Reviewing Quality Management interactions

Quality Management offers a centralized place to review and listen to your voice and video recordings from Zoom Contact Center. Beyond reviewing your own interactions, administrators can use Quality Management to review and evaluate these events, create moments from them, and generate analytics to improve agent performance.

Requirements for reviewing interactions

• 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 review interactions

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management, then Interactions
3. To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
4. Click the Interaction ID to open the detailed view for that interaction, including the ability to play the recording, read the transcript, and view the associated analytics, indicator and topic mentions, and participant details.

How to use the detailed interaction view

You will see the following information in the detailed interaction view:

• Summary: An AI-generated summary of the interaction.
• Interaction Info: Contains the sentiment analysis of the interaction, followed by detailed information regarding participants in the interaction and a list of associated interactions, if any.
  • INTERACTION SENTIMENT OVER TIME: A timeline spanning the interaction displaying the changes in customer sentiment during the interaction, ranging from negative to neutral to positive.
  • INTERACTION INFO section: Displays information about the interaction.
    • Interaction ID: The unique identifier for the interaction in Quality Management
    • Engagement ID: The unique identifier for the engagement. You can search this ID in the Zoom Contact Center engagement log to view more information about the engagement that the interaction was a part of.
    • From / To: The phone numbers involved in the interaction.
    • Direction: Indicates if the interaction was an inbound or outbound call.
    • Channel Type: The Zoom Contact Center channel type of the engagement. Currently, Quality Management only supports the voice and video channels.
    • Queue: The associated Zoom Contact Center queue that routed the engagement.
    • Disposition: The Zoom Contact Center disposition selected by the agent.
    • Language: The primary spoken language detected during the interaction.
  • ASSOCIATED INTERACTIONS section: Displays engagements that span multiple agents or that are upgraded from one channel to another. In other words, if there are multiple interactions associated with the same engagement, they are shown here.
• Moments: Create and manage moments from the interaction. Processes pertaining to moments are outlined later in this article.
• Analytics: Displays Quality Management metrics such as engagement and sentiment scores, ai-generated next steps and call outs, highlights, speech events, and an agent summary.
• Transcript: Displays the transcript of the interaction. Click on a phrase in the transcript to skip to the beginning of that speech.
• Performance: Used for evaluating or assigning an evaluation to the interaction.
• Comments: Add comments to the transcript.
  • To add a comment with a timestamp label, select a speech bubble in the transcript, write a comment, then press Enter or click the send icon.
  • To remove a timestamp from a comment, click the close icon next to the timestamp in the comment text box.
  • To change comment visibility, click the lock icon the comments text box, then select one of the following:
    • Anyone can see: Anyone with access to Edit Transcriptions and Interaction Details in Quality Management role management. This includes users in the admin, supervisor, and evaluator default roles.
    • Only you and @mentioned users can see: Only you and users mentioned can see the comment.
  • To edit or delete an existing comment, click the ellipses icon below the comment, then click Edit or Delete.

How to create or edit moments

Quality Management admins and evaluators can share a portion of an interaction recording (moment) to a shared link, allowing internal or external users to see the selected portion of the interaction.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Interactions.
3. To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
4. Click the Interaction ID to open the detailed view for that Interaction.
5. Click the Moments tab.
6. Click Create New Moment. To edit an existing moment, click the ellipsis next to an existing moment.
7. (Optional) Under Moment Name, enter a new name for the moment.
8. Use one of these methods to determine the portion of the interaction to share as a moment:
   • On the video timeline, click and drag the blue borders.
   • Next to Create a moment from/to, enter the start and end timestamps for the moment.
   • In the transcript, hover over the white space between two sets of dialogue, then click Start or End.
9. Click Save.

How to share moments

After creating a moment, you can share moments by creating a share link and customizing share settings.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management then Interactions.
3. To see your own recordings, click the My Interactions tab. To view recordings for all users within your scope, click the All Interactions tab
4. Click the Interaction ID to open the detailed view for that Interaction.
5. Click the Moments tab.
6. Click the share icon  next to the moment, then click Share Link.
7. Change these share settings:
   • Who can view: Allows the recording to be shared publicly or internally. Changes to this setting are automatically saved.
     • Anyone with the link: Anyone with the share link can access the moment. If selecting this option, you can still require a passcode to view the recording.
     • Any logged in users in my organization: Only signed-in users in the same account can view the recording.
     • Specific logged in users from my organization: Only the specified users in the same account can access the moment. Use the People with access field to specify users.
   • Share with specific people: Specify external users or users in the same account who can access the recording.
     Note: Added users will not receive an email notification with a link to the recording.
     • Enter the user's display name or email address to search through users.
     • Click the user to add them.
     • (Optional) Next to the user you want to remove, click the remove icon .
     • Click Send.
   • Set expiration date: Allows you to set the number of days or a specific date when the link will expire for viewers.
   • Passcode: Requires users to enter a password before viewing or downloading the recording.
8. Click Copy link and send the link to users you want to share the moment with.