8x8 Quality Management and Speech Analytics 5.9.3 Release Notes

We have introduced the following major enhancement to 8x8 Quality Management users in this release:

8x8 Contact Center voicemail integration

With 8x8 Contact Center voicemail integration, 8x8 Contact Center supervisors can now holistically track and measure agent performance across voicemail channels offered by 8x8 Contact Center, thereby reducing the manual work needed to get this insight today. This enhancement allows an evaluator to listen to queued voicemail interactions handled by 8x8 Contact Center agents, access transcriptions, and notify agent supervisors if agents require coaching. Let’s say a customer has left frustrating comments in a voicemail about the lack of response from the agent, the interactions can be flagged for further agent training. Coaching feedback can be documented and tracked within the Quality Management application. Tracking coaching feedback ensures that feedback is documented and that the agent is coached within a reasonable time frame.


  • Evaluate agents and report on their performance within the app for all 8x8 Contact Center voicemail interactions
  • Access voicemail transcriptions
  • Combine the agent performance data from evaluations on voice media with the data from evaluations on chat media to create a more holistic view of how the agent is performing overall within the contact center
  • Discover content trends between voicemail and phone interactions
  • Discover coaching opportunities across voicemail interactions
  • View the voicemail interactions in QM/SA
  • Evaluate voicemail interactions and report on the evaluations.

Coaching feedback workflow steps

These steps provide an end-to-end workflow from setting up coaching preferences to tracking coaching comments in an evaluation report.

To learn how to set up coaching preferences, create a template, evaluate a voicemail interaction, and communicate the coaching feedback with agents and their supervisors, check out the detailed instructions for Coaching feedback workflow for voice interactions.