We have introduced the following major enhancement to 8x8 Quality Management users in this release:
8x8 Contact Center voicemail integration
With 8x8 Contact Center voicemail integration, 8x8 Contact Center supervisors can now holistically track and measure agent performance across voicemail channels offered by 8x8 Contact Center, thereby reducing the manual work needed to get this insight today. This enhancement allows an evaluator to listen to queued voicemail interactions handled by 8x8 Contact Center agents, access transcriptions, and notify agent supervisors if agents require coaching. Let’s say a customer has left frustrating comments in a voicemail about the lack of response from the agent, the interactions can be flagged for further agent training. Coaching feedback can be documented and tracked within the Quality Management application. Tracking coaching feedback ensures that feedback is documented and that the agent is coached within a reasonable time frame.
Features
Evaluate agents and report on their performance within the app for all 8x8 Contact Center voicemail interactions
Access voicemail transcriptions
Combine the agent performance data from evaluations on voice media with the data from evaluations on chat media to create a more holistic view of how the agent is performing overall within the contact center
Discover content trends between voicemail and phone interactions
Discover coaching opportunities across voicemail interactions
View the voicemail interactions in QM/SA
Evaluate voicemail interactions and report on the evaluations.
Limitations of QM/SA for 8x8 Work (Conversation IQ)
The following features are not yet supported by QM/SA for 8x8 Work (Conversation IQ):
Live monitoring
Voicemail transcription
Meetings transcription
Transcription for queues or ring groups
Call transfer across 8x8 Work and 8x8 Contact Center
Interlinked transferred interaction
Coaching feedback workflow steps
These steps provide an end-to-end workflow from setting up coaching preferences to tracking coaching comments in an evaluation report.
Step1: Set up coaching preferences (Quality Management Administrator)
Evaluating interactions is an important part of your Quality Assurance program. Using QA templates created by you (or your supervisor/admin), you can identify where agents did well and where they need additional coaching. The QM administrator has permission to set coaching preferences in the template editor. When an evaluator selects this template for evaluating an interaction, these coaching preferences are applied.
Learn more about how to set up coaching preferences.
Step 2: Evaluate a voicemail interaction and prompt for coaching (Evaluator)
Evaluators review voicemail interactions based on an evaluation template, score the interaction, request supervisors to coach agents when needed based on evaluation templates. These templates are designed to ensure professional yet friendly interactions with customers.
Evaluating an interaction involves:
Selecting an interaction to evaluate
Selecting a template to use
Evaluating the interaction
Emailing the agent a copy of the evaluation
Step 3: Coach the agent and share coaching feedback with the agent (Supervisor)
When the evaluator requests coaching, the supervisor receives an email notifying that the agent who handled the interaction requires coaching input. The supervisor reviews the evaluation feedback and coaches the agent as necessary. Once the coaching is complete, the supervisor enters coaching comments into the evaluation template and optionally sends a notification to the agent to confirm the coaching actually occurred.
Step 4: Acknowledge the coaching received (Agent)
An agent may be notified via email when their interactions are evaluated. They can review the feedback and meet with the supervisor for further coaching.
To learn how to set up coaching preferences, create a template, evaluate a voicemail interaction, and communicate the coaching feedback with agents and their supervisors, check out the detailed instructions for Coaching feedback workflow for voice interactions.