Quality Management and Speech Analytics 5.13 Release Notes

In this release of 8x8 Quality Management and Speech Analytics (QM/SA), we are introducing the following enhancements:

Limitations of QM/SA for 8x8 Work (Conversation IQ)

Support for 8x8 Work users in the Quality Management and Speech Analytics application was introduced in the QM/SA 5.11 release. The following features are not yet supported for 8x8 Work (Conversation IQ):

  • Live monitoring
  • Voicemail transcription
  • Meetings transcription
  • Transcription for queues or ring groups
  • Call transfer across 8x8 Work and 8x8 Contact Center
  • Interlinked transferred interaction

Support for Email interactions in Contact Centers

Quality Management and Speech Analytics now offers support for all Digital Channels, including email. QM/SA users can filter, view, evaluate, and perform speech and text analytics on inbound email interactions with a few simple clicks.

From the Search Interactions page, you can use the following filters to search for email interactions:

  • Interaction source > is > Messages
  • Interaction type > is > Email

Email interactions are indicated by the email icon in the INTERACTION TYPE column.

To filter email interactions:

  1. Log in to the 8x8 Quality Management and Speech Analytics application.
  2. Click Search Interactions .
  3. Select a date range for the interactions.
  4. From the filter and search bar, select the Interaction type > is > Email filter.
  5. Click Finish to close this filter group.
  6. Click Search.
  7. From the results list, select an email interaction to view the messages.

Note: Email interactions are indicated by the email icon in the INTERACTION TYPE column.

How are email interactions displayed in Quality Management and Speech Analytics?

In QM/SA, each customer email with an agent reply is listed as a separate interaction. If multiple replies are received on the same thread, all replies—from the same agent or from other agents that replied to the same thread—will be displayed separately in QM/SA. Because each customer-agent interaction is displayed separately, supervisors can easily evaluate each interaction. Click on an email interaction to open the information window which includes:

  • Messages
  • Notes
  • Interaction Details
  • Thread of email interactions
  • Evaluations

Configure the Interaction Details displayed for emails

As an admin, you can select the information to be displayed in the Interaction Details section for emails and messages.

To configure the info displayed in the Interaction Details :

  1. In the 8x8 Quality Management and Speech Analytics application, click Settings .
  2. Go to APPLICATION > Information Display > Interactions > Interaction Details Section > Messages.
  3. Some information is listed by default. From the DISPLAY column you can select:
    • Always show - the info is always displayed.
    • Hide if empty - the info is not displayed if no data is available.
    • Click X next to the field to remove the info from the list.

To add more info to the list, click Add at the top of the Interaction Details Section, select the desired items from the drop-down list, then click OK.

Note: Drag and drop the items to arrange them in a certain order.

Ability to evaluate email interactions

As a supervisor, you can access email interactions and evaluate agents based on their replies to customers.

Important: The QA Template used for email evaluations must have Messages selected in the Template Type section.

For more information regarding evaluating an email interaction, refer to Evaluate a customer interaction and prompt for coaching.

Ability to perform speech and text analytics for Contact Center emails

To discover content trends based topic matching performed on email interactions, you must first set up a topic category in Content Analytics Center . Topic matching for emails is performed on the following channels:

  • Agent Messages - Contact center: Channel dedicated to agent messages.
  • Client Messages - Contact center: Channel dedicated to client messages.

Note: Users can only access the Content Analytics Center page if they are assigned a role with Speech Analytics permissions granted.

Topic matching is performed on the email message as well as the email subject. By default, viewing matched phrases on email interactions is disabled. To view matched phrases on emails, open an email interaction, and toggle on View emails with topics matched from the Messages section.

To create a topic category for email interactions in Content Analytics Center :

  1. In the 8x8 Quality Management and Speech Analytics application, click Content Analytics Center from the navigation menu.
  2. On the top right-hand side of the page, click New, and from the drop-down list select Topic category.
  3. In the first field, enter the name for the category.
  4. From the Default topic channel field, select:
    • Agent Messages - Contact center
      And/Or
    • Client Messages - Contact center
  1. Click Save.

To create a topic within a topic category:

  1. In the 8x8 Quality Management and Speech Analytics application, click Content Analytics Center from the navigation menu.
  2. On the top right-hand side of the page, click New, and from the drop-down list select Topic.
  3. Add a relevant topic name.
  4. From the Topic category drop-down list, select the name of a category you previously created. The Channel field populates with the channels selected for the topic category.

Note: You can add/remove channels from the Channel drop-down list.

  1. Click or Add phrase to add a phrase relevant for topic matching such as return, price, charge, invoice, etc.
  2. Click to confirm adding the phrase to the topic.
  3. From the Assign language drop-down list, select the language used for the transcription.
  4. Click Save. The map refreshes.
  5. Click Reclassify on the banner that displays to automatically reclassify the interactions available in the system. You can also manually classify each interaction from the Search Interactions page.

  6. When prompted, select an interval to reclassify the interactions. Only interactions received up to the selected date will be reclassified.

Note: The maximum period for interactions that can be reclassified is 60 days.

Ability to preview and download images included in emails

You can now preview images included in emails. This functionality allows you to click an image to preview it before selecting to download it locally. Furthermore, to protect your privacy, the system requests your confirmation to reveal the images you want to preview.

Chat attachments available for Contact Center web chats

Let’s say an agent under your supervision requested advice following a Webchat conversation with a customer. The customer attached an extended warranty and wanted to know if it applies to the product they purchased. You can now easily find interactions with attachments using filters.

To filter Webchat interactions with attachments:

  1. In the 8x8 Quality Management and Speech Analytics application, click Search Interactions .
  2. From the filter and search bar, add the following filters:
    1. Interaction type > is > Webchat > Finish
    2. Has attachments on messages > Yes

Note: You can also select a date range and/or add additional filters to further narrow down the search results.

  1. Click Search.

New filter available on redirect from external CRM to Quality Management and Speech Analytics

Let’s say as a supervisor, you want to open a specific interaction in QM/SA, from an external app or CRM. Because different IDs might be used in other apps and CRMs, when you are redirected to an interaction in QM/SA, the system creates a combined filter to ensure all interactions available on different platforms with that ID are listed in the search result. The combined filters used are:

  • Interaction ID: A new filter which represents the ID of an interaction from the local CRM or the external CRM.
  • Interaction GUID: Represents the GUID of the interactions that were not transferred.
  • Original GUID: Represents the GUID of the interactions with transfers.

Ability to open interactions on other PBXs/tenants in a new tab

Let’s say Nancy, a Contact Center supervisor, works for a company with multiple contact centers across several states in the US, and has access to multiple PBXs/tenants. When her shift starts, Nancy logs in to the first PBXClosedPrivate Branch Exchange—a private telephone network used within a company./tenant. After logging in, she receives a list with interactions across different PBXs/tenants, to evaluate and assign coaching. Nancy can now open each interaction by copying and pasting the interaction link in a new browser tab. The system will display a notification when automatically switching to the new PBX/tenant, before loading the interaction.

Note: You can only view data for the PBXs/tenants you are given access to.