> 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/shang-ye-ban-fu-wu/zoom-contact-center/zoom-customer-experience/agent-experience/zoom-quality-management.md).

# Zoom 质量管理

本节概述了 Zoom Quality Management 中坐席的体验。

{% hint style="info" %}
**注**\
本节假定坐席已分配 Zoom Quality Management 许可证。有疑问的读者建议参阅 [Zoom Quality Management 说明](/technical-library/zh/shang-ye-ban-fu-wu/zoom-quality-management/quality-management-explainer.md) 以全面了解该产品及其基本组成部分，或联系他们的 Zoom 账户团队获取更多信息。
{% endhint %}

### 评估通知

根据账户设置，当主管评估某次互动时，坐席可能会收到电子邮件通知，并可选择要求坐席确认，或者仅向其告知。

<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>

### 回复评估

收到评估后，用户可以查看其反馈并进行反思，也可以选择确认或对评估提出异议。

<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>

如果对评估提出异议，评估者将收到电子邮件通知，并可通过重新评估该互动或重新确认评分来回应坐席的反馈。

### 分析和报告

请参阅 [分析和报告](/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/zoom-customer-experience/analytics-and-reporting.md) 部分。

### Auto QM：坐席工作流

Zoom AI Companion 会自动为坐席互动生成评估评分和反馈，这些内容可在 **我的评估** 仪表板。

坐席功能包括以下选项：

* 查看最近互动中的 AI 生成评估
* 识别 AI 标记的绩效问题
* 回复或确认评估
* 按类型筛选评估（手动，AI 评估）

Auto QM 可在以下位置找到 **坐席工作区 > 我的评估 > 评估类型：AI 评估**.

![坐席视图中的 AI 生成评估，包含评分和明细](https://2325962437-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/shang-ye-ban-fu-wu/zoom-contact-center/zoom-customer-experience/agent-experience/zoom-quality-management.md?ask=<question>&goal=<endgoal>
```

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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.