Quality Management and Speech Analytics for 8x8 Work 5.11 Release Notes
In this release, we have introduced the following enhancement to 8x8 Quality Management and Speech Analytics for 8x8 Work (Conversation IQ):
Quality Management and Speech Analytics support for 8x8 Work (Conversation IQ)
The Quality Management and Speech Analytics (QM/SA) application, now offers support for 8x8 Work users in addition to the existing support for 8x8 Contact Center. Also known as Conversation IQ, this feature allows organizations to enhance customer communication experiences and maximize user efficiency.
Note: Quality Management and Speech Analytics add-ons for 8x8 Work are compatible with all X series licenses.
Features
- Speech and text analytics for client interactions via 8x8 Work: Allows you to discover content trends and identify coaching opportunities based on recorded interactions.
- Quality management for 8x8 Work: Allows supervisors to evaluate users, discover coaching opportunities, and create reports based on user performance.
- Stereo call recording: Enables user-client calls to be recorded separately, on two different channels.
Limitations
The following features are not yet supported by QM/SA 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
Language support
This version of QM/SA for 8x8 Work (Conversation IQ) supports the following transcription policy languages:
- English (US, AU, CA, GB)
- French (CA)
- Spanish(US)
