Configuring auto-scoring for Quality Management

Quality Management leverages artificial intelligence to evaluate Zoom Contact Center interactions and provide a score utilizing these evaluations based on user-defined automated scorecards. Quality Management administrators and supervisors can create automated scorecards with criteria they define for use by the AI in its evaluations of interactions. Automated evaluations provide contact center managers with the tools needed to glean instant feedback on strengths and areas of improvement for agents.

Requirements for configuring auto-scoring for Quality Management

• Advanced Quality Management or ZCX Elite license
• Account owner or admin privilege, or relevant role/privilege with Scorecard Management and Automations permissions
• Zoom Contact Center license

Limitations of auto-scoring for Quality Management

• Only transcription content is analyzed for the generation of automated evaluations.
• Automated evaluations cannot currently apply to email content.

How to enable auto-scoring

Before Automatic Quality Management has been enabled, the option to create automated scorecards will not be available. To enable automated scorecard creation, follow the steps below.

1. Sign in to the Zoom web portal as an admin or other role with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Quality Management tab.
4. In the AI models use section, enable the toggle for Automated scoring.
   Automated scorecards can now be created and used on your account.

How to create an automated scorecard

1. Create a scorecard.
2. Under Scorecard type, select Automated.
3. (Optional) Choose whether to enable or disable Justification for each answer. If enabled, the AI will provide an explanation for its scores, if applicable.

How to create an auto-scoring automation

Automations allow interactions to be automatically scored based on user-defined conditions. Note that you must have created an automated scorecard in order to configure and utilize auto-scoring. Follow the steps below to configure an auto-scoring automation.

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Performance Management.
3. Click the Automations tab, then click Add Automation.
4. In the Name field, enter a name for your automation.
5. Under Conditions, select Add Condition rule to define the matching conditions for your automation, or select Add Condition group to create a group of conditions for your automation.
6. (Optional) Add additional conditions as needed, selecting And when multiple conditions must be met at once or selecting Or when only one condition from the list must be met.
7. In the Interaction Management Options dropdown, select Auto-score.
8. In the Choose Scorecard for Evaluations dropdown, select the automated scorecard to be used for this automatic evaluation.
9. Click Save.

Note: Auto-scoring automations are not applied retroactively. Only new Quality Management interactions will be checked against a newly configured auto-scoring automation, not old interactions.

How to reorder Quality Management auto-scoring automations

Quality Management interactions can only receive one manual evaluation and one automated evaluation. It is possible that a single interaction could meet the conditions for more than one automation. When such an occurrence takes place, the auto-scoring automation that is highest in the list of automations with conditions met by the interaction will be used for scoring that interaction. Reorder Quality Management auto-scoring automations to suit business needs so the intended scorecards are used.

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Performance Management.
3. Click the Automations tab.
4. At the top of an automation tile, click and drag the six dots  to move the tile.

How to manually apply auto-scoring to interactions

Configured automations allow interactions to be auto-scored without user interfacing when the user-specified conditions are met. However, in some cases, it may be necessary to apply an automated scorecard to an interaction manually. This can be done for a single interaction within its detail page or to multiple interactions from the interaction list. In either instance, note that an automated scorecard must already be created prior to attempting to auto-score the interaction(s).

Manually applying an automated scorecard to a single interaction

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the Interaction ID of the interaction you wish to manually auto-score.
4. In the right panel, click Performance, then Auto-scoring.
5. Click Start, then choose from one of your previously created automated scorecards when prompted.
   The auto-scoring process will begin. Once completed, the results will be displayed in the Auto-scoring tab.

Manually apply an automated scorecard to multiple interactions

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the check boxes next to each interaction you wish to auto-score.
4. In the blue banner, click Auto-score.
5. In the Scorecard dropdown, select the automated scorecard to be used to auto-score the selected interactions.
   The auto-scoring process will begin. Once the auto-scoring has completed, an email notification will be sent.

How to view auto-scoring results

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the Interaction ID of the interaction with the results you wish to view.
4. In the right panel, click Performance, then Auto-scoring.
5. In the scoring tile, click View Detail to see the selected answers and associated justifications (if Justification for each answer was enabled for the applied automated scorecard).
6. Click View transcript sources to see relevant snippets from the transcription.
   Note: You can hover over any of the transcript snippets and click the play button  to jump directly to that part of the interaction.

Note: You can provide feedback to Zoom regarding the auto-scoring service by clicking thumbs up   or thumbs down  beneath each question. Clicking the thumbs down button will reveal a prompt where a reason for the negative feedback can be provided, with an additional field for further context.

How to modify auto-scoring results

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the Interaction ID of the interaction with the results you wish to view.
4. In the right panel, click Performance, then Auto-scoring.
5. In the scoring tile, click View Detail.
6. Click Edit.
7. Click the answer or justification you wish to modify and make the changes desired.
8. Click Save changes to apply your modifications.
   The evaluated agent will receive an email notifying them of the changes.

Note: Manually updated answers are highlighted when viewing the evaluation details.

Note: You can click the history icon  to view past modifications made to the answers of an evaluation.

How to delete an automatic evaluation

1. Sign in to the Zoom web portal as a Quality Management administrator or another role with the privilege to edit performance management configurations.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the Interaction ID of the interaction with the results you wish to view.
4. In the right panel, click Performance, then Auto-scoring.
5. In the scoring tile, click View Detail.
6. At the bottom of the details panel, click Delete.
7. Confirm your decision to delete the automatic evaluation.

Note: Once you have deleted an automatic evaluation, this cannot be undone.