Link quick replies to Quality Management and Speech Analytics

The Quick Replies feature allows 8x8 Contact Center admins to link quick replies to Quality Management and Speech Analytics (QM/SA) by creating quick replies as topics in Speech Analytics (SA).

Benefits:

Linking quick replies to QM/SA can be beneficial for customers in multiple ways. Customers can:

• Create topics in Speech Analytics that act as quick replies.

• Monitor quick replies they use most frequently.

• Use this information to identify areas to invest in for Intelligent Customer Assistant) ICA projects.

To find how to do that, see Quick Replies for Webchat.