> For the complete documentation index, see [llms.txt](https://library.zoom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://library.zoom.com/technical-library/zh-tw/shang-wu-fu-wu/zoom-contact-center/zoom-customer-experience/agent-experience/zoom-quality-management.md).

# Zoom 品質管理

本節概述 Zoom Quality Management 中的客服人員體驗。

{% hint style="info" %}
**注意**\
本節假設客服人員已被指派 Zoom Quality Management 授權。若讀者有疑問，建議參考 [Zoom Quality Management 說明文件](/technical-library/zh-tw/shang-wu-fu-wu/zoom-quality-management/quality-management-explainer.md) 以取得產品及其基本元件的完整概覽，或與他們的 Zoom 帳戶團隊聯絡以獲得更多資訊。
{% endhint %}

### 評估通知

根據帳戶設定，當主管評估互動時，客服人員可能會收到電子郵件通知，並可選擇要求客服人員確認，或僅向其告知。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcDdifJSpHCYbdLCZVjGmAW4OTHaeVL5peKg1UycVsDEzsXsxqU-MgCrNa0Z3G2ZBJHpt1mFaYYuV7-XY72QqxLKG0HdIk3N6qguh_ZkperhxnzewrxJfVW0zKaMfT40RwLYoZU8w?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfG86i-ZV3olukNsw5OhBSMTYMsubBwHWJyuDRUXstB7V-SEZNyglyiqVXm8RTEOkSE0wcnE_epTl_n-2FUpmrhwoA13nsDLMGdkzIpqyXWfsFGxlykCK2xMKqtagMCTQGTAhAN?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

### 回覆評估

收到評估後，使用者可以檢視其回饋與反思，並可選擇確認或提出異議。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd7p86gZ-dAA7m1z-ARZpAmgaI63kKmn6hUQqIMlKOUoTdS6QAG6uVQHtjx5oR_TOPTzFt8-7bxN-Q3b5_cyj3_7lh9_AEzn7XnarHkn6iOypWh_QJGg0n7SdqhqGmI25npDQpkUA?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

如果對評估提出異議，評估者將收到電子郵件通知，並有機會透過重新評估該互動或重新確認分數來回應客服人員的回饋。

### 分析與報表

請參閱 [分析與報表](/technical-library/zh-tw/shang-wu-fu-wu/zoom-contact-center/zoom-customer-experience/analytics-and-reporting.md) 區段。

### 自動 QM：客服人員工作流程

Zoom AI Companion 會自動為客服人員互動產生評估分數與回饋，這些內容會顯示在 **我的評估** 儀表板中。

客服人員可使用的功能包括：

* 檢視近期互動的 AI 產生評估
* 識別 AI 標記的效能問題
* 回應或確認評估
* 依類型篩選評估（手動、AI 評估）

可在以下位置找到自動 QM **客服人員工作區 > 我的評估 > 評估類型：AI 評估**.

![客服人員檢視 AI 產生的評估，包含分數與明細](/files/06b3ba2bcf75d9a677ff37fb33d988c085afafe1)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## 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, and the optional `goal` query parameter:

```
GET https://library.zoom.com/technical-library/zh-tw/shang-wu-fu-wu/zoom-contact-center/zoom-customer-experience/agent-experience/zoom-quality-management.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

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.