Contact Centre Supervisor Assist

[GregoryLee]

Hi all, 

I read the June Update notices and discovered an AI update to ZOOM regarding supervisors in the Contact Centre environment being able to undertake Automated QA using AI within Zoom.

I cannot find any specific guides for this and seeking if anyone is using this and if it is valuable.

Sounds amazing if it works.

Regards

Greg

[Arps]

Hello Gregory!

Can you let me know what note you're referring to?  

Thanks!

Rick

[GregoryLee]

Hi Rick, 

Below is the ink to the article I found the information in.

Getting started with Contact Center AI | Zoom

It related to the AI capability of assisting managers and leaders in assessing agents calls and provide a summarised analysis of agents interactions.

Thanks

Greg

[Arps · Accepted solution]

Gregory, 

That's referring to Zoom's Quality Management solution.  It uses AI to analyze every interaction and pull customer sentiment, things that were discussed, agent performance, etc.  You can run reports to see what's happening with your contact center as a whole, or see specific agent performance over time.

Here's a great explainer doc on the solution: https://www.zoom.com/en/products/resources/tech-library/quality-management-explainer/

Hope that helps and please make sure to mark the solution as accepted if this information is what you needed.

Thanks! Rick

[GregoryLee]

Thanks Rick,

Just the info i was looking for. Appreciate your assistance and response.
Regards

Greg