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.
Unable to find any call in the Search Calls page? Open Search Calls page to find that the first Tab listed in Quality Management is Sample_Calls. Learn more.
To find calls listed for a specific date or to retrieve all the calls, navigate to the Search Calls Page in Quality Management. Learn more here.
A user must either be an admin or super user that has the Call Recording privilege enabled at the account level in order to access Quality Management. The user will also need an X8 license assigned in Admin Console. Check that the application access toggle has been enabled by an admin in Quality Management.
Configuring QM/SA for 8x8 Work requires phone system administrators to identify and enable the QM/SA add-on license for each user you want to evaluate and transcribe. Additionally, primary administrators must prepare by setting required permissions for different user roles. These role permissions define the level of QM/SA access granted to users.