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

Table of Contents

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

Interactions Section

Evaluations - Acknowledgement

Analytics section

    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.
      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.