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  • 1.  QM & Speech Analytics - Help!

    Posted 06-21-2022 14:04
    It might just be me but is anyone else a little overwhelmed with the amount of information and configurations for the QM & Speech Analytics area of 8x8 for a company that uses the contact center?

    The templates and all the pre-built configurations are great.  I'm just a little lost if I should re-design my own reports or just build off one of the pre-builts.

    There are some pretty good documentations on how to set things up but I'm not sure where to even start.

    I'd like to use this discussion thread to see what aspect of the QM & Speech Analytics you use on a daily basis and which report(s) have impacted your team the most in a positive way.

    So far, our favorite tool in the QM & Speech Analytics is listening to call recordings and the transcriptions it automatically captures.

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    Drew Vance
    IT Specialist
    Green Lawn Fertilizing | Green Pest Solutions
    1004 Saunders Lane
    West Chester, PA 19380
    M: (484) 261 -7674
    O: (610) 524 - 2175
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  • 2.  RE: QM & Speech Analytics - Help!

    This message was posted by a user wishing to remain anonymous
    Posted 07-06-2022 13:19
      |   view attached
    This message was posted by a user wishing to remain anonymous

    You might find the attached overview I wrote up useful.  There's also a KB article covering the interaction search filters here https://support.8x8.com/cloud-contact-center/contact-center-intelligence/quality-management/quality-management-how-to/Quality_Management_and_Speech_Analytics_Interaction_Filter_Overview .

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    Quality Management Reports Overview (1).pdf   469 KB 1 version
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