> 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 Quality Management

本節概述 Zoom Quality Management 中的代理人體驗。

{% hint style="info" %}
**附註**\
本節假設已指派代理人 Zoom Quality Management 授權。若有疑問，建議讀者參閱 [Zoom Quality Management 說明](/technical-library/zh-tw/shang-wu-fu-wu/zoom-quality-management/quality-management-explainer.md) 以全面了解此產品及其基本組成，或聯絡其 Zoom 帳戶團隊以取得更多資訊。
{% endhint %}

### 評估通知

根據帳戶設定，當主管評估某次互動時，代理人可能會收到電子郵件通知，並可選擇要求代理人確認或僅通知他們。

<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>

### 回應評估

收到評估後，使用者可以檢視其回饋並反思，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>

如果評估遭到異議，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再次確認分數來回應代理人的回饋。

### 分析與報表

請查看 [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：代理人工作流程

Zoom AI Companion 會自動為代理人的互動產生評估分數和回饋，這些內容可見於 **我的評估** 儀表板。

代理人可使用的功能包括：

* 檢視最近互動產生的 AI 評估
* 辨識 AI 標示的效能問題
* 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 **代理人工作區 > 我的評估 > 評估類型：AI 評估**.

![代理人檢視 AI 生成的評估，包含分數與明細](https://2668295848-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FctBXUMeBy4rtLMmMkKRG%2Fuploads%2Fgit-blob-acb2644f64a0a54d89c74c3c71a2f573c84fbdce%2Fagent_auto_eval_view.png?alt=media)


---

# 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>
```

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