Configure Quality Management and Speech Analytics for 8x8 Work (Conversation IQ)

Configuring QM/SA for 8x8 Work, also known as Conversation IQ, requires phone system administrators to identify and enable QM/SA add-ons for the users you want to evaluate and transcribe. Additionally, primary administrators must prepare by setting required permissions for different user roles. These role permissions define the level of QM/SA access granted to users.

QM/SA provides the tools necessary to help businesses enhance customer communication experiences and maximize user efficiency.

To log into QM/SA:

  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.

To benefit from the full capabilities of QM/SA for 8x8 Work, the primary administrator must first:

The side navigation panel

  1. Dashboard: Access evaluation data, notes, and @mentions.
  2. Content Analytics Center: Access the interactive map generated from topic categories created by the customer.
  3. Search Interactions: Access all interactions for users with QM/SA add-ons enabled.
  4. Search Evaluations: Access all interactions that are evaluated or have unfinished evaluations.
  5. Reports: Access to generate data reports for Quality Management, and Content Analytics.
  6. Settings: Access user settings, quality assurance settings, service, and application settings Role permissions define the level of access within this page.

For the users to be evaluate and transcribed, the primary administrator must log into Admin Console to:

Enable Quality Management and Speech Analytics add-ons for specific users

Note: Users with QM/SA add-on licenses enabled are the users to be evaluated and transcribed in QM/SA.

After purchasing the QM/SA add-ons, as a primary administrator, you must manually enable the QM/SA add-on license for each user that you want to evaluate and transcribe.

To assign an add-on license to a user:

  1. Go to https://sso.8x8.com/v2/login.
  2. Enter your user credentials and click Login.
  3. On the 8x8 Application Panel, click Admin Console.
  4. From the Home page, select Users.

  5. From the list of users, search and select the user you want to assign a license to. Search results display.
  6. On the Edit page, from the side menu panel, click Services and permissions.
  7. Under Assign one or more services to user, toggle on Quality Management and Speech Analytics.

  8. Click Save.

Note: By default, Quality Management and Speech Analytics is turned off for all users.

Assign transcription policy to users

Primary administrators use 8x8 Admin Console to set policies for the calls they want to evaluate and transcribe.

Let’s say your company transcribes client interactions in multiple languages. To ensure each user interaction is transcribed in the correct language, you must manually set the transcription language for each user. Setting the correct language dialect ensures the transcription is accurate.

By default, all interactions are transcribed in the language selected by the customer.

Notes:

- Only one language can be assigned per user.

- Only users that are assigned an add-on license appear in editable fields on the Transcription policy page. Users without an add-on enabled are visible on the page but are disabled for editing.

- Transcriptions are not supported for queues or ring groups.

To assign transcription language to users:

  1. Log into Admin Console.
  2. From the Home page, click Transcription Policy.
  3. On the 8x8 Work panel, click Edit.
  4. From the 8x8 Work transcription policy page, select the check box for the users you want to set the language for.
  5. Click Set Language from the top of the page.
  6. In the Transcriber drop-down, select Standard.
  7. Under Language, select the language you want associated with these users.
  8. Click Save.

To unassign a transcription language from users:

  1. Log into Admin Console.
  2. From the Home page, click Transcription Policy.
  3. On the 8x8 Work panel, click Edit.
  4. From the 8x8 Work transcription policy page, select the check box for the users you want to unassign the language and transcriber for.
  5. Click Unassign from the top of the page.
  6. At the prompt, click Unassign and Save.

From the QM/SA app panel, the primary administrator must:

Manage user settings

To benefit from the full capabilities and functionality of QM/SA for 8x8 Work (Conversation IQ), as the primary administrator, you must set up the user settings from the Settings page. Once you’ve created the users, you must assign them to groups, and groups to roles. Role permissions define the level of access granted to users.

To access the QM/SA Settings page:

  1. Log into the 8x8 Application panel.
  2. Click Quality Management and Speech Analytics.
  3. From the side menu panel, click Settings .

Users

Users are individuals with an 8x8 Work account. The users with similar job functions must be assigned to groups. Users gain the permissions set for the group they are assigned to.

Groups

Groups are job functions that must be assigned to a role. Groups gain permissions from the roles they are assigned to. For more information about groups, click here.

Roles

Roles are created using a set of permissions to ensure each user assigned to a role can perform their tasks accordingly. Role permissions determine the level of access granted to users. By default, the system displays a set of roles with permissions that can be customized to match the needs of each customer. The default roles display in bold text and cannot be deleted.

Let’s say you want supervisors to be able to evaluate user performance based on their interactions. For supervisors to be able to evaluate interactions, you must access the Supervisor role settings and configure the correct permissions for it.

To set role permissions:

  1. Log into 8x8 Application panel.
  2. Click Quality Management and Speech Analytics.
  3. From the menu, click Settings .
  4. Click Roles.
  5. Under Role Name, select a predefined role or create a new one.
  6. Scroll down to Authorizing Options, click + for Permissions, and select the check boxes for the permissions you want to enable.
  7. Click Save.

Enable Application access for Quality Management and Speech Analytics users

Quality Management and Speech Analytics for 8x8 Work (Conversation IQ) is now based on a user-assigned license. When a customer purchases a Quality Management and Speech Analytics for 8x8 Work (Conversation IQ) license, the users are synced, based on their roles, to automatically receive QM/SA access. If you do not wish to grant QM/SA access to a specific user, administrators must manually disable the Application access for that user from the app’s Settings page.

Notes:
- By default, users with QM/SA add-ons enabled have Application access toggled on.
- By default, users with a Contact Center license, or users with both a Contact Center license and an 8x8 Work license have Application access toggled on.

To manually enable/disable QM/SA Application access:

  1. In the Quality Management and Speech Analytics application, click Settings .
  2. On the Users page, click on the user for which you want to enable/disable the Application access.
  3. On the side panel, scroll down to the Application settings section and enable/disable the toggle switch under Application access.
  4. Click Save.

Ensure accessibility to dashboard data

Dashboards are configured and assigned to users based on their roles. They are a useful tool to quickly access Quality Management data.

There are two types of dashboards:

  • Agent: Displays a graph of the user’s evaluation scores over a period, and @mentions. Agents can only view their own data.
  • Agent supervisor: Displays data for the users supervised by them.

Supervisors that have the correct role permissions assigned can view both dashboard types.

Let’s say you are a supervisor and you want to see how the users under your supervision performed this month. To view this data in the QM/SA app, go to Dashboard . From the drop-down lists located at the top of the page select This Month, and Agent Supervisor. The dashboard populates with the requested data.

To configure and assign a dashboard:

  1. From the Quality Management and Speech Analytics app, click Settings .
  2. Click Users.
  3. In the search bar, type the name of the user you want to assign a dashboard to.
  4. Click on the user to open the Info panel.
  5. Go to Main group and from the drop-down list select a group to assign the user to.
  6. Click Save.
  7. Click Groups.
  8. From the available groups, click the group you assigned to the user.
  9. From the group Info panel, go to Application settings > Dashboards, and from the drop-down list:
    • To assign a dashboard to a user: Select Agent.
    • To assign a dashboard to a supervisor: Select Agent Supervisor.
      1. Click Save.
      2. Click Users.
      3. In the search bar, type the name of the user you want to assign a supervisor to.
      4. Click on the user to open the Info panel.
      5. Go to Quality management settings > Agent supervisor, and from the drop-down list select the name of the supervisor you want to assign to the selected user.
  10. Click Save.

As a supervisor, you can now evaluate the user’s interactions and view the data on the dashboard for Agent supervisor.

Set up Content Analytics Center

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

The Content Analytics Center page, also known as Speech Analytics, displays an interactive map generated from topic categories created by the customer. Each category contains associated topics. Each topic contains interactions based on predefined topic phrases. The more interaction data is available for a category, the bigger the category displays on the map.

Click on a category on the map to view the number of interactions linked to the topics, to edit an interaction, or to open the interactions available. Double-click on a category on the map to display the topics included.

Let’s say you want all interactions regarding faulty products to be linked to a topic. You must first create a new category to match the topic if one is not yet available. Next, create a new topic labeled for example Faulty products, add the category and channel for the topic, and set the phrases — i.e product doesn’t work, product is broken — that will ensure the interactions link to the correct topic. Once the new topic is properly defined and saved, all future interactions that include the phrases defined for the topic will display in the Content Analytics Center map.

New dedicated channels for 8x8 Work recordings

Topic matching relies on phrases linked to predefined topics, or topics that system administrators create in Content Analytics Center . Based on the phrases defined in the Topic, call recordings that include these phrases are automatically classified.

Quality Management and Speech Analytics for 8x8 Work (Conversation IQ) users can now perform topic matching on the following channels:

  • User Audio - Work call: Channel dedicated to 8x8 Work user recordings.

  • Client Audio - Work call: Channel dedicated to 8x8 Work client recordings.

QM/SA for 8x8 Work (Conversation IQ) now supports speaker separation on call recordings so you can collect topic matching data from recordings for each 8x8 Work channel.

  1. In the 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:
    • User Audio - Work call

    And/Or

    • Client Audio - Work call

Note: You can create separate topic categories for user work calls, and client work calls.

  1. Click Save.
  1. In the 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.

  5. Click or Add phrase to add a phrase relevant for topic matching such as return, price, charge, invoice, etc.
  6. Click to confirm adding the phrase to the topic.
  7. From the Assign language drop-down list, select the language used for the transcription.
  8. Click Save. The map refreshes.
  9. 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.

  10. 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.

New speaker separation capability for recordings in Quality Management and Speech Analytics for 8x8 Work (Conversation IQ)

Note: Quality Management and Speech Analytics for 8x8 Work, also known as Conversation IQ, is currently in Beta.

Note: This feature is only available for Conversation IQ customers.

Quality Management and Speech Analytics for 8x8 Work (Conversation IQ) now supports call recording on separate channels for two speakers. This new feature helps perform topic matching on each channel to allow users to get useful data that drives improvement.

Let’s say Nancy, a supervisor for AcmeJets Inc., wants to improve customer satisfaction by providing quality training to 8x8 Work users. To achieve her goal, Nancy can create a separate topic for agent call recordings on 8x8 Work, and client audio recordings. With the channels assigned and the topic phrases set, Nancy can rely on topic matching to target problematic areas that require attention. 8x8 Work interactions can then be easily accessed from the Content Analytics Center map (after the topic is created), or the Search Interactions page.

  1. In the Quality Management and Speech Analytics application, click Search Interactions .
  2. From the filter and search bar, select Interaction source > is > Work call.
  3. Click Finish > Search.
  4. Select an interaction from the search results.
  5. Click Show Timeline.

Depending on the work interaction type, QM/SA uses the following labels for speaker separation:

  • Agent-to-Agent work calls
    • USER 1 AUDIO - WORK CALL - recording for agent 1.
    • USER 2 AUDIO - WORK CALL - recording for agent 2.
  • Agent - Client work calls
    • USER 1 AUDIO - WORK CALL - recording for agent 1.
    • CLIENT AUDIO - WORK CALL - recording for client.

Ability to filter 8x8 Work interactions based on topics by agent, or topics by client

QM/SA for 8x8 Work users can now filter interactions by topics based on the speaker.

Let’s say Melanie, a supervisor at AcmeJets Inc., has noticed a spike in sales-related calls. To understand the reason for the calls, and what steps can be taken to ensure customer satisfaction, Melanie can search interactions and filter out the calls based on the following criteria:

  • Topics by agent/user: Finds phrases grouped in a defined topic specific to the agent.
  • Topics by caller/client: Finds phrases grouped in a defined topic specific to the caller.

Melanie can then listen to client interactions to identify the reasons for the spike in calls; she can also listen and evaluate agent interactions, and offer coaching where necessary.

If you apply one of these filters on the Search Interactions page, the filter string may display as in the following example:

Topics by agent/user + is + <topic name>