8x8 Quality Management and Speech Analytics 5.6 Release Notes

We have introduced the following enhancements and improvements in the 8x8 Quality Management and Speech Analytics 5.6 release:

Draft Evaluations

When evaluating an interaction, an unfinished evaluation is auto-saved as a draft. An unfinished evaluation is considered any evaluation where there is at least one question left unanswered. You can access Draft evaluations from the:

  • Evaluation search page
  • Interaction slide-out, in the Evaluations section

Draft evaluations are not included in any of the Quality Management reports.

Audience

This release impacts the following audiences:

  • 8x8 Quality Management and Speech Analytics customers
  • 8x8 Contact Center customers
  • 8x8 Conversation IQ customers

How to find a draft evaluation

Evaluators, or any user with the permission to view evaluations can find a draft.

To find a draft:

  1. Navigate to the Evaluation search page.
  2. From there, search the filter Is draft and click Yes.

  3. Click Search. The evaluation list updates with only draft evaluations.

If the user has permission to view evaluations from other users, the list also displays those evaluations.

Additional ways to find a draft:

  • Browse the evaluation list to find drafts. Draft evaluations are marked with a Draft icon in the first column of the list.
  • View the Evaluations section in the Interaction slide-out. Access the slide-out by clicking on an interaction in the Interaction search page list.

If a draft evaluation exists for the interaction, it is listed under the Drafts table in the section. A user with appropriate permissions may edit and delete the draft.

Edit a draft evaluation

To edit a draft evaluation from the Evaluations search page:

  1. From the Evaluations search page, click Draft to open the evaluation.
  2. Navigate to the evaluation details section of the slide-out on the Evaluations search page and click Edit to open the evaluation.

To edit a draft evaluation from the Interactions Search page:

  1. From the Interactions search page, click Menu .

  2. Select Edit from the Evaluations section in the slide-out.

Note: When editing a draft evaluation, the template you use to score cannot be changed from what was saved previously. Therefore, if you need to change the template, you need to create a new evaluation.

Preview a Quality Assurance template

You can now preview a Quality Assurance template in the Editor before you save it thus allowing you to check the flow and spelling.

When you create a Quality Assurance template you can preview any template with at least one (1) section and one question added. The template does not need to be saved in order to preview it.

To preview the template’s flow:

  1. Click Preview. The Edit screen switches to Preview Mode. In Preview Mode, you can answer the questions, write comments, and test out the flow to determine any gaps or spelling mistakes. This is very useful if you have nested questions. No answers or comments are saved when in Preview Mode.
  2. To clear out the answers and comments in order to start over, click the Clear link at the top of the screen.
  3. To switch back to editing, click Edit at the top-right corner of the screen.

Multi-language transcription policies

With multi-language transcription policies, administrators in 8x8 Admin Console can set policies for which calls are transcribed and in what language those calls are transcribed. This lets you perform speech analytics on non-English phrases.

For example, if you have a Contact Center with queues in English and Spanish, and you can now transcribe the calls in the Spanish queue so your transcriptions are accurate to the language spoken on the call. This is a major benefit as your calls in non-English are transcribed correctly.

The administrator can set a policy at the agent or queue level, assign and unassign the transcriber and language individually or in bulk. Languages include: French (CA) , Spanish (US), and several flavors of English.

Access transcription policies

To access transcription policies:

  1. Go to https://login.8x8.com.
  2. Enter your user credentials and click Login.

  3. In the 8x8 Application Panel, select Admin Console. The Home page displays, with your Sign-in name and email address displayed at the top. Your company name is displayed in the top right corner.
     
  4. Select Transcription Policy.
  5. The Transcription policies Contact Center prompt displays. Click Edit.
  6. The Transcription policies page displays.

Assign a transcription policy to a queue or user

To assign a transcription policy to a queue or user:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. Select the queue or user you want to assign the transcriber and language to.
  3. Click the down-arrow under Transcriber column and select the transcriber.
  4. Click the down-arrow under the Language column and select a language.
  5. Click Save.

Assign a transcription policy to multiple queues or users

To assign a transcription policy to two or more queues or users:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. select two or more queues or users.
  3. Click Set Language. The Set language screen displays.
  4. In the Transcriber drop-down, select Standard or the agent's name.
  5. Under Language, select the language you want associated with this queue.
  6. Click Set. The Transcription policies screen displays and now shows the queue name and language.

Unassign a transcription policy from a queue or user

To unassign a transcription policy from a queue or user:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. Select the queue or user you want to unassign the transcriber and language from.
  3. Click the down-arrow under Transcriber column and select the transcriber. This also un-assigns the language.
  4. Click Save.

Unassign a transcription policy from multiple queues or users

To unassign a transcription policy from two or more queues or users:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. Select the queues or users you want to unassign.
  3. Click Unassign. A prompt displays asking you to confirm.
  4. Click Unassign, then click Save.

Writing phrases in multiple languages

Note: Multi-language transcription is currently only available to 8x8 Contact Center Analytics Speech Analytics customers on X Series.

After a transcription policy is configured, you can write phrases in multiple languages when you create or edit a topic in the Speech Center for X Series customers. By default, the language for phrases is whatever language is set at the tenant level.

Write in another language

To write a new phrase in another language:

  1. Click New.
  2. Enter the Topic Name, Topic category, and Channel.
  3. Click the Assign Language drop-down to select one of the supported languages. A counter is displayed next to the language in the drop-down to show how many phrases are already configured for that language.
  4. Click Add Phrases.
  5. Enter the phrase into the textbox and click the check mark icon.
  6. Click Save.

Filter topics by language

To filter the list of topics by a language:

  1. Click on the Language filter icon at the top of the category topics list.

  2. Select a language.

    Only the topics that have phrases in the selected language display. The graphic to the right of the topic list does not change.