We have introduced the following enhancements and improvements in the 8x8 Quality Management and Speech Analytics 5.0 release:
New Search Experience
Take advantage of our basic and advanced search capabilities at the same time! For details, please refer to our documentation on 8x8 Speech Analytics.
Previous versions of the RocketIQ software had filtering capabilities divided between basic and advanced filtering. Users preferred using the basic filters, considered more straightforward compared to the advanced filters. This release is intended to change this habit and ensure that customers can benefit from the full range of the comprehensive filtering options that the application supports.
New search exists on all application pages, including but not limited to:
Interactions Search
Evaluations Search
Settings
Reporting
Ability to Use Search Chips
The “Filter by” drop-down is replaced with a long search bar. Click inside the search bar to reveal filters. The “Saved filters” option is always displayed at the top. Users can choose a filter as they scroll through the list, or they can start typing the filter name to narrow down the number of results. Filters are shown in alphabetical order.
Ability to Use Empty Filters
Some users wanted the ability to create the "Agent Name is" filter, and leave it empty. This way, users could choose a different selection each day, but this ability was previously unavailable. In this release, you can use chips with your filters to customize a portion of your filter as needed; a dotted line under the filter indicates that the filter was saved as empty. For example, you can save a filter as "Agent Name is", and fill in the actual name you are looking for by using a search chip.
Improved Date Picker
In this release, you can select date ranges and predetermined search criteria (such as "Yesterday") much more quickly and easily.
Support for Filtering List Item Visibility Based on User Permissions
In previous versions, users could open filtering lists and see the names of other users who they were not authorized to see; despite the listed users being inaccessible, their visibility in filtering lists caused confusion. In this release, users only see filtering list items that they are authorized to see.
Support for Evaluation Visibility Based on User Permissions
Filtering lists for evaluations now take into account the permissions to see or use templates; if a user is not authorized for a template, they cannot see or use that template.
Improved Field Names and Descriptions
Many fields in the application were completely renamed. This was done to make field names more intuitive for users and, because filters are organized alphabetically, to group related items together.
The following fields have been renamed to enable users to better understand the purpose of the field, as well as better grouping of related fields in alphabetical lists. We've also include practical descriptions for each field, to help the user better identify the purpose of the field itself.
Former name | Current name |
|---|---|
Agent Speech | Spoken words by agent |
Agent Topics | Topic by agent |
Answer to question | Evaluation answer to question |
Answers | Evaluation answers |
Audio Size | File size (audio only) |
Calibrated Evalutation | Evaluation calibration |
Caller Id | Caller phone number |
Caller Speech | Spoken words by caller |
Caller Topics | Topic by caller |
Category | Topic category |
Clarity | Average agent clarity overall |
Comments | Evaluation comments |
Conference Occurrences | Conferences |
Dialed Number | Number dialed |
Direction | Interaction direction |
Duration | Interaction duration |
Evaluation Updated By | Evaluation modified by |
Extension | Extension number |
GUID | Interaction GUID |
Has Evaluations | Evaluations Exist |
Has Met Goal | Evaluation goal met |
Has Transcriptions | Is transcribed |
Hold Occurrences | Holds |
Media Size | File size (audio and video) |
Media Type | Interaction type |
More Than | Speech matched |
Mute Occurrences | Mute count |
Overall Emotion | Average emotion overall |
Overtalk | Average over-talk |
Parent UIID | UIID - Snipped parent |
Possible Points | Evaluation possible points |
Question | Evaluation question |
Random | Randomize search by |
Score | Evaluation overall score |
Shared | Is shared |
Snippets | Snippet source |
Speech | Spoken words |
State | Interaction status |
Supervisor | Agent supervisor |
Tag | Custom Field 26 |
Tag 01-15 | Custom Field 01-15 |
Template Name | Evaluation template name |
Time Spent | Evaluator time spent |
Total Points | Evaluation points earned |
Trainer | Agent trainer |
Transaction code [01-05] | VCC transaction code [1-5] |
Transfer Occurred | Transferred |
Unique Interaction ID | Unique Interaction ID (UIID) |
Video Size | File size (video only) |
Ability to Save Favorite Filters
Not only can you create multiple tabs within the application, but now you can also create saved filters! This allows users to keep a list of favorites which are kept private for them. Simply click the white star at the end of the input to save a filter. Note that the star is only active when there are one or more chips in the input. If a filter has been successfully saved, the star icon turns yellow.
Ability to Share Your Favorite Filters
Not only can you save your favorite filters, you can now share them as well! By sharing a favorite query, you have the capability to collaborate with colleagues in an efficient and user-friendly way. When a user clicks the white star icon for a filter, the user is prompted to save the filter, and has the option to share it.
Note:
It's important to remember that if you share a filter, the system only displays user records that the filtering user is authorized to see; the results of the same filtered search may be different for you and a colleague with different permissions.
Enhanced Transcript Search
Searching for transcribed text now supports searching from the end of the interaction, rather than just the beginning; in this release, you can search spoken words from "X seconds/minutes" before the end of a call.
Speaker-Based Transcript Search
Users can now search for spoken words in a call transcript based on who was speaking at the time:
Either Party
Text related only to the agent
Text related only to the caller
Ability to Filter Interactions by Number of Phrases in a Topic
8x8 Speech Analytics now enables you to find whether more than one unique phrase was matched within a topic.
For example:
> 1 UNIQUE PHRASES FROM THE “CANCEL” TOPIC WERE NOT SAID
Ability to Filter Interactions by Number of Topics in a Phrase
8x8 Speech Analytics now enables you to find whether more than one unique topic was matched within a category.
For example:
> 1 TOPICS FROM THE “CUSTOMER SERVICE” CATEGORY WERE SAID
Ability to Filter Interactions by Number of Interaction Events
Users can now filter calls by the number of events that occurred in an interaction. This includes filtering by the number of times within an interaction that:
A caller was placed on Hold.
The Mute button was used.
A unique conference call was started.
Expanded Custom Fields
The "Tag" field was renamed to "Custom Field 26" while "Tag 01 - 15" is now named "Custom Field 01-15". In addition, we have added 10 new custom fields, which are assigned to "Custom Field 16-25".
Enhanced Excel Exporting on Average Quality Scores Report
When you export to Excel if the following report settings are in use or enabled:
Edit panel setting | Improvement |
|---|---|
Average Quality Score (Questions) | Excel export includes averaged total call duration per Subtotal Row and Grand Total Row. |
Col: Evaluation question | Each question response now includes a total, subtotal, and grand total. |
Subtotals and Grand Total | N/A is also considered for each question's response, total, subtotal, and grand total. |
Enhanced Excel Exporting on Evaluation Summary Report
When you export to Excel if the following report settings are in use or enabled:
Edit panel setting | Export outcome now includes |
|---|---|
Hide evaluations without comments is enabled. OR Hide questions without comments is enabled, resulting in all question comments being hidden. |
|
Hide evaluations without comments is disabled. OR Hide questions without comments is disabled, resulting in all question comments being shown. See the Note below for important information. | Includes the above columns and, for each question:
|
Note:
As a best practice, use filtering when running this report to find the information you need. If the report is run with a very broad filter (or no filter), the report can result in a very large Excel download, and impact the performance of your system overall. Use this feature with targeted filters to achieve the best result.
Ability to Link to Interaction Records by Formulating a URL
Advanced customers can formulate a URL with the GUID to integrate systems. We recommend that you contact your account representative for more details before using this capability.
For example:
https://vcc-qa2.8x8.com/QM/api/calls/redirect?guid=9ee6d213-6b25-4628-92a1-f22e4f72d64f-qualityrocket94001&clientId=rec_sa
Improved Ability to View Supervisor and Evaluator Information in Reports
Go to Settings > Reporting > Hide evaluator information to view the new following options under Export Outcome:
Hide "trainer" information on print and export
Hide "evaluator" information on print and export
Hide coaching hints on print and export
Hide Commenter Name on print and export
Hide Commenter Date/Time stamp on print and export
New Interaction Playback Message for Removed Interactions
If you try to play back a recorded interaction that has surpassed the defined retention policy, you now receive a more descriptive message that the retention time for that record has passed.
Improved Coaching Hints
Coaching hints now support a maximum of 4000 characters. In addition, the presentation of coaching hints has been improved in the Evaluation Editor and Template Editor pages.
Ability to Quickly Generate Calibration Reports in Quality Management
Now in the Interactions search page, when you right-click an interaction which was subject to a QA calibration, you see an option to generate a calibration report. This also appears in the Context menu in the slide-out section when reviewing that interaction. Additionally, this functionality exists on the Evaluations search page, when the evaluation is subject to calibration if more than one evaluator has evaluated the same interaction GUID. The report generates by default with No Date Range, GUID, and the Template name as the key fields for quick calibration comparisons.
Ability to View Call Evaluation Status in Quality Management
Users receive a message if an interaction has already been evaluated, asking them whether they want to start a calibration session for this interaction. The message notifies the user that "There is already an existing evaluation for this call using the selected template. Making a new evaluation will start a calibration process!"
Ability to View the Inactive Users Check Box for Goals
For Quality Management users, Goal Settings now include the ability to show inactive users.
New Timescales Added to the Topic Trending Report
Users can now trend speech topics by hour and day; the hours are limited to 48, and the days are limited to 14.
Ability to Export Details in Search Interactions and Search Evaluations Slide-Outs
The slide-out always provides a great deal of detail. In this release, users have the ability to export details in slide-outs on a per-interaction or per-evaluation basis. Simply right-click the row for the interaction or evaluation, and select "Export Details". 8x8 Speech Analytics users also find the full transcript of the interaction this way.
Support for Current-Month Data in All Trending Reports
Previously, users were unable to view information for a month in the report when the month was still in progress, and needed to use weeks instead. This has been improved so month-by-month comparisons are easier, even before the end of the current month.