Changing Quality Management account settings

Quality Management admins can use account settings to apply configurations to the entire Quality Management account.

This article covers:

• How to change account settings
  • Interactions - Contact Center section
  • Analytics section

Prerequisites for change 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 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: Make sure this setting is enabled to allow Quality Management to analyze your Zoom Contact Center interactions

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:
4. • Indicator Name and Description (optional): Enter a name and description to help identify the indicator.
   • Indicator Category: Specify the category this indicator should be associated with.
   • Mentioned by: Specify whether this Indicator should be identified in conversations when mentioned by Agents, Consumers, or Anyone
   • Keyword Phrases: Input a list of comma separated keywords and phrases associated to this indicator.
   • • 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."
     • Import from CSV: Upload a CSV file to add keyword phrases to the current list.
   • Ignore These Keyword Phrases: Specify keyword phrases to ignore.
   • • Import from CSV: Upload a CSV file to add keyword phrases to the current list.
5. Click Save.

Topics: 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. 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. Click Manage Topics.
2. Click the Custom Topics tab.
3. Click Add Custom Topic.
4. Enter the following information:
5. • 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.
6. Click Save.