Release notes for Quality Management

This page covers Zoom Contact Center web portal releases. For Zoom Contact Center client releases, refer to client release notes.

Upcoming Release

Details about upcoming releases will be posted as they become available.

Released

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.