Screen Recording services have the ability to capture agents' desktop screens. Click here to download the Screen Recorder Client for Mac and Windows.
Learn how to prepare your network and agent workstations to operate with your 8x8 Quality Management and 8x8 Speech Analytics application from the guide here.
Quality Management allows you to search for inbound or outbound calls. Learn how to search calls for calls in Quality Management from the steps listed here.
To determine if a user is allowed to see calls and users belonging to a group, first identify the groups that the end user is assigned to. Learn more here.
To add missing words from the dictionary to Speech Analytics, log into Speech Analytics and add a new Topic or Topic Category. Learn more from the steps here.
Call recordings can take several hours to populate.
The Quality Management and Speech Analytics (QM/SA) application offers support for 8x8 Work users in addition to 8x8 Contact Center. Quality Management and Speech Analytics add-ons for 8x8 Work are compatible with all X series licenses.
View quality score trends using a report in 8x8 Quality Management & Speech Analytics.
Learn how to generate an Average Quality Score report in Quality Management.
While attempting to monitor agents within the Quality Management tool you receive an error message that reads, "You could be watching this agent`s screen."
Install the Quality Management screen recorder.