The Quick Replies feature allows 8x8 Contact Center admins to link quick replies to Quality Management and Speech Analytics (QM/SA) by creating quick replies as topics in Speech Analytics (SA).
Benefits:
Linking quick replies to QM/SA can be beneficial for customers in multiple ways. Customers can:
Create topics in Speech Analytics that act as quick replies.
Monitor quick replies they use most frequently.
Use this information to identify areas to invest in for Intelligent Customer Assistant) ICA projects.
To find how to do that, see Quick Replies for Webchat.