Quality Management and Speech Analytics 5.10 Release Notes

We have introduced the following enhancements to 8x8 Quality Management users in this release:

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

Ability to access a Customer Experience journey map from Quality Management and Speech Analytics

8x8 Contact Center users can now access the Customer Experience app from Quality Management and Speech Analytics (QM/SA) and vice versa. In QM/SA, 8x8 Contact Center users can access a Customer Experience journey map using links added within the Search Interactions and Search Evaluations pages.

To access the call journey map:

  1. Go to https://sso.8x8.com/v2/login.
  2. Enter your user credentials and click Login.
  3. On the 8x8 Application Panel, click Quality Management and Speech Analytics.
  4. From the side menu panel:

  1. Click Search Interactions and:

    • Right-click an interaction and select View Journey Map.
    • Click an interaction to open the Interaction Details panel, then go to Journey map and click View map.
    • Click an interaction to open the Interaction Details panel, then click the Actions menu and select View Journey Map.

    • Click an interaction to open the Interaction Details panel. Click the Actions menu and select Evaluate interaction. On the New evaluations page, go to Journey map and click View map.

  1. Click Search Evaluations and:

    • Right-click an evaluation and select View Journey Map.
    • Click an evaluation to open the Interaction Details panel, then go to Journey map and click View map.
    • Click an evaluation to open the Interaction Details panel, then click the Actions menu and select View Journey Map.
    • Click an evaluation to open the Interaction Details panel. Click the Actions menu and select Edit evaluation. On the Edit evaluation page, go to Journey map and click View map.

A map of the call journey from the time the call entered the contact center until the time the call ended displays in a new tab.

Let’s say you are a supervisor and you listened to a call interaction where the caller complained about the waiting time before the call was retrieved by an agent. You can now access the Call Experience app from QM/SA to view the exact call journey map and make the necessary adjustments to improve customer experience.

Ability to view post call surveys in Quality Management and Speech Analytics

QM/SA users can now access the transcriptions and/or voice comments of post calls surveys. Post call surveys provide valuable feedback about the quality of service offered by the company. Users must be assigned role permissions to view or listen to call surveys.

To assign users the role permissions to access post calls surveys:

  1. Log into QM/SA.
  2. Go to Settings > Roles.
  3. Select the role you want to assign this permission to; from the Authorization options section click Permissions > Interactions > Post Call Surveys and tick the check box for View Post Call Survey Responses.

Let’s say your Contact Center experiences a high-volume of calls during the sales season. To ensure the customers are offered high quality services during this period, the company is using a post call survey to gather feedback from the callers. When feedback is received from the customer, the survey is linked to the interaction.

To access the transcription of a post call survey:

  1. Log into QM/SA.
  2. Click Search Interactions .
  3. From the filter and search bar, select the Has Post Call Survey > Yes filter.
  4. Click Search.
  5. Click an interaction to open the Interaction Details panel.
  6. From the panel, click the Post call survey icon to view the transcript or to play the voice comments.

Improved storage policy

8x8, Inc. has improved its storage policy for recordings for all 8x8 Contact Center and 8x8 Work users. After switching to a new storage policy, users will benefit from a 90 day hot storage grace period. During these 90 days, all recordings available before the migration can be accessed and evaluated. If during this 90 day hot storage grace period users choose to purchase a new call storage add-on license, all recordings—new or migrated to hot storage—will be assigned to the new call storage purchased.

Screen Recorder app compatibility with macOS® Big Sur

The Screen Recorder app is now compatible with the macOS® Big Sur operating system released in Nov. 2020. Users with this operating system can successfully download and use the application.