Getting started with Ask Quality Management (Ask QM)

Users with an Advanced Quality Management or ZCX Elite License have access to Ask Quality Management (Ask QM), an artificial intelligence tool capable of analyzing interactions to provide quick responses to queries based on transcription content. This tool streamlines the process of reviewing interactions by bringing pertinent, requested information to the forefront through simple inquiries, such as “What was this interaction’s purpose?” or “What was the resolution accepted in this interaction?”.

Requirements for getting started with Ask QM

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

How to enable Ask QM

Before Ask QM has been enabled, the option to make requests from Quality Management’s AI interface within interactions will not be available. To enable Ask QM inquiries within interactions, 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 Ask QM.
   Users can now make inquiries regarding interactions using the Ask QM interface.

How to submit an inquiry to Ask QM

Once Ask QM has been enabled, users can request information from it regarding interactions via the interaction’s details page. To prompt Ask QM for information, follow the steps below:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the Interaction ID you want Ask QM to analyze.
4. At the top of the right panel, click the Ask QM prompt field  and type in your inquiry.
   Ask QM will begin to formulate a response from the interaction information available.
5. A box will appear with Ask QM’s response.
6. (Optional) Click the copy button  to copy the entire response into your clipboard.
7. (Optional) Provide feedback to Zoom regarding the generated answer by clicking thumbs up  or thumbs down  . 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.
8. Click the exit button  to dismiss Ask QM’s answer.