Changing Quality Management account settings

Quality Management admins can use account settings to apply configurations to the entire Quality Management account. This allows administrators to exercise broad control over Quality Management analytics.

Requirements for changing Quality Management account settings

• Account owner or admin privileges; or relevant role/privilege
• Quality Management license
• Zoom Contact Center license
  Note: Only the voice and video channels are supported in Quality Management.
• Zoom Contact Center voice or video recording enabled

How to change Quality Management account settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Account settings.
3. Click the Quality Management tab.
4. Change the following settings.

Interactions - Contact Center section

• Analyze Zoom Contact Center Recordings and Transcripts: Allows Quality Management to analyze recordings and transcripts from Zoom Contact Center.
• Allow Agent Screen Recording: Allows Quality Management to record the screens of agents.
  • Data Retention: The length of time for which screen recordings will be stored by Quality Management. Click Edit to change this, to a minimum of 1 day and a maximum of 7 years.
  • Display a banner to the agent in the client when their screen is being recorded: Check this box to allow agents to know when their screen is recorded.

Interactions Section

• Track Silence Events: Sets whether or not to have Quality Management factor in silence during an interaction as part of its evaluation.
  • Threshold for Silence Event (in seconds): The minimum number of seconds required for an event to be considered silence during an interaction.
• Track Crosstalk Events: Sets whether or not to have Quality Management factor in crosstalk during an interaction as part of its evaluation.
  • Threshold for Crosstalk Event (in seconds): The minimum number of seconds required for an event to be considered crosstalk to during an interaction.
• Exclusion List for Voice Interactions: Exclude specific types of interactions from Quality Management’s analysis.
  • All: Exclude both inbound and outbound calls.
  • Inbound only: exclude only inbound calls.
  • Outbound only: exclude only outbound calls.
  • Exclude voice interactions with specified phone numbers and prefixes: Check this box to indicate that specific phone numbers and/or phone prefixes should be excluded from Quality Management’s analysis. Click Manage list to add or remove numbers and prefixes from the list.
  • Only analyze voice interactions that exceed a specific time duration: If checked, Quality Management analysis will not analyze interactions that are shorter than the time specified.

Evaluations - Acknowledgement

• Require Evaluation Acknowledgement: If enabled, agents must manually acknowledge evaluations they receive from Quality Management.
• Maximum time to acknowledge evaluation: The amount of time (in days) that agents have available to acknowledge evaluations before the evaluation is automatically acknowledged.

Analytics section

• Indicators: Indicators are specific user defined phrases and keywords. Toggle this setting on to allow Quality Management to automatically detect indicators in your interactions. To configure indicators:
  1. Click Manage Indicators.
  2. Click Add Indicator button to add specific keywords or phrases to one of the default categories or use the Add Category button to create a new category of indicators
  3. Enter the following information:
     1. Indicator Name and Description (optional): Enter a name and description to help identify the indicator.
     2. Indicator Category: Specify the category this indicator should be associated with.
     3. Mentioned by: Specify whether this Indicator should be identified in conversations when mentioned by Agents, Consumers, or Anyone
     4. Keyword Phrases: Input a list of comma separated keywords and phrases associated to this indicator.
        1. Include related word forms: Capture related word forms. For example, a search for the keyword "secure" will include results such as "secures", "securing" and "secured."
        2. Import from CSV: Upload a CSV file to add keyword phrases to the current list.
     5. Ignore These Keyword Phrases: Specify keyword phrases to ignore.
        1. Import from CSV: Upload a CSV file to add keyword phrases to the current list.
  4. Click Save.
• Topic Mentioned: Topics enable your teams to keep tabs on broad, predefined topics of conversation. This feature aims to reveal the duration of time your teams spend discussing particular topics, in addition to allowing you to navigate conversations more easily. Enable this setting on to allow Quality Management to automatically identify topic mentions in your interactions. To enable predefined topics:

1. 1. Click Manage Topics.
   2. Under System Topics, enable system topics to configure Quality Management to automatically identify mentions associated with the selected topic.
   3. (Optional) Click the ellipses icon to edit the topic.

To add a custom topic:

1. 1. Click Manage Topics.
   2. Click the Custom Topics tab.
   3. Click Add Custom Topic.
      Enter the following information:
      • Topic Name and Description: Enter a name and description to help identify the topic.
      • Guiding Sentences: Enter sentences with each sentence on a new line. Press enter after each sentence to start a new line.
      • Click Import from CSV to import sentences from a CSV file.
   4. Click Save.

• Recommended Ranges for Conversational Metrics: Customize the ranges for conversational metrics, like talk speed and longest spiel. To manage Conversational Metrics:
  1. Click Manage Recommended Ranges.
  2. Adjust the sliders for each metric as desired. Agents need to remain within the green range in order to be considered in good standing. To better understand the metrics shown, check the Quality Management metrics guide.
  3. Click Save to apply your changes.
  4. (Optional) Click Restore defaults to undo all changes made to the ranges and restore Zoom’s default settings
• Sentiment Analysis: Display the sentiment (attitude) score and trend for interactions.
  • Ask QM: Allow agents to use the Quality Management AI to ask questions about conversations.
    Note: Zoom will use AI technology, including third-party models, to provide this feature. Zoom does not use any audio, video, chat, screen sharing, attachments or other communications-like content (such as poll results, whiteboard and reactions) to train Zoom's or third-party AI models.