Quality Management

• OpenAPI Version: 3.1.1
• API Version: 2

Zoom Quality Management is designed to help contact centers track and analyze customer interactions, measure agent performance, provide actionable insights, and proactively identify areas for improvement while maintaining organizational compliance.

Servers

• URL: https://api.zoom.us/v2

Operations

List automated evaluations

• Method: GET
• Path: /qm/automated_evaluations
• Tags: Evaluations

List automated evaluations.

Scopes: qm_evaluations:read:admin,qm_evaluations:read

Granular Scopes: zoom_quality_management:read:evaluations:admin,zoom_quality_management:read:evaluations

Rate Limit Label: LIGHT

Responses

Status: 200 **HTTP Status Code:** `200` Successfully listed user's automated evaluations.

Content-Type: application/json

• data

  array — Information about the automated evaluations.

  Items:

  • account_id

    string — The account ID.

  • agent_info

    object — The agent information.

    • display_name

      string — The evaluation's agent user display name.

    • user_id

      string — The evaluation's agent user ID.

  • create_time

    string — The date when the automated evaluation was created, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • evaluation_score

    number — The overall score of the automated evaluation, calculated based on the scorecard and answers.

  • id

    string — The automated evaluation task ID.

  • interaction_deleted

    boolean — Whether the interactions was deleted.

  • interaction_id

    string — The interaction ID.

  • modify_time

    string — The date when the automated evaluation was modified, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • scorecard_id

    string — The automated evaluation scorecard ID.

  • scorecard_name

    string — The automated scorecard name.

  • scoring_format

    string, possible values: "points", "percentage" — The scorecard's scoring format .

  • status

    string, possible values: "COMPLETED", "PROCESSING", "FAILED" — The evaluation's current status.

  • total_score

    number — The total score on the scorecard.

• next_page_token

  string — Use the next page token to paginate through large result sets. A next page token is returned whenever the set of the available result list exceeds the page size. This token's expiration period is 15 minutes.

• page_size

  number — The number of records returned within a single API call.

• total

  number — The total number of all the records available across pages.

Example:

{
  "total": 51,
  "page_size": 20,
  "data": [
    {
      "id": "0e73a69f8f104d24a589fa0c615abca8",
      "account_id": "SY-AEWW6Ruqgt89_T2zqBg",
      "modify_time": "2024-05-28T09:52:22Z",
      "create_time": "2024-05-28T09:52:22Z",
      "interaction_id": "q9DyYF8iSXa3PVAhb6nekQ",
      "scorecard_id": "2uJ4u83yQ_qbyyFDmxsMcQ",
      "agent_info": {
        "user_id": "httgPnTgTxq0d65-alfYVw",
        "display_name": "Ashlee York"
      },
      "scorecard_name": "Customer Care",
      "scoring_format": "percentage",
      "total_score": 50,
      "evaluation_score": 10,
      "interaction_deleted": false,
      "status": "COMPLETED"
    }
  ],
  "next_page_token": "R4aF9Oj0fVM2hhezJTEmSKaBSkfesDwGy42"
}

List evaluations

• Method: GET
• Path: /qm/evaluation
• Tags: Evaluations

List manually completed evaluations.

Scopes: qm_evaluations:read:admin,qm_evaluations:read

Granular Scopes: zoom_quality_management:read:evaluations,zoom_quality_management:read:evaluations:admin

Rate Limit Label: LIGHT

Responses

Status: 200 **HTTP Status Code:** `200` Successfully listed user's evaluations.

Content-Type: application/json

• data

  array — Information about the evaluations.

  Items:

  • account_id

    string — The account ID.

  • acknowledgement_status

    string, possible values: "Pending", "Complete", "Auto Complete", "None" — The acknowledgement status.

  • agent_info

    object — The agent information.

    • display_name

      string — The evaluation's agent user display name.

    • user_id

      string — The evaluation's agent user ID.

  • channel_type

    string, possible values: "VIDEO", "AUDIO", "MANUAL", "MESSAGE" — The interaction's channel type.

  • completion_date

    string — Estimated completion time.

  • create_time

    string — The date when the evaluation was created, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • creator_id

    string — The evaluation's creator Zoom user ID.

  • creator_info

    object — The evaluation creator information.

    • display_name

      string — The evaluation's creator user display name.

    • user_id

      string — The evaluation's creator Zoom user ID.

  • evaluation_score

    number — The overall score of the evaluation, calculated based on the scorecard and answers.

  • evaluators_info

    array — The evaluators' information.

    Items:

    • display_name

      string — The evaluation's evaluator user display name.

    • user_id

      string — The evaluation's evaluator user ID.

  • id

    string — The evaluation task ID.

  • interaction_deleted

    boolean — Whether the interactions was deleted.

  • interaction_id

    string — The interaction ID.

  • modify_time

    string — The date when the evaluation was modified, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • scorecard_id

    string — The evaluation scorecard ID.

  • scorecard_name

    string — The evaluation scorecard name.

  • scoring_format

    string, possible values: "points", "percentage" — The scorecard's scoring format .

  • status

    string, possible values: "Active", "Completed", "Pending", "Expired", "Cancled" — The evaluation's current status.

  • task_name

    string — The evaluation task name.

  • total_score

    number — The total score on the scorecard.

  • user_id

    string — The Zoom user ID.

• next_page_token

  string — Use the next page token to paginate through large result sets. A next page token is returned whenever the set of the available result list exceeds the page size. This token's expiration period is 15 minutes.

• page_size

  number — The number of records returned within a single API call.

• total

  number — The total number of all the records available across pages.

Example:

{
  "total": 51,
  "page_size": 20,
  "data": [
    {
      "id": "0e73a69f8f104d24a589fa0c615abca8",
      "account_id": "SY-AEWW6Ruqgt89_T2zqBg",
      "user_id": "httgPnTgTxq0d65-alfYVw",
      "creator_id": "b0_yDuNGSq65EF8i1f0PcQ",
      "modify_time": "2024-05-28T09:52:22Z",
      "create_time": "2024-05-28T09:52:22Z",
      "channel_type": "VIDEO",
      "task_name": "evaluation_q9DyYF8iSXa3PVAhb6nekQ",
      "interaction_id": "q9DyYF8iSXa3PVAhb6nekQ",
      "scorecard_id": "2uJ4u83yQ_qbyyFDmxsMcQ",
      "creator_info": {
        "user_id": "b0_yDuNGSq65EF8i1f0PcQ",
        "display_name": "Rick Arps"
      },
      "agent_info": {
        "user_id": "httgPnTgTxq0d65-alfYVw",
        "display_name": "Ashlee York"
      },
      "evaluators_info": [
        {
          "user_id": "b0_yDuNGSq65EF8i1f0PcQ",
          "display_name": "Rick Arps"
        }
      ],
      "scorecard_name": "Customer Care",
      "scoring_format": "percentage",
      "total_score": 50,
      "evaluation_score": 10,
      "interaction_deleted": false,
      "status": "Active",
      "acknowledgement_status": "Pending",
      "completion_date": "2026-03-16T10:45:00Z"
    }
  ],
  "next_page_token": "R4aF9Oj0fVM2hhezJTEmSKaBSkfesDwGy42"
}

Status: 400 **HTTP Status Code:** `400` <br> Bad Request Bad Request

Status: 401 **HTTP Status Code:** `401` <br> Unauthorized Unauthorized

Status: 429 **HTTP Status Code:** `429` <br> Too Many Requests. For more information, see [rate limits](https://developers.zoom.us/docs/api/rate-limits/).

View evaluation detail

• Method: GET
• Path: /qm/evaluation/{evaluationId}
• Tags: Evaluations

View a specific interaction's evaluation detail.

Scopes: qm_evaluations:read,qm_evaluations:read:admin

Granular Scopes: zoom_quality_management:read:evaluations,zoom_quality_management:read:evaluations:admin

Rate Limit Label: MEDIUM

Responses

Status: 200 **HTTP Status Code:** `200` Successfully view the evaluation detail.

Content-Type: application/json

• scorecard

  object — The scorecard's detail.

  • acknowledgment_status

    string, possible values: "Pending", "Complete", "Auto complete", "None" — The evaluation's acknowledgment status.

  • agent_name

    string — The name of the agent involved in the interaction being evaluated.

  • agent_user_id

    string — The user ID of the agent involved in the interaction.

  • completion_date

    string — Estimated completion time.

  • create_time

    string — The date when the evaluation was created, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • dispute_status

    string, possible values: "None", "Pending", "Complete" — The evaluation's dispute status.

  • engagement_id

    string — The ID of the engagement associated with the interaction.

  • evaluator

    object — The evaluator information.

    • name

      string — The name of the person who conducted the evaluation.

    • user_id

      string — The evaluator's Zoom user ID.

  • interaction_id

    string — The ID of the interaction being evaluated.

  • modify_time

    string — The date when the evaluation was modified, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • score

    number — The actual score obtained in this evaluation, not exceeding the total_score.

  • scorecard_id

    string — The scorecard's ID.

  • scorecard_name

    string — The name of the scorecard used for evaluation.

  • sections

    array — The scorecard section infomation.

    Items:

    • name

      string — The name of the section within the scorecard.

    • order

      number — The order of this section in the scorecard.

    • questions

      array — The questions.

      Items:

      • answer_id

        string — The ID of the selected answer for this question.

      • answer_label

        string — The label of the selected answer for this question.

      • description

        string — A detailed description or additional information about the question.

      • options

        array — The options.

        Items:

        • auto_fail

          boolean — Indicates whether selecting this option causes an automatic failure, `true` or `false`.

        • label

          string — The option's display text.

        • option_id

          string — The option's ID.

        • points

          number — The option's points.

        • value

          string — The option's value.

      • question_id

        string — The question's ID.

      • scale

        object — The information about rating scale type question.

        • has_na_option

          boolean — Indicates whether there is an `N/A` option.

        • high_label

          string — The high score label.

        • low_label

          string — The low score label.

        • scale_max

          integer — Maximum score.

        • scale_min

          integer — Minimum score.

      • score

        number — The actual score obtained in this question, not exceeding the total_score.

      • title

        string — The question's title or main text.

      • total_score

        number — The maximum possible score that can be achieved for this question.

      • type

        string, possible values: "Yes/No", "Single Choice", "Rating Scale" — The question's type.

    • score

      number — The actual score obtained in this section, not exceeding the total_score.

    • total_score

      number — The maximum possible score that can be achieved for this section.

    • weight

      number — The weight of the section in the overall score calculation.

  • total_score

    number — The maximum possible score that can be achieved for this evaluation.

Example:

{
  "scorecard": {
    "scorecard_id": "CaBoBGvDSCmYt5GDDxP4-Q",
    "scorecard_name": "AAAAAAAA Automated DEMO test 1212 TEST 111",
    "sections": [
      {
        "name": "Service Attitude",
        "weight": 34,
        "order": 1,
        "questions": [
          {
            "question_id": "7jNGHA0QSRGdsi-R03d8tQ",
            "type": "Rating Scale",
            "title": "Did the customer service representative demonstrate patience and friendliness?",
            "description": "Evaluate the agent's service attitude.",
            "options": [
              {
                "option_id": "m_DJVk5BS7yqoR2ayN16kw",
                "label": "Yes",
                "value": "Yes",
                "auto_fail": false,
                "points": 10
              }
            ],
            "answer_id": "m_DJVk5BS7yqoR2ayN16kw",
            "answer_label": "Yes",
            "score": 10,
            "scale": {
              "has_na_option": true,
              "high_label": "Excellent",
              "low_label": "Poor",
              "scale_max": 10,
              "scale_min": 1
            },
            "total_score": 10
          }
        ],
        "score": 20,
        "total_score": 30
      }
    ],
    "score": 90,
    "total_score": 100,
    "evaluator": {
      "name": "Admin3",
      "user_id": "ycEUjKmDSnuPwF33KLTxJg"
    },
    "create_time": "2024-05-28T09:52:22Z",
    "modify_time": "2024-05-28T09:52:22Z",
    "acknowledgment_status": "Complete",
    "dispute_status": "None",
    "interaction_id": "yBe0fI6kTFG5IyThF8eRXg",
    "engagement_id": "e59gNVtjTuS--NjwquFKQA",
    "agent_name": "The agent's name.",
    "agent_user_id": "The agent's ID.",
    "completion_date": "2026-03-16T10:45:00Z"
  }
}

Status: 401 **HTTP Status Code:** `401` <br> Unauthorized Unauthorized

Status: 403 **HTTP Status Code:** `403` <br> Forbidden Forbidden

Status: 404 **HTTP Status Code:** `404` <br> Not Found Not Found

Status: 429 **HTTP Status Code:** `429` <br> Too Many Requests. For more information, see [rate limits](https://developers.zoom.us/docs/api/rest/rate-limits/).

List interactions

• Method: GET
• Path: /qm/interactions
• Tags: Interactions

List interactions.

Scopes: qm_interactions:read,qm_interactions:read:admin

Granular Scopes: zoom_quality_management:read:interactions,zoom_quality_management:read:interactions:admin

Rate Limit Label: MEDIUM

Responses

Status: 200 **HTTP Status Code:** `200` Successfully listed user's interactions.

Content-Type: application/json

• interactions

  array — Information about the interaction.

  Items:

  • interaction_info (required)

    object — The interaction infomation.

    • interaction_id (required)

      string — The interaction id.

    • agent_name

      string — The agent name.

    • associated_ids

      array — The associated interaction ids.

      Items:

      string — The associated interaction id.

    • channel_type

      string, possible values: "VIDEO", "MANUAL", "SMS", "AUDIO", "WEB_CHAT" — The channel type, includes VIDEO, MANUAL, SMS, AUDIO and WEB_CHAT.

    • consumer_name

      string — The consumer name.

    • evaluations

      array — The associated evaluations.

      Items:

      • evaluation_id

        string — The evaluation ID.

      • evaluation_type

        string, possible values: "Manual", "Automated" — The evaluation type.

    • from

      string — The caller's phone number in E.164 format.

    • to

      string — The recipient's phone number in E.164 format.

  • start_time (required)

    string — The start date in yyyy-MM-dd'T'HH:mm:ss'Z' format.

  • crosstalk_event_count

    integer — The count of crosstalk event.

  • direction

    string — The direction.

  • disposition

    string — The disposition

  • duration

    number — The interaction duration in minutes.

  • engagement_id

    string — The engagement id.

  • hold_event_count

    integer — The count of hold event.

  • primary_language

    string — The primary language.

  • queue_id

    string — The call queue id.

  • queue_name

    string — The call queue name.

  • scorecard_name

    string — The scorecard name.

  • screen_recording_status

    string, possible values: "UNAVAILABLE", "AVAILABLE", "DELETED" — The status of the interaction screen recording. **UNAVAILABLE, AVAILABLE, DELETED**

  • silence_event_count

    integer — The count of silence event.

  • summary

    object — The summary.

    • engagement_score

      number — The engagement score.

    • evaluation_score

      number — The evaluation score.

    • sentiment_score

      number — The sentiment score.

• next_page_token

  string — The next page token is used to paginate through large result sets. A next page token will be returned whenever the set of the available result list exceeds the page size. The expiration period is 15 minutes.

• page_size

  number — The number of records returned within a single API call.

• total_records

  integer — The total number of all the records available across pages.

Example:

{
  "total_records": 50,
  "page_size": 30,
  "interactions": [
    {
      "start_time": "2020-05-01T19:13:02Z",
      "duration": 5,
      "queue_id": "Je4zLPZ-SBiLCiebE35ALQ",
      "queue_name": "Demo",
      "interaction_info": {
        "from": "+16692520210",
        "to": "+12364352078",
        "interaction_id": "X51n17BZQTqKtxwF4mmTIw",
        "agent_name": "Admin3",
        "consumer_name": "+16692520210",
        "channel_type": "AUDIO",
        "associated_ids": [
          "xxxx"
        ],
        "evaluations": [
          {
            "evaluation_id": "2c8704b1bc374bb981dd66428ca3eb7b",
            "evaluation_type": "Manual scoring"
          }
        ]
      },
      "engagement_id": "PH6wferlTACAfBzYGAVOYg",
      "direction": "inbound",
      "disposition": "dev-disponsition",
      "silence_event_count": 2,
      "crosstalk_event_count": 2,
      "hold_event_count": 3,
      "scorecard_name": "test Kraig 1227",
      "summary": {
        "evaluation_score": 58.63,
        "sentiment_score": 58.63,
        "engagement_score": 58.63
      },
      "primary_language": "en",
      "screen_recording_status": "AVAILABLE"
    }
  ],
  "next_page_token": "R4aF9Oj0fVM2hhezJTEmSKaBSkfesDwGy42"
}

Status: 400 **HTTP Status Code:** `400` <br> Bad Request Bad Request **Error Code:** `1001` <br> The from or to time is invalid. <br>

Status: 401 **HTTP Status Code:** `401` <br> Unauthorized Unauthorized

Status: 404 **HTTP Status Code:** `404` <br> Not Found Not Found

Status: 429 **HTTP Status Code:** `429` <br> Too Many Requests. For more information, see [rate limits](/docs/api/rest/rate-limits/).

Add an interaction

• Method: POST
• Path: /qm/interactions
• Tags: Interactions

Add an interaction by a third party download URL.

Scopes: qm_interactions:write:admin,qm_interactions:write

Granular Scopes: zoom_quality_management:write:interactions,zoom_quality_management:write:interactions:admin

Rate Limit Label: 1

Request Body

Content-Type: application/json

• download_url (required)

  string — The third party download URL.

• direction

  string, possible values: "inbound", "outbound" — The call's direction. * `inbound` * `outbound`

• disposition

  string — The disposition's name.

• interaction_info

  object — The interaction infomation.

  • channel_type (required)

    string, possible values: "video", "voice" — The interaction's channel.

  • agent_email

    string — The agent's email.

  • agent_id

    string — The agent's user ID.

  • consumer_name

    string — The consumer's name.

  • from

    string — The caller's phone number in E.164 format.

  • to

    string — The recipient's phone number in E.164 format.

• primary_language

  string, possible values: "en-GB", "en-US", "ar", "da-DK", "de-DE", "es-ES", "es-MX", "fr-CA", "fr-FR", "it-IT", "ja", "ko-KR", "nl-NL", "pt-BR", "pt-PT", "ru", "zh-CN", "zh-HK" — The primary language. If left empty, the system automatically detects the language. If specified, the system transcribes using the given language. [**Supported language codes**](https://developers.zoom.us/docs/api/references/abbreviations/#languages)

• queue_id

  string — The Contact Center queue's ID.

• start_time

  string — The interaction start time in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

Example:

{
  "download_url": "https://www.example.com/uploads/InboundSampleRecording.mp3",
  "interaction_info": {
    "from": "+12053546173",
    "to": "+12095422197",
    "consumer_name": "Jill Chill",
    "channel_type": "video",
    "agent_id": "ycEUjKmDSnuPwF33KLTxJg",
    "agent_email": "example_admin@example.com"
  },
  "start_time": "2025-09-01T19:13:02Z",
  "direction": "inbound",
  "queue_id": "zxcv12m",
  "disposition": "dispostion_a",
  "primary_language": "en-US"
}

Responses

Status: 201 **HTTP Status Code:** `201` Successfully added the user's interaction.

Content-Type: application/json

• interaction_id

  string — The added interaction ID.

Example:

{
  "interaction_id": "QMp3e6_WShCVuifNbrQd4w"
}

Status: 400 **HTTP Status Code:** `400` <br> Bad Request Bad Request **Error Code:** `1001` <br> The interaction start time is invalid. <br>

Status: 401 **HTTP Status Code:** `401` <br> Unauthorized Unauthorized

Status: 404 **HTTP Status Code:** `404` <br> Not Found Not Found

Status: 429 **HTTP Status Code:** `429` <br> Too Many Requests. For more information, see [rate limits](https://developers.zoom.us/docs/api/rate-limits/).

View interaction detail

• Method: GET
• Path: /qm/interactions/{interactionId}
• Tags: Interactions

View the details of a specific interaction.

Scopes: qm_interactions:read:admin,qm_interactions:read

Granular Scopes: zoom_quality_management:read:interactions,zoom_quality_management:read:interactions:admin

Rate Limit Label: MEDIUM

Responses

Status: 200 **HTTP Status Code:** `200` Successfully view the interaction detail.

Content-Type: application/json

• interaction_info (required)

  object — The interaction infomation.

  • interaction_id (required)

    string — The interaction ID.

  • agent_name

    string — The agent's name.

  • associated_ids

    array — The associated interaction IDs.

    Items:

    string — The associated interaction ID.

  • channel_type

    string, possible values: "VIDEO", "MANUAL", "SMS", "AUDIO", "WEB_CHAT" — The channel type, including `VIDEO`, `MANUAL`, `SMS`, `AUDIO` and `WEB_CHAT`.

  • consumer_name

    string — The consumer's name.

  • evaluation_score

    number — The evaluation score.

  • evaluations

    array — The associated evaluations.

    Items:

    • evaluation_id

      string — The evaluation ID.

    • evaluation_name

      string — The name of the scorecard used for this evaluation.

    • evaluation_status_desc

      string, possible values: "COMPLETED", "PROCESSING", "FAILED", "Active", "Completed", "Pending", "Expired", "Canceled" — For automatic scoring, the enumeration values ​​are `COMPLETED`, `PROCESSING`, and `FAILED`. For manual scoring, the enumeration values ​​are `Active`, `Completed`, `Pending`, `Expired`, and `Canceled`.

    • evaluation_type

      string, possible values: "Manual", "Automated" — The evaluation type.

    • evaluator_id

      string — The unique user ID of the evaluator who performed the manual evaluation. Only present for manual evaluations.

    • evaluator_name

      string — The display name of the evaluator who performed the manual evaluation. Only present for manual evaluations.

    • question_comments

      array — Comments provided for each question or item in the scorecard evaluation.

      Items:

      • comment_text

        string — The evaluator's comment text for this question.

      • comment_time

        number — The timestamp in seconds, from the start of the recording where this comment applies. Useful for linking comments to specific moments in the interaction.

      • question_id

        string — The scorecard question's or item's unique identifier.

      • question_title

        string — The scorecard question's title or text.

    • score

      number — The actual score achieved in this evaluation.

    • score_rate

      number — The score rate, as a decimal. `Score`/`total_score` for points format, or the score itself for percentage format.

    • scoring_format

      string, possible values: "percentage", "points" — The scoring format type.

    • section_comments

      array — Comments provided for each section in the scorecard evaluation.

      Items:

      • comment_text

        string — The evaluator's comment text for this section.

      • section_id

        string — The unique identifier of the scorecard section.

      • section_name

        string — The name/title of the scorecard section

    • session_id

      string — The unique session ID for this evaluation.

    • total_score

      number — The maximum possible score for this evaluation.

  • evaluator_name

    string — The evaluator's name.

  • evaluator_user_id

    string — The evaluator's user ID.

  • from

    string — The caller's phone number in E.164 format.

  • scorecard_id

    string — The scorecard ID.

  • scorecard_name

    string — The scorecard name.

  • to

    string — The recipient's phone number in E.164 format.

• analysis

  object — AI-powered analysis of the interaction content.

  • good_questions

    array — Array of effective questions that were asked during the interaction.

    Items:

    • good_question

      string — The good question.

  • indicators

    array — Array of indicators detected in the interaction.

    Items:

    • indicator_name

      string — The indicator name.

  • next_steps

    array — Array of recommended actions or follow-up steps based on the analysis of the interaction content.

    Items:

    • next_step

      string — The next step or action.

  • topics

    array — Array of topics identified in the interaction content.

    Items:

    • topic_name

      string — The topic name.

    • type

      string, possible values: "predefined", "discovered" — `predefined` for a custom topic defined by an account, or 'discovered' such as an AI generated topic.

• crosstalk_events

  array — The crosstalk event infomation.

  Items:

  • end_time

    string — The crosstalk event end time.

  • start_time

    string — The crosstalk event start time.

• direction

  string — The direction.

• duration

  number — The interaction duration in minutes.

• engagement_id

  string — The engagement ID.

• hold_events

  array — The crosstalk event infomation.

  Items:

  • end_time

    string — The hold event end time.

  • start_time

    string — The hold event start time.

• interaction_summary

  string — The interaction's overall summary.

• language

  string — The primary language.

• metrics

  object — The metrics infomation.

  • filler_words

    array — The speaker's filler words.

    Items:

    • speaker_user_id

      string — The speaker's user ID.

    • value

      number — The speaker's filler words count per minute.

  • longest_monolog

    array — The speaker's longest monologue.

    Items:

    • speaker_user_id

      string — The speaker's user ID.

    • value

      number — The speaker's longest monologue duration, in **seconds**.

  • patience

    array — The speaker's patience.

    Items:

    • speaker_user_id

      string — The speaker's user ID.

    • value

      number — The speaker's patience duration, in seconds.

  • talk_speed

    array — The speaker's talk speed.

    Items:

    • speaker_user_id

      string — The speaker's user ID.

    • value

      number — The speaker's talk speed, in words per minute.

  • talk_to_listen_ratio

    array — The speaker's talk-listen ratio.

    Items:

    • speaker_user_id

      string — The speaker's user ID.

    • value

      number — The speaker's talk-listen ratio.

• queue_id

  string — The queue ID to query.

• queue_name

  string — The queue name to query.

• recording_url

  string — The recording URL.

• screen_recording_status

  string, possible values: "UNAVAILABLE", "AVAILABLE", "DELETED" — The interaction screen recording's status.

• screen_recording_urls

  array — The screen recording URLs.

  Items:

  string — The screen recording URL.

• silence_events

  array — The silence event infomation.

  Items:

  • end_time

    string — The silence event end time.

  • start_time

    string — The silence event start time.

• start_time

  string — The start date, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

• summary

  object — The summary infomation.

  • engagement_score

    number — The engagement score.

  • evaluation_score

    number — The evaluation score.

  • sentiment_score

    number — The sentiment score.

• transcript_body

  object — The transcript content.

  • account_id

    string — The account ID.

  • host_id

    string — The host ID.

  • items

    array — The text items.

    Items:

    • comments

      string — The comments.

    • email

      string — The speaker's email address, this value is null for external users.

    • end_time

      string — The speak end time.

    • item_id

      string — The item's sequence ID, starting from 0.

    • speaker_id

      string — The speaker's sequence ID generated from Transcript Service.

    • start_time

      string — The speak start time.

    • text

      string — The speech content.

    • zoom_user_id

      string — The speaker's user ID.

  • language

    string — The primary language.

  • meeting_id

    string — The meeting ID.

  • recording_end

    string — The recording end date, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • recording_start

    string — The recording start date, in `yyyy-MM-dd'T'HH:mm:ss'Z'` format.

  • speakers

    array — The speaker's infomation.

    Items:

    • email_address (required)

      string — The speaker's email address, this value is null for external users.

    • role (required)

      string, possible values: "rep", "customer" — The speaker's role.

    • speaker_id (required)

      string — The speaker's sequence ID generated from Transcript Service.

    • username (required)

      string — The speaker's username.

    • zoom_user_id (required)

      string — The speaker's user ID.

Example:

{
  "summary": {
    "evaluation_score": 1,
    "sentiment_score": 61.19,
    "engagement_score": 5.546720115175143
  },
  "metrics": {
    "talk_to_listen_ratio": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 0.4311976503861636
      }
    ],
    "longest_monolog": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 8.430000000000007
      }
    ],
    "talk_speed": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 121.0898082744702
      }
    ],
    "filler_words": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 0
      }
    ],
    "patience": [
      {
        "speaker_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "value": 1.24
      }
    ]
  },
  "start_time": "2024-05-28T09:52:22Z",
  "duration": 8,
  "queue_id": "d5qAagKnQ7-UO_VsdiPdQA",
  "queue_name": "Demo",
  "recording_url": "https://example.com/file/YZ75Jmq8TICELRiufFmTrg?filename=GMT20240528-095222_VgKcwkLoTPy80OyNcUo2Yg_VoiceRecording.mp3&jwt=eyJrIjoiMVI2cVdsWGIiLCJhbGciOiJFUzI1NiJ9.eyJhdWQiOiJ6ZnMiLCJkaWciOiJhN2E5MzE1ZWI2YTU5Yzk0MDgwM2VjNGE4MGNkMzk3YWRmYWVhODUwOWI5MThiMTNkOGVlOTgxMzQ1NjhiYmRkIiwiaGRpZyI6ZmFsc2UsImlpYyI6ImRldiIsImV4cCI6MTcyNTYxNzYwNywiaWF0IjoxNzI1MDEyODA3LCJvcmkiOiJ6b29tX2lxIiwiaXNzIjoiZmlsZSJ9.zjyJVGX9N3_hdu8zvytae5JvsFLgff17-39PpbMgpyh6RC7zJCRiHjBnbsV1J3ac4bgtDUGiG_4-M1G8YY0PuQ&mode=play",
  "screen_recording_urls": [
    "https://example.com/file/6GmXHipBT_CC3ncyX6d76w?filename=GMT20240812-103352_Recording_3840x2160.mp4&jwt=eyJrIjoiMVI2cVdsWGIiLCJhbGciOiJFUzI1NiJ9.eyJoZGlnIjpmYWxzZSwiaWljIjoiZGV2IiwiZGlnIjoiM2UxOGVjYzQyZmE5Yjk0OTcyOTlhYTlhZWMxNzg2YjgxNmJkMWRlNzQ5ZmZmNGQ1ODZiZDNhY2ViNGFkZjlmYSIsImV4cCI6MTczMTAzMDU1Nywib3JpIjoiem9vbV9pcSIsImF1ZCI6InpmcyIsImlhdCI6MTcyOTczNDU1NywiaXNzIjoiZmlsZSJ9.J7dpq3w9T6qI8US6Xy74ewUvl521tOORsmejM_Yq8eqgJ_KA65p8tYwViSPvu4BygZWZLBiEHsKyPCgChFRj6w&mode=play"
  ],
  "transcript_body": {
    "meeting_id": "VgKcwkLoTPy80OyNcUo2Yg",
    "account_id": "VgryoPBNR6uWYfyJqu4JFQ",
    "host_id": "ycEUjKmDSnuPwF33KLTxJg",
    "recording_start": "2024-05-28T09:52:22Z",
    "recording_end": "2024-05-28T10:00:47Z",
    "language": "en",
    "speakers": [
      {
        "speaker_id": "0",
        "zoom_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "email_address": "cci_dev_admin@example.com",
        "username": "Admin3",
        "role": "rep"
      }
    ],
    "items": [
      {
        "comments": "abc",
        "item_id": "0",
        "speaker_id": "0",
        "zoom_user_id": "ycEUjKmDSnuPwF33KLTxJg",
        "start_time": "00:00:22.790",
        "end_time": "00:00:25.680",
        "text": "A halo, Kanji, this",
        "email": "cci_dev_admin@example.com"
      }
    ]
  },
  "language": "en",
  "interaction_summary": "The meeting involved a diverse range of unrelated exchanges among participants including Admin3 and an unnamed person identified as +12053546173. Topics touched upon, albeit discontinuously, revolved around a possible analytical recording concept, a potential interest in women, and a reference to monthly recording. Nevertheless, the specifics and the central objective of these discussions remained unclear from the provided transcript.",
  "interaction_info": {
    "from": "+12053546173",
    "to": "+12095422197",
    "interaction_id": "VgKcwkLoTPy80OyNcUo2Yg",
    "agent_name": "Admin3",
    "consumer_name": "+12053546173",
    "channel_type": "VIDEO",
    "evaluations": [
      {
        "evaluation_id": "aI9HM3ZsEScAa",
        "evaluation_type": "Automated",
        "evaluation_status_desc": "Completed",
        "session_id": "abc123def456",
        "score": 85,
        "total_score": 60,
        "score_rate": 0.855,
        "scoring_format": "points",
        "evaluator_id": "u_abc123xyz",
        "evaluator_name": "Sarah Johnson",
        "section_comments": [
          {
            "section_id": "sec_001",
            "section_name": "Opening & Greeting",
            "comment_text": "Excellent rapport building and professional tone throughout the opening."
          }
        ],
        "question_comments": [
          {
            "question_id": "q_001",
            "question_title": "Did the agent properly identify themselves?",
            "comment_text": "Agent clearly stated their name and company at the beginning.",
            "comment_time": 15
          }
        ],
        "evaluation_name": "Customer Service Quality Scorecard"
      }
    ],
    "associated_ids": [
      "VgKcwkLoTPy80OyNcUo2Yg"
    ]
  },
  "screen_recording_status": "UNAVAILABLE",
  "engagement_id": "2R1t8QtiTsKIOIAV0-a7FQ",
  "silence_events": [
    {
      "start_time": "00:01:07.580",
      "end_time": "00:01:10.960"
    }
  ],
  "crosstalk_events": [
    {
      "start_time": "00:01:07.580",
      "end_time": "00:01:10.960"
    }
  ],
  "hold_events": [
    {
      "start_time": "00:01:07.580",
      "end_time": "00:01:10.960"
    }
  ],
  "direction": "inbound",
  "analysis": {
    "topics": [
      {
        "topic_name": "Customer Complaint",
        "type": "predefined"
      }
    ],
    "indicators": [
      {
        "indicator_name": "Hello"
      }
    ],
    "next_steps": [
      {
        "next_step": "Jasper: Contact the billing department to pay malpractice premium without policy number"
      }
    ],
    "good_questions": [
      {
        "good_question": "I'm really sorry to hear that. Could you please describe the issue you’re experiencing? We’d like to help resolve it as soon as possible."
      }
    ]
  }
}

Status: 401 **HTTP Status Code:** `401` <br> Unauthorized Unauthorized.

Status: 404 **HTTP Status Code:** `404` <br> Not Found Not found.

Status: 429 **HTTP Status Code:** `429` <br> Too Many Requests. For more information, see [rate limits](/docs/api/rate-limits/).