Quality Management Webhooks

OpenAPI Version: 3.1.1
API Version: 1.0.0

Servers

URL: https://{your-endpoint-url}

Operations

quality_management.interaction_analysis_completed

Method: POST
Path: quality_management.interaction_analysis_completed
Tags: Interactions

Zoom triggers this event after the Quality Management users interaction analysis is completed.

Prerequisites

A Pro or higher plan.
Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL
- The Quality Management interaction analysis completed subscription must be enabled under the Quality Management event.

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 Successfully received the webhook event.

quality_management.evaluation_completed

Method: POST
Path: quality_management.evaluation_completed
Tags: Interactions

Zoom triggers this event after the Quality Management user evaluation is completed.

Prerequisites

A Pro or higher plan.
Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL
- The Quality Management evaluation completed subscription must be enabled under the Quality Management event.

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 Successfully received the webhook event.

Schemas

Quality_management.interaction_analysis_completedEvent

Type:object

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
      }
    }
  }
}

Quality_management.evaluation_completedEvent

Type:object

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"
    }
  }
}