Release notes for Quality Management

Zoom provides up-to-date release notes for Quality Management. This article contains information about recent changes to the Quality Management product, including new and enhanced features, updates to existing features, and bug fixes. In addition, you can find information about upcoming changes (if available) and see a full history of updates made in the last two years.

Notes:

For Quality Management application releases, refer to the application release notes.
Release notes are also available for Zoom Contact Center, Zoom Virtual Agent, Workforce Management, and CX Insights.
For Quality Management API release notes, refer to the Quality Management changelog.

Table of Contents

Upcoming release
Released

Upcoming release

Released

August 13, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Coaching features
New or enhanced feature	Scorecard preview with interactive branching and live score updates	Admins and supervisors can interact with scorecard previews as if performing a live evaluation, on both draft and published scorecards. As answers are selected, dependent questions and sections show or hide in real time according to the scorecard's branching configuration, and the displayed score reflects only the questions currently visible on the form. No evaluation record, agent data, or interaction data is created or stored at any point during a preview session. Admins can reset the preview at any time to clear all answers and walk through a different answer path without leaving the preview.	Web portal
New or enhanced feature	Language selection for automated scorecard output	Admins and supervisors can select the language in which automated scorecard outputs are displayed. This feature is configured at the scorecard level within the Quality Management account settings. When a language is selected, all AI-generated content produced for that scorecard is rendered in the specified language.	Web portal
New or enhanced feature	Enhancements to scorecard N/A scoring method configuration	Account owners and admins can configure how N/A answers affect score calculations on each scorecard: Fixed denominator, where N/A questions are awarded full credit and the total possible score remains constant Exclusion, where N/A questions are removed from the denominator entirely Both methods apply to human-submitted and AI-generated evaluations on the configured scorecard. Newly created scorecards default to exclusion, and existing scorecards retain exclusion unless explicitly updated to the fixed denominator. Changing the method on a published scorecard creates a new scorecard version and leaves previously submitted evaluation scores unchanged. When at least one N/A answer is present in an evaluation, the evaluation view displays a clear indicator explaining how N/A questions were handled for that scorecard.	Web portal
New or enhanced feature	Enhancements to interaction review with pop-out workspace for screen recordings and evaluations	Quality Management reviewers can view agent screen recordings and evaluations in a dedicated, resizable browser pop-out window directly from the interaction detail view. The pop-out window for screen recording includes both monitor selection and primary playback controls. When this pop-out window is closed, the main interaction player resumes at the same playback position that was reached in the pop-out window. The pop-out window for evaluations is aligned with in-line evaluation summary for consistent experience.	Web portal
New or enhanced feature	Enhancements to AI-generated scorecard evaluation with automated scoring instructions	In automated scorecards, admins and supervisors can configure separate scoring guidance for each question. The field shows up in the scorecard question editor and replaces the example/description field. The scoring guidance field contents are used during scoring to determine the appropriate answer option.	Web portal
New or enhanced feature	Commentary input for scorecards	Admins and supervisors can include a comment-only question type in Quality Management scorecards to capture narrative feedback, contextual observations, or supplemental information that is not tied to measurable agent performance criteria. This question type accepts free-text input and is automatically omitted from all score and weighting calculations, whether used alongside other question types or standalone. Common applications include the following: Executive summaries Root cause analysis Collection of business-relevant data, such as competitor names or tracking identifiers Users can view the free-text responses within evaluation results alongside any scored criteria.	Web portal
General features
New or enhanced feature	Historical interaction data under Trending Topics feature	The Trending Topics feature in Quality Management is expanded to include historical interaction data. This feature lets users review how specific topics have shifted or persisted over time. Historical trending data can be used alongside current data to guide quality management workflows, evaluations, and improvement initiatives.	Web portal

July 16, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Bulk deletion of evaluations in quality management	Supervisors and admins can select multiple evaluations on the Evaluations page and delete them in a single action using checkboxes and a bulk action bar that appears upon selection. Before deletion continues, a confirmation modal displays the exact number of evaluations to be permanently removed. After confirmation, all selected evaluations are deleted and the list refreshes automatically to reflect the updated state.	Web portal
New or enhanced feature	Automatic translation of interactions	Account owners and admins can set a default translation target language at the account level within Quality Management settings through the web portal. When enabled, any interaction whose detected language differs from the configured default is automatically translated when a reviewer opens the interaction detail page. A language indicator on the interaction detail page shows the detected original language alongside the language currently being displayed. Reviewers can toggle between the translated and original versions independently on the transcript, summary, and next steps sections, with original content preserved server-side at all times. The existing manual translation dropdown remains available, and individual reviewers can use it to override the account default mid-review.	Web portal
Analytics features
New or enhanced feature	Enhancement to topic mentions detail log export	Supervisors and analysts can view transcription snippets directly within the topic mentions detailed log CSV export. A new column is included in the export that contains the transcription snippet associated with each topic mention row. Previously, transcription snippets were only accessible within the Quality Management interface and were limited to the 20 most recent mentions per topic.	Web portal
General features
New or enhanced feature	Enhancements to the Quality Management operations log	A dedicated Coaching category is added to the Quality Management operations log, capturing critical state changes across the full coaching session lifecycle. Log entries are generated when a session is created, when its status changes, when an agent acknowledges a session, and when a session is deleted. The Quality Management operations log category dropdown includes the new Coaching filter.	Web portal
New or enhanced feature	Dedicated interaction ID and engagement ID fields for record lookup in Quality Management	Users can search for Quality Management records using dedicated Interaction ID and Engagement ID fields that return only exact matches. These fields are separate from the general search bar, which was designed for more flexible searches.	Web portal
New or enhanced feature	Conditional question and section display in basic scorecard evaluations	Admins can configure conditional display rules on questions and sections within a scorecard so that evaluators only see content relevant to the interaction being scored. Rules are defined in the scorecard builder by selecting a question or section and specifying which prior answer triggers its display or suppression. When an evaluator's answer meets a branching condition, dependent questions or sections appear or disappear in real time without a page reload. Questions and sections hidden by branching rules are automatically excluded from both the numerator and denominator of the score calculation, following the same logic applied to not-applicable answers. Evaluation records distinguish between questions that were answered and questions that were hidden due to a branching rule, so that aggregated reporting reflects accurate response volumes. This feature is currently only available for basic scorecards.	Web portal
Special role features
New or enhanced feature	Scorecard name and calibration score availability on Calibrations and Evaluations pages	Supervisors and evaluators can view the scorecard name and calibration score directly on the Created Calibrations page within Quality Management, without needing to open each individual calibration. The calibration score reflects the average of all completed evaluation scores for a given calibration. The scorecard name is also visible from the Evaluations page, providing consistent reference information across both views.	Web portal

June 18, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Analytics features
New or enhanced feature	Team-based data segmentation in analytics reports and automations	Users with Team Interactions permission can view Quality Management analytics reports and configure automation scoped to their assigned teams without requiring All Interactions permission. The segmentation logic already applied to the Interactions list view is extended to this feature, which means report data and automation rules reflect only the interactions belonging to the user's assigned team or teams. No additional permissions, admin configuration, or interface changes are required to enable this behavior.	Web portal
New or enhanced feature	CSV export for topic mentions analytics	Users with exporting permissions can download a CSV containing interaction topic mention rate data from the Topic Mentions page in Quality Management. Two exports are available: The Mentions summary file includes all topics matching the currently active filters and contains Topic name, Topic type, Mention rate, and Interaction count columns. The file header captures the active filter context, including Time period, Selected team(s), Selected queue(s), Selected channel(s), Topic type, Total interactions, and Searched specific topics. The Mention details log exports a row-level log of every individual interaction where a topic was mentioned, including interaction ID, Start time, Agent name, Team, Queue, and Channel. Both exports are limited to 250 topics and the Mention details log is limited to 20,000 rows. The Export button enters a loading state during file generation and displays an error state if generation fails.	Web portal
Coaching features
New or enhanced feature	Enhancements to evaluation scorecard interface	Quality Management evaluators can view scorecards in a larger format to improve visibility during interaction reviews. This update includes rearranging buttons for visibility on primary workflow options such as Coach and Acknowledge while consolidating in a unified "more" button other options such as Edit and Delete. Evaluators can also choose to open the evaluation drawer in a separate window to maximize viewing area.	Web portal
Special role features
New or enhanced feature	Multi-dimensional filtering and segmentation on performance management pages	Quality Management managers can simultaneously combine filters across agent, team, evaluator, creator, status, agent dispute, and date ranges on the Evaluations, Calibrations, and/or Auto-Scores pages. Multiple values selected within a single filter type return results matching any of those values, while filters across different types narrow results using AND logic. The existing agent dispute toggle is replaced by the Agent Dispute filter, which supports Disputed and Not Disputed options alongside a unified Acknowledgement Status filter with Acknowledged, Pending, and Not Required states. Applied filters are displayed as dismissible chips above the table, and a Clear All button resets all filters at once. A result count in the table footer updates in real time as filters are applied or removed, and filter state persists within the browser session.	Web portal

May 14, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Analytics features
New or enhanced feature	Multi-dimensional filters and saved filter groups for Trending Topics	Supervisors can filter Trending Topics dashboard data by Team, Queue, or Channel. Filters can be applied simultaneously for more granular analysis across dimensions. Filter combinations can be saved as reusable filter groups to reduce the time needed to configure frequently used views.	Web portal
New or enhanced feature	Export options to CSV of indicator mentions analytics	Supervisors and managers can export indicator mentions analytics data as a CSV directly from the Quality Management dashboard, with options to apply active filters at the time of export. Two types of analytics are available: a Summary export that mirrors the category, indicator, and phrase percentages shown on the dashboard cards, and a Detailed export that provides one row per unique phrase per interaction to support accurate pivot table analysis without double-counting repeated mentions. The Detailed export includes Agent, Team, and Queue attribution for every row, surfacing metadata that is not currently visible within the dashboard interface. Transcription snippets and full transcript text are excluded from both files.	Web portal
New or enhanced feature	Enhancements to topic mention analytics with team filter and saved filter groups	Supervisors can filter Topic Mention analytics by Team to associate topic trends with specific teams. Supervisors can save combinations of filters as filter groups and reapply them with a single selection. Filter groups are scoped to the user who created them and are available to any user with permission to view reports and analytics.	Web portal
Special role features
New or enhanced feature	Scorecard scaling for fully N/A sections	When every question in a scorecard section is answered N/A during an evaluation, the section is excluded from the final score calculation and its weight is not applied to the total score. The weights of the remaining sections are rescaled proportionally to a total of 100%, and the total score reflects only sections containing at least one non-N/A answer. This update applies exclusively to percentage format scorecards for both manual and Auto Quality Management evaluations.	Web portal

April 16, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Coaching features
New or enhanced feature	Section-level auto-fail in scorecard evaluations	Quality Management (QM) admins can designate answer options within the scorecard builder to trigger a score of zero for specific sections when selected, rather than entire evaluations. When a response to a question meets the assigned criteria, that question's section will be assigned a score of zero while the remaining sections of the scorecard will not have their scores impacted. The final evaluation score then reflects the sum of points from non-failed sections, and the maximum possible percentage is adjusted by removing the failed section's weight.	Web portal
General features
New or enhanced feature	Enhancement to automated evaluation notification behavior	When scorecards are configured to have email notifications disabled, agents do not receive email alerts when their completed automated evaluations are subsequently edited. This update applies specifically to edits made to completed automated evaluations, aligning notification delivery with the scorecard's configured preferences. Evaluators can modify automated evaluations without triggering unintended agent communications when the appropriate scorecard toggle is active.	Web portal
New or enhanced feature	Enhancement to add new coaching session entry point in evaluations	Supervisors and evaluators can create a coaching session directly from a completed evaluation using a primary action button within the evaluation review area of the interaction detail page. When initiated, the coaching session form is pre-populated with associated details such as agent name and interaction ID to reduce manual data entry.	Web portal
Special role features
New or enhanced feature	Scheduled release of evaluation results	Evaluators can control when completed evaluation results become visible to agents by selecting from three release modes: immediate, manual, or scheduled. A scheduled release automatically makes results available at a specified date and time, letting managers prepare coaching plans or conduct a 1:1 before the agent views the feedback. If email notifications are disabled for the scorecard, the release proceeds silently without sending a notification to the agent. Unreleased evaluation results remain visible in reporting and to users with the Performance Management permissions who are not the evaluated agent. If an evaluation is edited before it has been released, it retains its original release status and scheduled release time.	Web portal
New or enhanced feature	Save and exit support for offline interaction evaluations	Evaluators can save their progress and exit an in-progress evaluation of an offline interaction created through the Create interaction flow, allowing them to return and complete the evaluation at a later time. This brings offline interaction evaluations in line with the save-and-exit behavior already supported for standard interaction evaluations. This update helps with flexible workflows, where partially completed evaluations can be resumed from where they were left off.	Web portal

March 19, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Granular administrative controls for Quality Management moment sharing	Account owners and admins can configure granular permissions for Quality Management moment sharing through role-based controls. Sharing restrictions can be set at the account level to enforce password protection and expiration dates for shared moments based on user roles.	Web portal
Coaching features
New or enhanced feature	Workforce management integration for coaching session schedule	Coaching sessions scheduled in Quality Management automatically integrate with agent workforce management schedules for users licensed in both systems. When supervisors create coaching sessions, the system queries for optimal time slots within specified date ranges and durations, then presents a recommended time based on forecasted low-volume periods. Upon confirmation, coaching sessions appear as scheduled activities on agent workforce management.	Web portal
Changed feature	Quality Management Team Hierarchy	Quality Management integrates with Zoom Contact Center's (ZCC) teams feature to provide comprehensive team-based filtering across the platform. Team information appears as a dedicated section in the interactions list and on individual interaction detail pages. Users can apply team filters to analytics, reports, performance management evaluations, and calibrations to view only relevant data for their assigned groups. Account owners and admins can leverage team assignments as conditions within automations and evaluation goals, allowing for targeted quality management processes.	Web portal

Resolved issues

Description	Platforms
Resolved an issue where agent screen recordings were intermittently not appearing in Quality Management for Zoom Contact Center	Windows macOS Linux iOS iOS (Intune) Android Android (Intune)

February 12, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Changed feature	Interaction list sorting and filtering by Queue/Channel	The interactions list can be organized using new options to sort by Queue column values and to filter by both Queue and Channel column values. Interactions can be sorted in ascending or descending order based on queue assignments and can be filtered to narrow down the list to specific queues or communication channels.	Web portal
Admin features
New or enhanced feature	Audit log for Quality Management administrative actions	A comprehensive, read-only audit log can be accessed within the Quality Management administrative interface. Each log entry supports CSV export functionality for external analytics and automatically records timestamp, user email, action type, and specific activity details to create an immutable record of system activity.	Web portal
Coaching features
New or enhanced feature	Section-level score visibility for scorecards	Response breakdown analytics have been updated to include section level analytics for completed evaluations in addition to the question and overall score levels.	Web portal
New or enhanced feature	Coaching sessions for Quality Management	Coaching modules can be be created by supervisors to develop strategies for improvement based on previously identified opportunities or ongoing coaching initiatives. Sessions can be scheduled as video meetings, in person meetings, or asynchronous/offline.	Web portal

January 8, 2026

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Changed feature	Evaluation goal editing	Evaluation goals can be edited by supervisors while still active rather than needing to be deleted and recreated.	Web portal
Special role features
New or enhanced feature	Evaluation goal access control via role permissions	Access to see and/or modify evaluation goals can be controlled via a dedicated role permission. View and edit permissions are granted to administrators and supervisors by default.	Web portal
New or enhanced feature	Enhancement to auto-scores tab filtering	Access to automated scorecard data on the Performance Management page is managed by interaction permissions so auto-score information is only visible for interactions the viewing user has access to.	Web portal

December 11, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Agent and consumer features
New or enhanced feature	Four-monitor screen recording support for Quality Management	Up to four monitors can be independently recorded during agent interactions with Quality Management. This enhancement requires Zoom desktop app version 6.7.0 or later.	Web portal Windows macOS
Analytics features
New or enhanced feature	Show only custom topics in topic mention analytics	When filtering topic mention analytics, Quality Management supervisors can choose to display only custom topics with a single click. Once enabled, this filter exclusively shows custom topics in the analytics.	Web portal
New or enhanced feature	Separate data retention policy configurations for Quality Management data	Separate data retention policies for Quality Management data can be configured independent of recording file retention periods. Once enabled, this account setting allows Quality Management data to have retention periods differing from the standard range configured for the account.	Web portal
New or enhanced feature	Multi-interaction querying for Ask Quality Management	Insights from various interactions can be pulled simultaneously using the Ask Quality Management feature, instead of only querying a single interaction. Filters can be applied to narrow the scope of what is being queried, including filtering by agent, customer, date, and topic.	Web portal

November 13, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Analytics features
New or enhanced feature	Enhancements to silence event threshold configuration	The silent event threshold within Quality Management can now be increased to up to 60 seconds, limiting the number of silence events triggered during ordinary and expected pauses.	Web portal
Coaching features
New or enhanced feature	Enhancements to evaluation goal frequency configuration	Evaluation goals can be configured by administrators with daily recurrence frequency. Once enabled, the setting distributes evaluation tasks on a daily basis rather than the prior weekly frequency, providing more granular control over workflows and assignments.	Web portal

October 9, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Analytics features
New or enhanced feature	Topic Mentions analytics for interaction monitoring	Quality Management provides comprehensive topic mentions analytics that track how frequently different subjects are discussed across customer interactions. Quality managers can apply multiple filters, including time ranges, queues, channels, and topic categories, to customize their analysis view. The system enables comparative analysis by allowing users to examine topic mention rates across two separate time periods. Detailed drill-down functionality allows managers to access specific interactions containing particular topics, providing deeper insights into conversation patterns and quality trends.	Web portal
New or enhanced feature	Sentiment rating explanations generated by artificial intelligence	Explanations generated by artificial intelligence alongside numeric sentiment scores provide insights the reasons why a specific rating may have been assigned to a conversation. The system provides concise, one-to-two sentence explanations based on transcript content. Disabling sentiment analysis in account settings will also disable sentiment reasons.	Web portal
New or enhanced feature	Duration-based conversation metrics	New duration-based metrics are available for voice and video interactions: participant talk duration, total hold duration, total silence duration, and total talk-over duration. These can be viewed in an interaction's details, used for automated scorecards, and retrieved via API. Evaluation goals and automations can also be configured based on these metrics.	Web portal
New or enhanced feature	AI Trending Topics Dashboard	Quality Management users with analytics access can analyze how conversation topics evolve over time via the trending topics analytics dashboard. This dashboard processes intraday interaction data to identify trends in topics, correlations between multiple topics, and standout anomalies. The comprehensive topics analytics dashboard enables swift identification of emerging issues, opportunities, and topics. Note: AI Trending Topics Dashboard requires the Advanced Quality Management or ZCX Elite license.	Web portal
Coaching features
New or enhanced feature	Expansion of data sets for automated scorecards	Additional data sources beyond transcription content can be referenced during automated scorecard completion. Sentiment scores, engagement metrics, speech events, performance indicators, and other elements of a conversation can be sourced for automated scorecard completion. These additional data sources expand the kind of questions that can be answered accurately vai automated scorecards.	Web portal

September 11, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Analytics features
New or enhanced feature	Completed time column for the evaluation table	The Evaluations page in Performance Management > Evaluations includes a column for the created and completed times. This column provides data regarding the time of creation and completion for the associated evaluation, removing the need for clicking into an individual evaluation to find this data, allowing for quicker assessment of evaluator efficiency.	Web portal
Coaching features
New or enhanced feature	Support for email interactions	Email interactions from Zoom Contact Center can be analyzed and reviewed within the Quality Management platform. Users with appropriate permissions can search the content of emails and complete evaluations for these interactions as though they were video or voice interactions. Configured indicators mentioned in email interactions can also be detected. This additional support expands the capabilities of Quality Management to new interaction types, providing a robust list of channels that can be evaluated with Quality Management tools.	Web portal
New or enhanced feature	New options for evaluation goal configurations	A sampling of random interactions across the agent base can be configured as part of an evaluation goal. The feature supports both weekly and monthly evaluation periods, with options for one-time recurring goals. This feature balances the workload between evaluators across the configured time period, and only recent interactions that have not previously received an evaluation are provided to evaluators by this feature. This improvement to goal configuration improves evaluation regularity and helps maintain consistent, evenly-distributed quality monitoring.	Web portal
New or enhanced feature	Enhancements to rating scale default answers	When creating a rating scale of questions for scorecards, default answers can be selected. These default responses can be applied to any rating scale question on a scorecard to be automatically applied when an evaluator begins a new evaluation using that scorecard. This improvement to scorecard creation reduces the need for manual selection of common responses, accelerating the evaluator's workflow.	Web portal
New or enhanced feature	Enhancements to condition operators in automations and evaluation goals	When creating automations or evaluation goals, in and not in operators can be selected as part of a condition tree. These operators are available for several condition types, such as agent name, channel, disposition, indicator, language, team, and topics. These operators reduce the number of rows needed when creating a condition, as unique rows for each value separated by OR logic are not required to add multiple values to a condition tree.	Web portal

August 14, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Agent and consumer features
New or enhanced feature	QM ZMO AI Support notice	Auto QM and Ask QM is supported for ZMO customers. Admins and owners on accounts that have opted in to ZMO can enable Auto and Ask QM in their account settings.	Web portal
Analytics features
New or enhanced feature	Inclusion of auto-scored interactions in the 'Show evaluated interactions only' filter	Auto-scored interactions are included when using the 'Show evaluated interactions only' filter on the My interactions tab. This filter allows all evaluated interactions to be viewed regardless of how they are scored, making it easy for users to track and analyze performance.	Web portal
New or enhanced feature	AI-detected topics in CSV export	When interaction data is exported in a CSV format, AI-detected topics will be included in a topics column. This provides key insight into subjects discussed during an interaction without requiring individual review of each interaction. By providing a list of topics in the CSV, users can quickly analyze and spot trends.	Web portal
Coaching features
New or enhanced feature	Overall assessment score during evaluation	Evaluators can see a total score while completing evaluations. The score updates in real-time as answers are changed or selected. All question types and scoring configurations are supported. For unanswered questions, the system assumes a point value of zero in the calculation. This gives evaluators immediate insight into the performance of an agent mid-evaluation.	Web portal
New or enhanced feature	Enhancements to scorecard management	Existing scorecards can be exported to CSV files by Quality Management administrators. Inversely, modified CSV files can be imported by Quality Management administrators to update existing scorecards. Exporting and importing CSV files captures all facets of a scorecard, including questions, descriptions, answers, sections, and settings. By importing a modified CSV, these elements of a scorecard can be modified, including the arrangement of questions and sections. The ability to modify scorecards beyond the traditional interface offers a flexible scorecard management method.	Web portal
New or enhanced feature	Default answers for scorecards	Pre-selected answers can be configured for each question during basic scorecard configuration in Quality Management. Evaluators will see these answers pre-selected during the evaluation and can change the selected answers as needed. This streamlines the evaluation process by reducing repetitive manual input of common answers.	Web portal

July 10, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Enhancements to indicator creation with AI assistance	When creating indicators for Zoom Contact Center conversations, Quality Management administrators have the capability of utilizing artificial intelligence to automate the process. When creating the indicator, administrators can provide the name of the indicator and an optional description to receive AI-generated phrase and keyword suggestions. These can be reviewed, edited, and changed prior approving the indicator. This automated approach reduces the manual effort required to create indicators for Contact Center conversations, accelerating the process.	Web portal
Analytics features
New or enhanced feature	Enhancements to answer distribution analytics	Specific question responses can be viewed by Contact Center supervisors within Quality Management analytics. When analyzing response breakdowns by question, supervisors can select individual answers to view complete evaluation details and the corresponding interaction(s). This improved capability further enables supervisors to review agent performance and identify opportunities for coaching.	Web portal

June 12, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Agent screen recording for voice interactions	Screen recording can be enabled by administrators and owners of Quality Management accounts, recording up to two screens simultaneously if multiple displays are detected. This feature provides supervisors with visibility into actions taken on desktops by agents using the Zoom application during voice interactions in Zoom Contact Center, improving the thoroughness of agent assessments.	Web portal Windows macOS
Analytics features
New or enhanced feature	Enhancements to user identification in reports	User email addresses can be viewed by Quality Management supervisors in association with display names in analytics and reports, providing an additional means of identifying agents. This identifier appears in evaluation results and analytics, evaluator performance, and speaker metrics.	Web portal
New or enhanced feature	Enhancements to analytics filter groups	Quality management supervisors can now save commonly used filter combinations in Quality Management analytics to quickly filter to their desired data and avoid repetitive manual work.	Web portal
New or enhanced feature	Enhancements to analytics data export	Evaluation data can be exported to either CSV or PDF formats from the Answer Distribution Analytics page by Quality Management users with the Analytics and Reports export permission. The data includes question details, response metrics, section mappings, and scorecard information. The exported data accounts for filters applied prior to the export. This functionality improves the ease of analysis and sharing for Quality Management evaluation data.	Web portal
Coaching features
New or enhanced feature	Enhancements to topic detection	AI-powered topic detection can be enabled to automatically identify and highlight key topics within customer interactions. The system identifies topics across video, voice, and text (both SMS and chat) interactions. Quality Management supervisors can view identified topics from the interaction list and detail pages, where the specific segments of those interactions containing the topics detected can be easily navigated to and reviewed. This feature renders manual topic configuration unnecessary, enabling Quality Management supervisors to efficiently assess interactions based on relevant topics. Upgrading from the legacy Topics Mentioned feature to AI topic detection is optional at release, but will be required at the end of July.	Web portal
New or enhanced feature	Enhancements to Ask Quality Management prompts	Users will now see a list of pre-defined prompts when using Ask Quality Management. Recently submitted Ask Quality Management prompts can be accessed across different interactions. A dialog with past prompts will extend from Ask QM for quick selection, removing the need to type the same prompt across interactions and streamlining the process of gathering common information.	Web portal
New or enhanced feature	Enhancement to agent comment permissions	Quality Management agents can provide feedback through comments without additional configurations from administrators. Newly-provisioned supervisor accounts for Quality Management will include comment permissions by default in role settings. This streamlines the provisioning process for Quality Management roles by removing the unnecessary step of granting routine permissions to users.	Web portal

May 15, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Licensing features
New or enhanced feature	Enhancements to quality management licensing	The Advanced Quality Management add-on license/Zoom Contact Center elite bundle license grant access to advanced quality management features, expanding quality management's functionality beyond its basic capabilities. Once purchased, these licenses can be assigned to users via the web portal by users with the appropriate role permissions, entitling them to Advanced Quality Management features.	Web portal

April 10, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Agent and consumer features
New or enhanced feature	Enhancements to comment notifications	Quality Management users only receive email notifications when tagged in interaction comments, rather than any time a comment is made on their interaction. This approach reduces unnecessary notifications.	Web portal
Coaching features
New or enhanced feature	Quality Management support for messaging and SMS interactions	Quality Management has added support for messaging and SMS interaction types. In addition to voice and video interactions, this allows QM to provide analysis of text-based communications, creating additional opportunities to uncover insights and for coaching and improvement.	Web portal
New or enhanced feature	Enhancements to scorecard modifications	Quality Management supervisors and admins can modify all elements of published scorecards. This includes adding/removing questions, adjusting point values, changing scoring formats, and adjusting section weighting. When non-cosmetic changes are made, the system will automatically create a new version while preserving historical evaluations. Changes can be tracked across versions and supervisors can compare agent performance between iterations of a scorecard.	Web portal
New or enhanced feature	Enhancements to interaction search capabilities	Quality Management supervisors can perform expression-based searches to better locate specific interactions. This functionality supports multiple operators, including AND, OR, NOT, quoted phrases, and wildcards. This enhanced search functionality aids supervisors in finding relevant interactions through refined filtering.	Web portal

February 13, 2025

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Configure automation conditions when indicators are not mentioned	Quality Management supervisors can create automation rules to identify interactions where specific indicators or required phrases are not mentioned. When configuring automations, supervisors can set negative detection conditions that flag interactions missing crucial compliance statements, scripts, or required disclosures.	Web portal

December 13, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Transcript translation	Quality Management users can request a translation of the generated transcript, summary, and next steps from the original language to their choice of supported languages. They can save the translated version for others with access to the conversation. This feature helps users who don't speak the original language understand the interaction and perform evaluations or analysis.	Web portal
New or enhanced feature	Add language as a condition for automations	Admins and supervisors can use language as a condition when creating or modifying automations. They can select from a list of all supported languages to match interactions based on the language spoken. This allows them to build more accurate matching criteria so conversations are scored correctly based on the interaction language.	Web portal

November 15, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Import CSV file to create or modify scorecards	Admins and supervisors can create new scorecards by importing a CSV file. They can export existing scorecards to a CSV file, make modifications, and import the updated CSV file to create a new scorecard. A CSV template can be downloaded to ensure the correct format.	Web portal
New or enhanced feature	Enhancements to scorecard management	Admins and supervisors can modify previously created and published scorecards in Quality Management. They can edit the text of questions, scorecard name, and section names. Admins and supervisors can also delete scorecards that have not been used to evaluate interactions.	Web portal

October 17, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Disable sentiment analysis	Account owners and admins can disable sentiment analysis for Quality Management. When sentiment analysis is disabled, users do not see any sentiment scores, the sentiment trend chart is hidden, and the sentiment score column is removed from the interactions list table and speaker metrics analytics experience. This gives customers flexibility to choose whether to analyze consumer sentiment and remain in compliance with any rules or regulations that may prohibit the us of AI to infer emotion.	Web portal
New or enhanced feature	Quality Management APIs	Two Quality Management APIs, List Interactions and Get Interaction Details, have been released, providing developers with the ability to retrieve and manage interaction data.
Agent and consumer features
New or enhanced feature	Identify specific disputed responses in evaluation disputes	Agents can select the specific question responses they want to dispute when submitting an evaluation dispute. This helps remove ambiguity and provides evaluators with clear information about which responses need to be reviewed. Supervisors and evaluators can then focus their review on the disputed responses, saving time and effort in understanding the dispute details.	Web portal

September 13, 2024

New, enhanced, and changed features

Type	Feature title	Description	Platforms
Admin features
New or enhanced feature	Populate values for automations before use	Admins can configure automations using new disposition or queue values without needing them to appear in a previously analyzed Quality Management interaction. This allows Quality Management admins to set up automations for new dispositions or queues immediately after they are created or added in Zoom Contact Center. This simplifies the process of setting up evaluation tasks and ensures that automations can be configured based on the latest values.	Web portal

August 16, 2024

New and enhanced features

Admin features
- Bulk CSV import and export of Quality Management indicators
  Admins can import a CSV file to create or edit multiple indicator categories and indicators at once. They can also export the current indicator setup including all fields such as name, description, category, and keyword phrases to a CSV file. This makes it easier to configure multiple indicators at once and collaborate with team members, saving time in the process.
- Zoom Model Only support in Next Steps and Summarization features
  Support for Zoom Model Only (ZMO) has been added for the Next Steps and Summarization Features in Quality Management. When enabled, these features will only use Zoom-owned or hosted AI models, preventing the use of third-party AI models. This allows customers to control how their conversational data is used and which parties have access to it.
Agent and consumer features
- New analytics for advanced indicator trends
  Supervisors can understand the frequency at which their interactions meet their advanced indicator criteria. They can see the percentage of total interactions that match these criteria and analyze trends over time. Supervisors can filter and segment interaction data by date, indicator, and agent, and easily view interactions that meet their selected criteria. This feature gives deeper insights into customer conversations and helps identify areas for improvement.