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

Table of Contents

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:

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:
  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:
  8. Click Copy link and send the link to users you want to share the moment with.