Using AI Topics for Quality Management

AI Topics improve Quality Management’s topic detection, allowing AI to assign its own detected topics to Quality Management interactions, in addition to customized topics created by Quality Management supervisors to suit business needs. AI Topics replaced the Topics Mentioned feature to provide a more robust toolset for Quality Management users.

Requirements for using AI Topics for Quality Management

• Account owner or admin privileges; or relevant role/privilege
• Quality Management or ZCX Elite License
• AI Topics enabled in account settings

Limitations of AI Topics for Quality Management

• Topics are only detected and applied to interactions that take place after the setting is enabled.

How to manage custom topics for Quality Management

Quality Management will generate its own topics based on interaction content and assign them to relevant interactions. However, custom topics can also be created for Quality Management, which can then be assigned to interactions by the artificial intelligence utilized for AI Topics.

Creating custom topics for Quality Management

1. Sign in to the Zoom web portal using an account with the privilege to change account settings.
2. In the navigation pane, click Account Settings, then click the Quality Management tab.
3. In the contents list on the left, click AI Model Use.
4. Under Topics, click Manage Topic library.
   You will be taken to the Manage Topic library page.
   Note: If you do not see Topics, you may need to enable AI Topics.
5. Click Add topic.
   The Add topic pop-up will appear.
6. Create your topic.
   • Under Topic name, enter the name of your topic.
     Note: If Quality Management has already detected topics, recently-created topics will appear in a dropdown as selectable options once the Topic name field is selected.
   • Under Instructions, provide details and guidance for AI Topics to adhere to when utilizing and assigning this topic.
   • Click Save.
     Your new topic will be added to your library.

Deleting or disabling custom topics for Quality Management

1. Sign in to the Zoom web portal using an account with the privilege to change account settings.
2. In the navigation pane, click Account Settings, then click the Quality Management tab.
3. In the contents list on the left, click Analytics.
4. Under Topics, click Manage Topic library.
   You will be taken to the Manage Topic library page.
   Note: If you do not see Topics, you may need to enable AI Topics.
5. Disable or delete your custom topic.
   • To disable your custom topic, click the toggle next to the topic. The topic can be re-enabled in the future.
   • To delete your custom topic, click the ellipsis  and select delete topic to permanently remove the topic from your topic library.

How to view Quality Management topic information

Viewing an interaction’s topic information

1. Sign in to the Zoom web portal using an account with permissions to view Quality Management interactions.
2. In the navigation pane, click Quality Management, then Interactions.
3. Click the name of the interaction you would like to view.
4. Click the Analytics tab.
5. Under Topics, the list of topics will be visible.
6. (Optional) Click a topic.
   The point(s) in the transcript relevant to the selected topic will be highlighted in the sidebar.

Sorting interactions by topic

1. Sign in to the Zoom web portal using an account with permissions to view Quality Management interactions.
2. In the navigation pane, click Quality Management, then Interactions.
   Click the  Search box.
3. In the dropdown that appears, click Topics, then click the topic by which you would like to filter the interactions.
   Note: Only custom topics can be used as a filter. A topic with a bookmark  icon is a custom topic from the Topic library.

Viewing topic analytics

1. Sign in to the Zoom web portal using an account with permissions to view Quality Management analytics.
2. In the navigation pane, click Quality Management, then Analytics and Reports.
3. Click Topic mentions.
   You will be taken to the Topic mentions analytics page.

How to subscribe to a custom topic

Quality Management administrators and supervisors can subscribe to custom topics, receiving notifications at a chosen cadence when the subscribed topic is mentioned in an interaction.

1. Sign in to the Zoom web portal as an admin or Quality Management supervisor.
2. In the navigation pane, click Settings, then click the Quality Management tab.
3. Under Topic library, click View Topic library.
   You will be taken to the Topic library page.
4. Next to the topic to which you wish to subscribe, click Subscribe.
   A pop-up will appear.
5. Select the cadence of your subscription, choosing from Instant, Daily, Monthly, or Continuous.
6. Click Subscribe.
   You will be subscribed to the topic.