Access 8x8 Quality Management and Speech Analytics tools

Note: You can only access interaction data for users who have the add-on subscription for QM/SA.

All interactions are available on the Search Interactions page. Use the available filters to search for an interaction, or apply multiple filters to create a custom filter that you can save for future use.

Let’s say you are a supervisor and you want to evaluate the voice interactions of one of the 8x8 Work users. You can easily search for interactions using filters. From the Search Interactions page, select the date for the interactions you want to view. From the Filter and search bar, select Interaction source > is > Generic voice to filter all voice interactions, then select Agent name > is to filter the user by name, and click Search. The search now displays the user’s generic voice interactions for the selected date.

To search for an interaction:

1. Log into 8x8 Application panel.
2. Click Quality Management & Speech Analytics.
3. From the menu, click Search Interactions .
4. In the Filter and search field, select the relevant filter, click Finish > Search > Save.

If you search for an interaction using the agent name and interaction source filters, the filter string is shown as in the following example:

Interaction source + is + Generic voice + Agent name + is + <user name>

Select an interaction to display the Interaction Details panel. Use the options available on the side menu, or select the More menu option to reveal more actions.

Note: The options available vary depending on the interaction type.

From the side menu options on the interactions details panel you can access:

1. Interaction details: Displays details such as interaction data, type, agent name, and much more.
2. Interaction snippets: Access the saved snippets from the interaction.
3. Speech and transcript: Access the transcription, and search the transcription for keywords of interest.
4. Evaluations: Access the evaluations available for the interaction. If the user has permission to view evaluations from other users, the list also displays those evaluations.
5. Notes: Access notes added during the evaluation, or delete existing notes.

From the More options menu on the interactions details panel you can:

1. Evaluate interaction: Select to evaluate the interaction using QA templates.
2. Classify interaction: Select to process the transcription and add the interaction to a topic in Content Analytics Center.
3. Export interaction details: Select to print the interaction details.
4. Download: Select to download the interaction. Voice interactions are downloaded as mp3 files.
5. Share: Select to generate a link that can be shared with other QM/SA users. The link displays interaction details, and allows the receiver to download a copy of the interaction.
6. Delete: Select to delete the interaction.

Evaluate phone interactions

Click on a phone interaction to listen and evaluate the call. At the bottom of the page, click Show Timeline and use the following features:

1. Play/pause: Use the play/pause icons to listen to the recording.
2. Events: Click to display available events in an interaction. While a call is recorded, the system reviews the interaction and sets event details such as emotions, and mute/unmute actions. Events make it easier for the user to identify sections of interest in an interaction.
   
   Let’s say you are evaluating a phone interaction, and you want to highlight the parts of the conversation that registered as positive. Click Events, and from the drop-down list, deselect all events except Emotion - Mostly Positive. If these events are available in the interaction, smiley face emoticons display on the timeline.
   
   
3. Go to Events: Click and select from the drop-down list the type of events you want to highlight on the timeline. Use the navigation arrows located next to the feature name to move from one event to the next.



4. Snip: Use the snip tool to cut a specific section of an interaction when you want to refer to that particular recording interval. Snippets are saved in the Search Interactions page and are identified using a snip icon. Snippets can be evaluated just like regular interactions.
   
   Let’s say you listened to an interaction where the agent told the user that he doesn’t know the answer to a question. Instead of referring to the entire interaction, use the snip tool to cut the exact part of the voice recording you are interested in. Evaluate the snippet, provide useful feedback to the agent, and request coaching to improve customer service.
5. Show Notes: Use to add a note to the desired timestamp of an interaction. Click on the timeline where you want to provide feedback, and add your comments in the Timestamp field that opens. Notes support @mentions, so use them to notify people and draw their attention to your comment.

All interactions that are evaluated display on the Search Evaluations page. Incomplete evaluations are identified with a draft icon and can be edited at any time. Use the available filters to search for an evaluation or an interaction. Filter queries can be saved for future use.

Let’s say you evaluated a phone interaction this month and you need to follow up with a comment. Instead of scrolling through all evaluations, you can combine search filters to easily find your evaluation.

1. From the Search Evaluation page, select Evaluated Date > This Month > OK.
2. In the Filter and search bar, select Evaluation modified by > is > <supervisor name> > Finish.
3. Next, refine your search filter by selecting Agent name > is > <agent’s name> > Search.

The interactions that match display on the page.

In this case, the combined filter string will look like in the following example:

Evaluation modified by + is + <supervisor name> + Agent name + is + <agent name>