Quality Management

• OpenAPI Version: 3.1.0
• API Version: 1.0.0

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.

Operations

POST quality_management.interaction_analysis_completed

• Method: POST
• Path: quality_management.interaction_analysis_completed
• Tags: quality_management

Request Body

Content-Type: application/json

• event (required)

  string — The name of the event.

• event_ts (required)

  integer, format: int64 — The timestamp at which the event occurred.

• payload (required)

  object

  • account_id (required)

    string — The account ID of the user who recorded the interaction.

  • object (required)

    object — Information about the interaction.

    • 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.

      • consumer_name

        string — The consumer name.

      • from

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

      • to

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

    • crosstalk_event_count

      integer — The count of crosstalk events.

    • direction

      string — The direction.

    • disposition

      string — The disposition.

    • duration

      integer — The interaction duration in seconds.

    • engagement_id

      string — The engagement ID.

    • hold_event_count

      integer — The count of hold events

    • primary_language

      string — The primary language.

    • queue_id

      string — The ID of the queue.

    • queue_name

      string — The name of the queue.

    • silence_event_count

      integer — The count of silence events

    • start_time

      string — The start time of the interaction.

    • summary

      object — The summary information.

      • engagement_score

        number — The engagement score.

      • evaluation_score

        number — The evaluation score.

      • sentiment_score

        number — The sentiment score.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "start_time": "",
      "duration": 1,
      "queue_id": "",
      "queue_name": "",
      "engagement_id": "",
      "direction": "",
      "disposition": "",
      "silence_event_count": 1,
      "crosstalk_event_count": 1,
      "hold_event_count": 1,
      "primary_language": "",
      "interaction_info": {
        "from": "",
        "to": "",
        "interaction_id": "",
        "agent_name": "",
        "consumer_name": "",
        "channel_type": "VIDEO",
        "associated_ids": [
          ""
        ]
      },
      "summary": {
        "evaluation_score": 1,
        "sentiment_score": 1,
        "engagement_score": 1
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

• event (required)

  string — The name of the event.

• event_ts (required)

  integer, format: int64 — The timestamp at which the event occurred.

• payload (required)

  object

  • account_id (required)

    string — The account ID of the user who recorded the interaction.

  • object (required)

    object — Information about the interaction.

    • 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.

      • consumer_name

        string — The consumer name.

      • from

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

      • to

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

    • crosstalk_event_count

      integer — The count of crosstalk events.

    • direction

      string — The direction.

    • disposition

      string — The disposition.

    • duration

      integer — The interaction duration in seconds.

    • engagement_id

      string — The engagement ID.

    • hold_event_count

      integer — The count of hold events

    • primary_language

      string — The primary language.

    • queue_id

      string — The ID of the queue.

    • queue_name

      string — The name of the queue.

    • silence_event_count

      integer — The count of silence events

    • start_time

      string — The start time of the interaction.

    • summary

      object — The summary information.

      • engagement_score

        number — The engagement score.

      • evaluation_score

        number — The evaluation score.

      • sentiment_score

        number — The sentiment score.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "start_time": "",
      "duration": 1,
      "queue_id": "",
      "queue_name": "",
      "engagement_id": "",
      "direction": "",
      "disposition": "",
      "silence_event_count": 1,
      "crosstalk_event_count": 1,
      "hold_event_count": 1,
      "primary_language": "",
      "interaction_info": {
        "from": "",
        "to": "",
        "interaction_id": "",
        "agent_name": "",
        "consumer_name": "",
        "channel_type": "VIDEO",
        "associated_ids": [
          ""
        ]
      },
      "summary": {
        "evaluation_score": 1,
        "sentiment_score": 1,
        "engagement_score": 1
      }
    }
  }
}

POST quality_management.evaluation_completed

• Method: POST
• Path: quality_management.evaluation_completed
• Tags: quality_management

Request Body

Content-Type: application/json

• event (required)

  string — The name of the event.

• event_ts (required)

  integer, format: int64 — The timestamp at which the event occurred.

• payload (required)

  object

  • account_id (required)

    string — The account ID of the user who recorded the interaction.

  • object (required)

    object — Information about the interaction.

    • evaluation_id (required)

      string — The evaluation's ID.

    • agent_info

      object — The agent information.

      • agent_user_id

        string — The agent's user ID.

      • display_name

        string — The agent's name.

    • agent_user_id

      string — The agent's ID.

    • evaluation_score

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

    • evaluation_score_ratio

      number — Score received by the agent, expressed as a ratio 0.00-1.00.

    • evaluation_type

      string, possible values: "MANUAL", "AUTOMATED" — Distinguish between automatic scoring and manual scoring.

    • evaluator_user_id

      string — The evaluator's ID.

    • evaluators_info

      array — The evaluators' information.

      Items:

      • display_name

        string — The evaluator's name.

      • evaluator_user_id

        string — The evaluator's ID.

    • interaction_id

      string — The interaction's ID.

    • scorecard_name

      string — The scorecard's name.

    • scoring_format

      string — The scoring format of the scorecard.

    • total_possible_score

      number — the maximum possible score for this evaluation

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "interaction_id": "",
      "agent_user_id": "",
      "evaluator_user_id": "",
      "evaluation_id": "",
      "agent_info": {
        "agent_user_id": "",
        "display_name": ""
      },
      "evaluators_info": [
        {
          "evaluator_user_id": "",
          "display_name": ""
        }
      ],
      "scorecard_name": "",
      "scoring_format": "",
      "total_possible_score": 1,
      "evaluation_score": 1,
      "evaluation_score_ratio": 1,
      "evaluation_type": "MANUAL"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

• event (required)

  string — The name of the event.

• event_ts (required)

  integer, format: int64 — The timestamp at which the event occurred.

• payload (required)

  object

  • account_id (required)

    string — The account ID of the user who recorded the interaction.

  • object (required)

    object — Information about the interaction.

    • evaluation_id (required)

      string — The evaluation's ID.

    • agent_info

      object — The agent information.

      • agent_user_id

        string — The agent's user ID.

      • display_name

        string — The agent's name.

    • agent_user_id

      string — The agent's ID.

    • evaluation_score

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

    • evaluation_score_ratio

      number — Score received by the agent, expressed as a ratio 0.00-1.00.

    • evaluation_type

      string, possible values: "MANUAL", "AUTOMATED" — Distinguish between automatic scoring and manual scoring.

    • evaluator_user_id

      string — The evaluator's ID.

    • evaluators_info

      array — The evaluators' information.

      Items:

      • display_name

        string — The evaluator's name.

      • evaluator_user_id

        string — The evaluator's ID.

    • interaction_id

      string — The interaction's ID.

    • scorecard_name

      string — The scorecard's name.

    • scoring_format

      string — The scoring format of the scorecard.

    • total_possible_score

      number — the maximum possible score for this evaluation

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "interaction_id": "",
      "agent_user_id": "",
      "evaluator_user_id": "",
      "evaluation_id": "",
      "agent_info": {
        "agent_user_id": "",
        "display_name": ""
      },
      "evaluators_info": [
        {
          "evaluator_user_id": "",
          "display_name": ""
        }
      ],
      "scorecard_name": "",
      "scoring_format": "",
      "total_possible_score": 1,
      "evaluation_score": 1,
      "evaluation_score_ratio": 1,
      "evaluation_type": "MANUAL"
    }
  }
}