaluation

When submitting a dispute, agents can select the specific question responses they disagree with, eliminating ambiguity and reducing reviewer effort. Supervisors and evaluators can focus their review on the disputed responses directly.

Evaluation goals offer flexible configuration options

Evaluation goals can be edited while active, without needing to delete and recreate them. Access to view or modify goals is controlled via dedicated role permissions, with view and edit access granted to admins and supervisors by default. Goals can be configured with daily, weekly, monthly, or one-time recurrence, and can be set to randomly sample interactions across the agent base to balance evaluator workload. When configured with random sampling, only recent, unevaluated interactions are surfaced.

"In" and "not in" condition operators reduce complexity when building goals

When creating evaluation goals or automation conditions, users can select "in" and "not in" operators for conditions such as agent name, channel, disposition, indicator, language, team, and topics. These operators replace multiple OR rows with a single condition, simplifying goal and automation setup.

The Evaluations page shows completion timestamps for each evaluation

A Completed column in the Evaluations table displays both the creation and completion timestamp for each evaluation, removing the need to open individual evaluations to retrieve this information.

Automated evaluations can be permanently deleted

Users with appropriate permissions can delete an automated evaluation from the interaction detail page. Once deleted, the evaluation is permanently removed from the system and excluded from all analytics, reports, and metrics.

Calibrations

Calibrations test scorecard consistency across multiple assessors

Calibrations test the consistency of a scorecard's application within an organization. To perform a calibration, a user with sufficient role permissions creates a calibration session in which multiple assessors are selected to apply a common scorecard to the same conversation. When an assessor is assigned to a calibration session, they receive an email similar to a routine evaluation notification. A successful calibration reveals a generally consistent score between assessors, with little to no variance across the scorecards.

The following image provides an example of a calibration assignment pop-up.

Calibration sessions now support names, completion tracking, and score averages

Admins and supervisors can name calibration sessions for easier lookup. The session view shows the average score across completed evaluations and a completion percentage indicating how many assigned evaluators have finished. When reviewing an evaluation during calibration, supervisors can see whether the interaction is in an active calibration session.

Automation

Automation rules trigger evaluation assignment based on configurable conditions

Administrators can create automation rules to automatically assign evaluation tasks when interactions meet defined conditions. Supported condition types include: agent, channel, disposition, indicator mention, indicator absence, language, team, topic, and duration-based metrics. Conditions support AND/OR logic, as well as "in" and "not in" operators.

Automation priority is determined by card order, which is configurable

Admins can drag automation cards on the Automations page to reorder them. The first matching automation is applied when evaluating an interaction, so card order determines priority.

Automation values can be configured before they appear in Quality Management data

Admins can configure automations for new dispositions or queues immediately after creating them in Zoom Contact Center, without waiting for an interaction with that value to be analyzed by Quality Management first.

Language is a supported automation condition

Admins and supervisors can use the language spoken in an interaction as a condition when building or modifying automation rules, enabling language-specific evaluation assignments.

Coaching Sessions

Supervisors can create coaching sessions to develop agent improvement strategies

Coaching modules can be created by supervisors to address previously identified performance opportunities or ongoing improvement initiatives. Sessions can be scheduled as Zoom video meetings, in-person meetings, or asynchronous/offline sessions.

WFM integration enables optimal coaching session scheduling

For users licensed in both Quality Management and Zoom Workforce Management, the system automatically queries WFM schedules when creating a coaching session to suggest optimal low-volume time slots within a specified date range and duration. Upon confirmation, coaching sessions appear as scheduled activities on agent WFM calendars.

Screen Recording

Administrators can enable screen recording to capture agent desktop activity during interactions

When screen recording is enabled, Quality Management captures agent desktop activity during voice interactions in Zoom Contact Center. Up to four monitors can be recorded simultaneously if the agent is using multiple displays. Screen recording requires Zoom Workplace desktop app version 6.7.0 or later.

Screen recordings can be downloaded alongside audio files

Quality Management users can download the screen recording and the audio file for an interaction together, subject to their role permissions. The combined download provides a more complete picture of the interaction for coaching and compliance review.

Note

Screen recording captures activity on the Zoom Workplace desktop application only. It does not record browser activity or other applications running on the agent's machine.

Moments

Moments are short, recorded segments — or clips — of an interaction and can be shared with others

Within Quality Management, Moments are short recordings that highlight important moments from a conversation and can be shared with others for viewing or learning opportunities.

For example, if an agent handles a difficult situation notably well, a supervisor or manager can create a Moment highlighting what the agent did well and share the recording link with others, including users external to the account.

Moment sharing now supports password protection and expiration dates

Account owners and admins can configure sharing restrictions at the account level, requiring password protection and setting expiration dates for shared moment links. These controls can be scoped by user role, allowing organizations to enforce governance over how sensitive interaction clips are shared externally.

Additional Features

Note

These features vary by role and permissions.

Supervisors and managers can also add manual or “offline” interactions to score conversations not captured by their Contact Center integration

Supervisors can manually add offline interactions to score conversations within Quality Management that were not captured by a Contact Center integration, helping ensure a consistent set of criteria is used across all interactions.

Supervisors and managers can leave comments on specific sections of a transcript for discussion, feedback, or follow up

Supervisors and managers can leave comments on specific sections of a transcript for discussion, feedback, or follow-up. Commenters can tag an agent or supervisor, who will receive a notification with a link to the comment. Comments can be designated as public or private.

The following image provides an example of a comment left within a conversation.