We have introduced the following enhancements and improvements in the 8x8 Quality Management and Speech Analytics 5.2 release:
Users, Groups, and Roles Automation Improvements
The following improvements apply to users, groups, and roles.
Enhanced Role Organization
For organizational purposes, one more layer of hierarchy was added at the top of the accordion of existing roles.
The new layer represents permissions specific to Quality Management and Speech Analytics packages and features:
Voice Interactions: This layer contains all permissions that relate to voice interactions.
Evaluations and Templates: This layer contains permissions for Quality Management subscribers.
Sharing, Collaboration, and Commenting: This layer contains permissions that relate to the collaborative capabilities of the application.
User Management: This layer contains permissions related to user settings.
Screen Recording Management: This layer allows Screen Recording customers to handle authorizations based on the permissions available in the layer.
Speech Analytics Views and Configuration: This layer allows Speech Analytics customers to restrict speech configuration using the permissions available in the layer.
Reporting and Exporting: This layer contains permissions that control reports and report exporting.
Enhanced Field Descriptions and Permission Names
We have improved the descriptions for all fields and relations between users, groups, and roles. Permission names have also been changed to offer a better understanding of the effects permissions have when granted to a group.
New Description Tooltips
We have added description tooltips to better explain each permission. In cases where the name of the permission is still not comprehensive enough, you can click the information icon next to the desired permission for a complete description.
Streamlined Permission Assignments
Some permissions are now granted by default, and certain other permissions have been deprecated:
Timeline permissions: If a user has permissions to search and play back interactions, the relevant timeline permissions are also granted by default.
User profile permissions: Every user can manage their own profile preferences without needing special permissions.
Tab permissions: If a user has permissions enabled for the Search Interactions and Search Evaluation pages, they can create, edit, and delete tabs in these specific pages without needing special permissions.
Column permissions: Every user can add and reorder columns without needing special permissions.
API consumer permissions: If a user has access to the API Consumers page in Settings, they can create, edit, and delete API consumers.
Screen recording profile permissions: If a user has access to the Screen Recording Profile page in Settings, they can create, edit, and delete screen recording profiles.
Report permissions: If a user has the Manage Report Options permission granted and also has access to view the Reports page, they can perform any action on reports.
Dashboard permissions: If a user has the View Assigned Dashboards permission enabled, they can manage their dashboards.
Whitelist permissions: The whitelist page and its corresponding permissions have been deprecated.
Reorganized Permissions
Some permissions were merged with other similar permissions for an improved setup experience.
Voice Interaction Permissions
The following permissions apply to voice interaction records:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For voice interaction records | Allow Record Deletion | Users can remove records from the system, but these records can be recovered. | Interaction: Delete |
Allow Irreversible Record Destruction | Users can remove records from the system, and these records cannot be recovered. | Interaction: Purge | |
Allow Interaction Snipping | Users can "snip" interactions, which allows them to copy certain interaction segments to a new record. | Interaction: Snip | |
Allow Interaction Downloads | Users can download voice and video interactions. | Interaction: Download | |
Allow User to Search and Play Interactions Created by the Same User | Users can play back their own interactions. | Interaction: Search | |
Allow Interaction Update | Users can edit interaction details. | Interaction: Update | |
For voice interaction custom data fields | Add Data to a Custom Editable Field | Users can add information to custom data fields. | Tags: Add |
Delete Data from a Custom Editable Field | Users can delete information from custom data fields. | Tags: Delete | |
Change an Existing Custom Data Field | Users can edit information in custom data fields. | Tags: Update |
Evaluation and Template Permissions
The following permissions apply to evaluations and templates:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For evaluation view | Create New Evaluations | Users can create new evaluations for any interaction they have access to. | Evaluation: Add |
Create Stand Alone Evaluation | Users can create stand-alone evaluations that are not associated with a voice interaction. | Evaluation: Add Other | |
Delete Existing Evaluations Created by Same User | Users can delete evaluations that they have created. | Evaluation: Delete | |
Delete Evaluations Created by Any User | Users can delete evaluations created by any user. | Evaluation: Delete All | |
View My Evaluations | Users can view evaluations that they have made. | Evaluation: Search | |
View Evaluations Created by Any User | Users can view evaluations created by any user. | Evaluation: Search All | |
Edit Evaluations Created by the Same User | Users can edit evaluations after saving them. | Evaluation: Update | |
Edit Evaluations Created by Any User | Users can edit evaluations created and saved by any user. | Evaluation: Update All | |
For evaluation template editor | Add a New Evaluation Template | Users can create new evaluation templates. | Template: Add |
Delete an Existing Evaluation Template | Users can delete evaluation templates. | Template: Delete | |
View All Evaluation Templates | Users can view existing evaluation templates. | Template: Search | |
Modify an Existing Evaluation Template | Users can change the editable fields available in existing evaluation templates. | Template: Update | |
For supervisor and agent dashboards | View Assigned Dashboards | Users and supervisors can view their assigned dashboards. | Dashboards: Search |
For goal management | Add New Evaluation Goals | Users can add new evaluation goals. | Goals: Add |
Delete Evaluation Goals | Users can delete evaluation goals. | Goals: Delete | |
View Evaluation Goals Page | Users can access the evaluation goals page only to view it. | Goals: Search | |
Modify Existing Goals | Users can edit existing goals. | Goals: Update |
Sharing, Collaboration, and Commenting Permissions
The following permissions apply to sharing, collaboration, and commenting:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For voice interaction sharing | Share a Voice Interaction | Users can publicly share voice interactions. | Share: Add |
Delete Existing Voice Interaction Share | Users can delete publicly shared voice interactions. | Share: Delete | |
View Share | Users can view publicly shared voice interactions. | Share: View | |
Update Share | Users can update publicly shared voice interactions. | Share: Update | |
For voice interaction notes | Add New Interaction Note | Users can add comments and notes to interactions. | Interaction Note: Add, Search |
Delete Notes Created by Same User | Users can delete comments that they have made. | Interaction Note: Delete | |
Delete Notes Created by Anyone | Users can delete notes created by any user; to do so, they must also be authorized to view these notes. | Interaction Note: Delete All | |
View Existing Notes Created by Anyone | Users can view notes created by users that they are authorized to see. | Interaction Note: View | |
For voice interaction labels | Add New Label to an Interaction | Users can create new labels and assign them to interactions. | Labels: Add |
Delete Any Label Assigned to an Interaction | Users can delete any label assigned to interactions. | Labels: Delete | |
Update Labels | Users can update any label assigned to interactions. | Labels: Update | |
For @mentions | @Mention any user to which the user is authorized to | Users can @mention any user for which they are authorized. | Mentions: Add |
For evaluation form comments | Create New Comments | Users can add comments to evaluations when comments are allowed by the template. | User Comments: Add |
Delete Existing Comments Created by Same User | Users can delete comments that they have created. | User Comments: Delete | |
Delete Comments Created by Any User | Users can delete comments created by any user. | User Comments: Delete All | |
View Comments Created by Any User | Users can view comments created by any user. | User Comments: Search All | |
Change Comments Created by the Same User | Users can edit their own comments after they have been saved. | User Comments: Update | |
Edit Comments Created by Any User | Users can edit any user's comments after they have been saved. | User Comments: Update All |
User Management Permissions
The following permissions apply to user management:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For users and agents | Add a New User or Agent | Users can create new user accounts. | User: Add |
Delete an Existing User or Agent | Users can change user information for users that they are authorized to delete. | User: Delete | |
View Users or Agents | Users can view all users that they are authorized to see in the system. | User: Delete | |
Change User Information and Settings | Users can edit user information for users that they are authorized to see. | User: Update | |
For user groups | Add a New Group | Users can create new groups. | Groups: Add |
Delete a Group | Users can delete groups for which they are authorized. | Groups: Delete | |
Change Groups | Users can edit groups for which they are authorized. | Groups: Update | |
View Groups | Users can view groups for which they are authorized. | Groups: View | |
For roles and permissions | Add New Roles | Users can create new roles. | Role: Add |
Delete Existing Roles | Users can delete existing roles. | Role: Delete | |
View Existing Roles | Users can view existing roles, as well as groups and templates for which they are authorized. | Role: Search | |
Modify Existing Roles | Users can edit existing roles. | Role: Update | |
View Authorized Groups | Users can view groups for which they are authorized. | Role: View Authorized Group | |
View Authorized Templates | Users can view templates for which they are authorized. | Role: View Authorized Template |
Screen Recording Management Permissions
The following permission applies to screen recording management:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For screen recording configuration | Manage screen recording profiles | Users can fully manage screen recording profiles. | Screen Recorder Profile: Add, Delete, Search, Update |
Speech Analytics View and Configuration Permissions
The following permissions apply to speech analytics view and configuration:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For speech category topic editor | Add a New Topic or Category | Users can create new categories, topics, or phrases. | Topics: Add |
Delete an Existing Topic or Category | Users can delete existing categories, topics, or phrases. | Topics: Delete | |
View All Topics and Categories | Users can access the speech center page. | Topics: Search | |
Change an Existing Topic or Category | Users can change existing categories, topics, or phrases. | Topics: Update |
Reporting and Exporting Permissions
The following permission applies to reporting and exporting:
Permission category | New permission | Function | Old permission |
|---|---|---|---|
For report management page | Manage Report Options | Users can modify reporting functions and fields. | Report: Add |
Ability to Email Evaluations to Agents
Once an evaluator finishes the evaluation process, they have the ability to automatically email an evaluation result and summary to the relevant agent. When the evaluator saves a finished evaluation, they are prompted to email the agent with access to the evaluation.
Users can choose to email the evaluation summary at any time, rather than immediately after finishing the evaluation.
The email summary contains important interaction and evaluation information:
Score
Met/Not Met goal
Points Achieved/Points Possible
Agent ID
Group
Supervisor
Evaluation Date
Interaction Date
Call Duration
To access the option to email an evaluated agent outside of the evaluation view, right-click an evaluation row in the Search Evaluations page. You can also access the option to email an agent from within the slide-out panel’s Evaluation section. The option to email an agent is only visible if the evaluation was not already emailed.
Support for Custom Fields in Reports
You can now use custom fields as dimensions in reports. Select and customize the fields you want to use in reports by adding them in the Reporting Settings page.
If the field is renamed by a user, the new name will be used as a report dimension.
Users can group by the custom fields in any order, and use them for reporting as with other available fields in all reports (with the exception of the Evaluation Summary Report).
Ability to Export to Email
When you click the icon to export on search calls, search evaluations, and reports, you are notified that the report will be emailed to you (and other users, if desired). The report is sent as soon as it is ready.
In addition, users can customize the email sent with a message.
An email is sent to the recipients, along with the time the report was requested. Users can open the report or download it to their computer.