Viewing Agent Talk Metrics with Zoom AI

Agents can receive real-time analysis of their talk speed and length during engagements, helping them improve their communication on voice channels. Without immediate feedback, agents often remain unaware of how fast or slow they are speaking. This feature provides instant feedback, allowing agents to adjust their speech right away for better customer interactions.

Learn more about enabling 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 viewing Agent Talk Metrics with Zoom AI

• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• Analyze agent talk metrics enabled
• Zoom Contact Center license

Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.

Limitations for viewing Agent Talk Metrics with Zoom AI

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

How to view Agent Talk Metrics with Zoom AI

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. During a voice engagement, observe the Talk Speed and Speech Length displayed at the top of the screen. 
4. Talk Speed indicates the rate at which you are speaking. It is categorized into three levels:
   • Too Fast: Your speech rate is higher than the recommended speed.
   • Good: Your speech rate is within the optimal range.
   • Too Slow: Your speech rate is lower than the recommended speed.
     Aim to maintain a Good talk speed for clear and effective communication.
5. Speech Length measures the duration of time you have been speaking without interruption.
   This timer will reset each time the customer begins to speak. Use this metric to balance the conversation so you are giving the customer enough opportunity to respond.