8x8 Quality Management and Speech Analytics 5.2 Release Notes

We have introduced the following enhancements and improvements in the 8x8 Quality Management and Speech Analytics 5.2 release:

Users, Groups, and Roles Automation Improvements

The following improvements apply to users, groups, and roles.

Enhanced Role Organization

For organizational purposes, one more layer of hierarchy was added at the top of the accordion of existing roles.

The new layer represents permissions specific to Quality Management and Speech Analytics packages and features:

• Voice Interactions: This layer contains all permissions that relate to voice interactions.
• Evaluations and Templates: This layer contains permissions for Quality Management subscribers.
• Sharing, Collaboration, and Commenting: This layer contains permissions that relate to the collaborative capabilities of the application.
• User Management: This layer contains permissions related to user settings.
• Screen Recording Management: This layer allows Screen Recording customers to handle authorizations based on the permissions available in the layer.
• Speech Analytics Views and Configuration: This layer allows Speech Analytics customers to restrict speech configuration using the permissions available in the layer.
• Reporting and Exporting: This layer contains permissions that control reports and report exporting.

Enhanced Field Descriptions and Permission Names

We have improved the descriptions for all fields and relations between users, groups, and roles. Permission names have also been changed to offer a better understanding of the effects permissions have when granted to a group.

New Description Tooltips

We have added description tooltips to better explain each permission. In cases where the name of the permission is still not comprehensive enough, you can click the information icon next to the desired permission for a complete description.

Streamlined Permission Assignments

Some permissions are now granted by default, and certain other permissions have been deprecated:

• Timeline permissions: If a user has permissions to search and play back interactions, the relevant timeline permissions are also granted by default.
• User profile permissions: Every user can manage their own profile preferences without needing special permissions.
• Tab permissions: If a user has permissions enabled for the Search Interactions and Search Evaluation pages, they can create, edit, and delete tabs in these specific pages without needing special permissions.
• Column permissions: Every user can add and reorder columns without needing special permissions.
• API consumer permissions: If a user has access to the API Consumers page in Settings, they can create, edit, and delete API consumers.
• Screen recording profile permissions: If a user has access to the Screen Recording Profile page in Settings, they can create, edit, and delete screen recording profiles.
• Report permissions: If a user has the Manage Report Options permission granted and also has access to view the Reports page, they can perform any action on reports.
• Dashboard permissions: If a user has the View Assigned Dashboards permission enabled, they can manage their dashboards.
• Whitelist permissions: The whitelist page and its corresponding permissions have been deprecated.

Reorganized Permissions

Some permissions were merged with other similar permissions for an improved setup experience.

Ability to Email Evaluations to Agents

Once an evaluator finishes the evaluation process, they have the ability to automatically email an evaluation result and summary to the relevant agent. When the evaluator saves a finished evaluation, they are prompted to email the agent with access to the evaluation.

Users can choose to email the evaluation summary at any time, rather than immediately after finishing the evaluation.

The email summary contains important interaction and evaluation information:

• Score
• Met/Not Met goal
• Points Achieved/Points Possible
• Agent ID
• Group
• Supervisor
• Evaluation Date
• Interaction Date
• Call Duration

To access the option to email an evaluated agent outside of the evaluation view, right-click an evaluation row in the Search Evaluations page. You can also access the option to email an agent from within the slide-out panel’s Evaluation section. The option to email an agent is only visible if the evaluation was not already emailed.

Support for Custom Fields in Reports

You can now use custom fields as dimensions in reports. Select and customize the fields you want to use in reports by adding them in the Reporting Settings page.

If the field is renamed by a user, the new name will be used as a report dimension.

Users can group by the custom fields in any order, and use them for reporting as with other available fields in all reports (with the exception of the Evaluation Summary Report).

Ability to Export to Email

When you click the icon to export on search calls, search evaluations, and reports, you are notified that the report will be emailed to you (and other users, if desired). The report is sent as soon as it is ready.

In addition, users can customize the email sent with a message.

An email is sent to the recipients, along with the time the report was requested. Users can open the report or download it to their computer.