Release notes for Quality Management

This page covers Quality Management web portal releases. For Quality Management application releases, refer to application release notes.

Note: This contains release notes for Quality Management. For API release notes, see the Developer changelog.

Release notes for Zoom Quality Management

Released

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.

July 19, 2024

New and enhanced features

Admin features
- Configure recommended ranges for speech analytics metrics
  Admins have the capability to customize score ranges for key speech analytics metrics including sentiment score, engagement score, talk speed, filler words, talk-listen ratio, longest spiel, and patience. This feature enables admins to adjust ranges that define positive, neutral, and needs improvement categories, reflecting personalized thresholds for metric evaluation. Visuals and tooltips across speaker metric analytics and interaction details pages dynamically update to align with these new configurations, ensuring accurate and intuitive metric interpretation throughout the platform.
Agent and consumer features
- Comprehensive scorecard analytics for agent evaluations
  Supervisors can see the trend of agent evaluation scores over a period of time to understand the impact of training or process changes. They can view evaluation scores by agent per scorecard for a given time period to identify top performers and areas for improvement. Supervisors can also see the frequency of answers chosen for each question in a scorecard by agent to identify trends. The data can be filtered by date range, agent, and scorecard.

June 20, 2024

New and enhanced features

Agent and consumer features
- Analytics for speaker metrics
  Supervisors can view aggregated speaker metrics and visualize how the values change over time. They can group the results by agent and filter the conversations included in the aggregation by time range, agent, queue, disposition, duration, direction, channel, and language. The metrics include talking speed, talk-listen ratio, filler words, longest spiel, patience, sentiment score, engagement score, evaluation score, hold events, silence events, and crosstalk events. This feature gives supervisors visibility into how their contact center is performing based on the speaker metrics tracked in each interaction.
- Delegated account administration support
  Account owners and admins can authorize external parties, such as professional services teams or channel partners, to administer their Zoom Quality Management account. Delegated admins must be licensed Zoom users in their main account, but they do not need a Quality Management license. They can access the interactions list, create and edit scorecards, complete evaluations and calibrations, and configure automations and reports based on their assigned role permissions. This feature enables customers to leverage third-party services for Quality Management administration.

May 12, 2024

New and enhanced features

Admin features
- Configure exclusions in Quality Management
  Account owners and admins can configure exclusions in Quality Management to prevent certain interactions from being analyzed and displayed. Exclusions can be set based on phone number, phone prefix, direction, and duration. Interactions matching any of the configured exclusions will not be shown in Quality Management. This allows customers to omit sensitive recordings as needed. The new exclusion settings provide more control over which interactions are included in Quality Management.

April 18, 2024

New and enhanced features

Admin features
- Require agents to acknowledge evaluations
  Admins can configure whether agents are required to acknowledge an evaluation that has been completed for them. When enabled, agents will receive email notifications when they have a new evaluation to acknowledge. Agents can review and acknowledge their evaluation scores. If the acknowledgement time limit is reached, evaluations will be auto-acknowledged. This feature ensures agents have visibility into their evaluations and provides confirmation that they've reviewed their scores.
- Export filtered interaction list as CSV file
  Admins and supervisors can export the interaction list table data to a CSV file. The exported CSV data will reflect any filters applied such as date range, allowing users to get a filtered subset of interactions. This makes it easy to analyze large amounts of interaction data in external tools. Users can also share the CSV file with stakeholders who don't have access to Quality Management. The ability to export filtered interaction data saves time and provides more flexibility in analyzing interactions outside of the web portal.

March 7, 2024

New and enhanced features

Admin features
- Indicator analytics
  Admins and supervisors can gain insight into indicator mentions. The dynamic screen shows the frequency and percentage of interactions containing configured indicators, phrases, or keywords. They can view trends over time and filter the data by account or user. Drilling down into specific keywords provides transcript snippets to understand context. This enables users to proactively monitor interactions and proactively identify issues and trends without the need for manual searching.
- Enhancements to calibration sessions
  This release provides several enhancements to calibration sessions to give admins and supervisors more context and insights to make informed decisions during calibrations. Admins and supervisors can name calibration sessions for easier lookup later. The calibration score shows the average of completed evaluations. The completion percentage shows how many assigned evaluators have finished. When reviewing results, admins see the max score, chosen answers, and visual indicators of answer variance.

January 9, 2024

New and enhanced features

Admin features
- Moments
  Quality Management users can share a portion of an interaction recording (moment) and associated interaction details with a share link, allowing internal or external users to see the recording.
- Enhancements to Evaluations and Calibrations
  Users who have participated in a calibration for an interaction can also evaluate that same interaction. Previously, calibrators were unable to evaluate interactions they calibrated. This decouples calibrations from evaluations, so they are completely independent. Now, users can calibrate and evaluate the same interactions, providing more flexibility.

December 15, 2023

New and enhanced features

Admin features
- Hold events
  Quality Management users can track hold events for interactions. A hold event is when the agent places the caller on hold. Users can view the number of hold events, their associated durations, and see a visual indicator of these events in the media player for each interaction. This new capability helps admins identify and analyze the quality of the interactions.
- Enhancements to interaction date filtering
  Account owners and admins can filter interactions by the Today and Yesterday relative date ranges. This allows them to easily analyze and monitor recent interactions without manually selecting specific dates. Admins can quickly gain insights into emerging trends, topics, and quality issues from the past day or two. The new relative date filters provide a more convenient way to focus on recent interactions compared to manually selecting date ranges.
- Configure page size
  Quality Management users can adjust the page size to view more or fewer interactions per page. They can set the page size to 20, 50, or 100 interactions. This provides more flexibility to view and analyze interactions. The default page size is still 20. Configuring a larger page size allows users to scan through interactions more quickly. A smaller page size makes it easier to view detailed information for each interaction on one page.

November 3, 2023

New and enhanced features

Admin features
- Enhancements to Performance Management
  Admins and supervisors can reorder automation cards by dragging them on the Automations page. The order of the cards determines the priority of the automations when evaluating interactions. The first matching automation will be applied. On the Add/Edit automation page, several improvements have been made, such as adding ‘Video’ as a channel type option, renaming ‘Automation schedule’ to ‘Automation interval’, and updating the helper texts and labels for clarity and consistency. The automation name is now a hyperlink that leads to the interaction list filtered by that automation. There are also UI enhancements to make it easier to view data relevant to evaluations and calibrations directly from the review page.
- Enhancements to offline (manual) interactions
  Manual interactions have been renamed to offline interactions. The description field in offline interactions now supports rich text, allowing for more customizable formatting and easier readability. Offline interactions now open in a separate page to provide a more consistent experience with other channel types. Additionally, comments are now supported for offline interactions.
- Enhancements to scorecards
  Admins and supervisors can add an N/A (not applicable) option ro rating scale questions. This allows respondents to indicate a question does not apply. Secondly, the required toggle has been removed for all question types, as it is redundant with the N/A option.
Agent and consumer features
- View evaluated interactions
  Users can apply a filter to the My Interactions list to quickly see only interactions that have been evaluated and easily access the associated answers and total score.

October 13, 2023

New and enhanced features

Admin features
- Track silence and talkover events in audio recordings
  Account owners and admins can track silence and talkover events that meet a configurable time threshold in audio and video recordings using speech analytics. Silence and talkover events are periods of extended silence or multiple participants speaking simultaneously that meet a certain threshold. Users can filter and view the number of silence and talkover events for each interaction, as well as see a visual indicator of these events in the media player. This feature helps users identify and analyze the quality and effectiveness of the interactions. Silence/talkover events that are 3 or more seconds will be tracked.
- Preview transcript for keyword search results
  Quality Management users can see a preview of the transcript that contains the searched keyword(s) or the filtered indicator or topic on the Interactions page. This feature gives users more context and saves them time from navigating to the interaction detail page and finding the relevant portion of the transcript. They can also quickly access the interaction detail page.

September 18, 2023

New and enhanced features

Quality Management
Zoom Quality Management is designed to help contact centers track and analyze customer interactions, measure agent performance, provide actionable insights, and proactively identify areas for improvement while maintaining organizational compliance. Quality Management is available to purchase by customers with a Zoom Contact Center license.