Enabling Agent Talk Metrics with Zoom AI

Account owners and admins can enable or disable Agent Talk Metrics with Zoom AI, which provides real-time analysis of an agent’s talk speed and length during customer engagements, particularly in voice channels. Agents often don't get immediate feedback on how they're speaking, which means they might not realize when they're talking too fast or being unclear. By providing instant feedback, this feature helps agents adjust their speech right away to improve their communication with customers.

Learn more about using Agent Talk Metrics with Zoom AI and how Zoom AI features handle your data.

For language availability, review the supported languages for Zoom AI features.

Requirements for enabling Agent Talk Metrics with Zoom AI

Note: Zoom AI may not be available for select verticals and select regional customers.

How to enable or disable Agent Talk Metrics with Zoom AI

Account

To enable or disable Agent Talk Metrics for Zoom AI for all users on the account:

  1. Sign in to the Zoom web portal as an admin.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration then Contact Center.
  4. Click Preferences.
  5. Under General Settings, scroll down to Zoom AI section.
  6. Click the Analyze agent talk metrics toggle to enable or disable it.
  7. (Optional) To prevent all users on your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.