# 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:**

```json
{
  "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:**

```json
{
  "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:**

```json
{
  "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:**

```json
{
  "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"
    }
  }
}
```