Manage Speech Analytics licenses

Administrators can manage Speech Analytics features at the license level in the 8x8 Admin Console. This allows you to control which AI capabilities are available to users based on the licenses assigned to their accounts. Speech Analytics was previously known as Conversation IQ (CIQ).

Note: Speech Analytics was previously referred to as Conversation IQ (CIQ).

You can access this configuration in Transcription Policy > CIQ Configuration.

Overview

Speech Analytics features — previously known as Conversation IQ (CIQ) — can now be enabled individually instead of being bundled under a single license. This provides greater flexibility when configuring features across your organization.

This functionality is available for users assigned to 8x8 UC X Series licenses.

Available Speech Analytics features

You can enable the following features:

  • Summarization: Automatically generate summaries of conversations.
  • Action Items: Identify follow-up tasks and commitments.
  • Sentiment Analysis: Detect positive or negative sentiment during interactions.
  • Topics Matching: Identify conversations that match predefined topics

Important!
- Transcriptions must be enabled before any other Speech Analytics features can be activated.
- Feature availability depends on the assigned license.
- The legacy CIQ license is no longer available for new customers and will be retired after existing customer renewals.

Speech Analytics feature availability

Features

 Application
 

8x8 Work for Desktop/Web

 8x8 Supervisor Workspace — Interaction Retrieval UC Quality Management (QM) and UC Speech Analytics (SA) 8x8 Admin Console — Recording
Transcription
Summarization *
Action Items *
Sentiment Analysis *
Topics Matching ** ** * and **
Quality management

* The feature is anticipated in a future release, specifically in Q1 FY27.
** Customers whose license includes the topics feature will be able to view the top 5 topics.

Notes:
- UC Quality Management (QM) licenses are assigned by administrators on the User Profile page 8x8 Admin Console.
- Access to the UC Quality Management (QM) or UC Speech Analytics (SA) app is available only with the Topics or Quality Management (QM) licenses.
- In 8x8 Supervisor Workspace - Interaction Retrieval, the available features are designed for 8x8 Engage supervisors

Requirements

Ensure the following prerequisites are met:

  • You have administrator access to the 8x8 Admin Console.
  • Your organization has purchased Speech Analytics add-on licenses.
  • The Transcriptions feature is enabled before additional Speech Analytics features can be activated.

Open the CIQ Configuration page

  1. Go to Transcription Policy in the 8x8 Admin Console navigation menu.
  2. Open the CIQ Configuration tab.
  3. Choose a license from the Current license list.
  4. Scroll to load all users associated with the selected license.

Note: Users associated with the selected license appear as enabled. Users shown in grey belong to other licenses.

The Transcription and Speech Analytics Configuration page with the CIQ Configuration tab selected. The screen displays license selection, a searchable user list, and feature checkboxes for Transcriptions, AI Summarization, Action Items, and Sentiment Analysis

Enable Speech Analytics features

Note: Speech Analytics (CIQ) features depend on Transcriptions. Enable Transcriptions before enabling Speech Analytics (CIQ) features.

  1. Go to Transcription Policy > CIQ Configuration.
  2. Select a license from the Current license list.
  3. Scroll down the table to load all users.
  4. Locate the user in the table.
  5. Enable Transcriptions. All other Speech Analytics features become active.

  6. Select the features you want to enable:

    • Summarization

    • Action Items

    • Sentiment Analysis

    • Topics Matching

      • Note: To select all features for a user, check the box next to their name.

  7. Click Save.

A message appears showing the progress while the changes are saved.

Note: You must first enable the Transcriptions feature to enable additional Speech Analytics features.

Transcription & Speech Analytics Configuration page showing the CIQ Configuration tab with a list of users and checkboxes to enable Transcriptions and Action Items, for a specific user.

  1. Go to Transcription Policy > CIQ Configuration.
  2. Select a license from the Current license list.
  3. Scroll down the table to load all users.
  4. Locate the user in the table.
  5. Select multiple users in the table.
  6. Enable Transcriptions. All other Speech Analytics features become active.

  7. Select the desired Speech Analytics features.

    Note: To select all features for a user, check the box next to their name.

  8. Click Save.

Transcription Policy page showing bulk selection of users with checkboxes to enable features such as Transcriptions, Summarisation, Action Items, and Sentiment Analysis, with Save and Cancel options

  1. Go to Transcription Policy > CIQ Configuration.
  2. Select a license from the Current license list.
  3. Scroll down the table to load all users.
  4. In the table header, select the Transcriptions checkbox.

  5. Optionally select additional features from the column headers.

    Speech Analytics License (CIQ) table showing the Transcriptions column header checkbox used to enable transcriptions for all users

  6. Choose how to apply the changes if prompted:

    • Enable Transcriptions only for all users.

    Or

    • Enable Transcriptions and the select additional features for all users.

    Dialog explaining that Transcriptions must be enabled before additional Speech Analytics features can be activate.; Enable additional features such as Summarization, Action Items, Sentiment Analysis, or Topics Matching 

  7. Click Update changes, then Save.

Disable Speech Analytics features

  1. Locate the user in the table.
  2. Clear the checkbox for the feature you want to disable.
  3. Confirm the action, then click Save.

Note: To disable all features for a user, clear either Transcriptions, or the box next to their name.

Search for a user

Use the Search user users field in the upper-right corner of the table to quickly locate a specific user.

Notes and limitations

  • Only new customers can access the Speech Analytics (CIQ) Configuration tab.

  • The Conversation IQ (CIQ) license is no longer available for purchase by new customers:

    • Existing customers retain access until their next renewal.
    • At renewal, licenses transition to the new licensing model.

  • The Conversation IQ (CIQ) license will be retired after all existing customers complete the transition.

  • Customers with existing bundled Conversation IQ licenses continue to have access:

    • Renewals and expansions use the following licenses:

      • UC Speech Analytics (SA)
      • UC Quality Management (QM)
  • The number of Speech Analytics (SA) and Quality Management (QM) licenses can be configured independently and does not need to match the number of UC licenses.
  • For details on license transition and configuration, contact your account representative.

For advanced configuration scenarios, see Configure Quality Management and Speech Analytics for 8x8 Work.