---
title: "Quality Management and Speech Analytics 5.10 Release Notes"
slug: "quality-management-and-speech-analytics-5-10-release-notes"
updated: 2026-07-23T10:07:04Z
published: 2026-07-23T10:07:04Z
canonical: "help.8x8.com/quality-management-and-speech-analytics-5-10-release-notes"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Quality Management and Speech Analytics 5.10 Release Notes

We have introduced the following enhancements to 8x8 Quality Management users in this release:

- [Ability to access a Customer Experience journey map from Quality Management and Speech Analytics](/documentation/docs/quality-management-and-speech-analytics-5-10-release-notes#ability-to-access-a-customer-experience-journey-map-from-quality-management-and-speech-analytics)
- [Ability to view post call surveys in Quality Management and Speech Analytics](/documentation/docs/quality-management-and-speech-analytics-5-10-release-notes#ability-to-view-post-call-surveys-in-quality-management-and-speech-analytics)
- [Improved storage policy](/documentation/docs/quality-management-and-speech-analytics-5-10-release-notes#improved-storage-policy)
- [Screen Recorder app compatibility with macOS® Big Sur](/documentation/docs/quality-management-and-speech-analytics-5-10-release-notes#screen-recorder-app-compatibility-with-macos®-big-sur)

## Limitations of QM/SA for 8x8 Work (Conversation IQ)

Support for 8x8 Work users in the Quality Management and Speech Analytics application was introduced in the QM/SA [5.11 release](/documentation/docs/quality-management-and-speech-analytics-for-8x8-work-5-11-release-notes). The following features are not yet supported 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

## Ability to access a Customer Experience journey map from Quality Management and Speech Analytics

**8x8 Contact Center** users can now access the Customer Experience app from **Quality Management and Speech Analytics** (**QM/SA**) and vice versa. In **QM/SA**, **8x8 Contact Center** users can access a Customer Experience journey map using links added within the **Search Interactions** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/search-interaction-icon_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and **Search Evaluations** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/search-evaluations-icon_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) pages.

**To access the call journey map:**

1. Go to [https://sso.8x8.com/v2/login](https://sso.8x8.com/v2/login).
2. Enter your user credentials and click **Login**.
3. On the **8x8 Application Panel**, click **Quality Management and Speech Analytics**.
4. From the side menu panel:
  1. Click **Search Interactions** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/search-interaction-icon_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and:
    - Right-click an interaction and select **View Journey Map**.
    - Click an interaction to open the **Interaction Details** panel, then go to **Journey map** and click **View map**.
    - Click an interaction to open the **Interaction Details** panel, then click the **Actions menu** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/more-icon_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and select **View Journey Map**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/interaction-details-view-journey-map.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D)
    - Click an interaction to open the **Interaction Details** panel. Click the **Actions menu** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/more-icon_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and select **Evaluate interaction**. On the **New evaluations** page, go to **Journey map** and click **View map**.
  2. Click **Search Evaluations** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/search-evaluations-icon_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and:
    - Right-click an evaluation and select **View Journey Map**.
    - Click an evaluation to open the **Interaction Details** panel, then go to **Journey map** and click **View map**.
    - Click an evaluation to open the **Interaction Details** panel, then click the **Actions menu**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/more-icon_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and select **View Journey Map**.
    - Click an evaluation to open the **Interaction Details** panel. Click the **Actions menu** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/more-icon_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) and select **Edit evaluation**. On the **Edit evaluation** page, go to **Journey map** and click **View map**.
  3. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/edit-evaluation-view-map.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D)

A map of the call journey from the time the call entered the contact center until the time the call ended displays in a new tab.

Let’s say you are a supervisor and you listened to a call interaction where the caller complained about the waiting time before the call was retrieved by an agent. You can now access the Call Experience app from **QM/SA** to view the exact call journey map and make the necessary adjustments to improve customer experience.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/view-journey-map.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D)

## Ability to view post call surveys in Quality Management and Speech Analytics

QM/SA users can now access the transcriptions and/or voice comments of post calls surveys. [Post call surveys](/documentation/docs/post-call-survey-overview) provide valuable feedback about the quality of service offered by the company. Users must be assigned role permissions to view or listen to call surveys.

**To assign users the role permissions to access post calls surveys:**

1. Log into **QM/SA**.
2. Go to **Settings > Roles**.
3. Select the role you want to assign this permission to; from the **Authorization options** section click **Permissions > Interactions > Post Call Surveys** and tick the check box for **View Post Call Survey Responses**.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/post-call-surveys-permissions.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D)

Let’s say your Contact Center experiences a high-volume of calls during the sales season. To ensure the customers are offered high quality services during this period, the company is using a post call survey to gather feedback from the callers. When feedback is received from the customer, the survey is linked to the interaction.

**To access the transcription of a post call survey:**

1. Log into **QM/SA**.
2. Click **Search Interactions** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/search-interaction-icon_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D).
3. From the filter and search bar, select the **Has Post Call Survey > Yes** filter.
4. Click **Search**.
5. Click an interaction to open the **Interaction Details** panel.
6. From the panel, click the **Post call survey** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/post-call-survey-icon_14x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D) icon to view the transcript or to play the voice comments.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/access-post-call-surveys.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A27Z&se=2026-11-03T22%3A13%3A27Z&sr=c&sp=r&sig=PkLkxPjUPS%2Fg0BHeiU0eiDRMC7SlHPfwkprG%2F%2FN7l8Q%3D)

## Improved storage policy

8x8, Inc. has improved its [storage policy](/documentation/docs/about-8x8-storage-and-retrieval) for recordings for all 8x8 Contact Center and 8x8 Work users. After switching to a new storage policy, users will benefit from a 90 day [hot storage](/documentation/docs/storage-types#hot-storage) grace period. During these 90 days, all recordings available before the migration can be accessed and evaluated. If during this 90 day hot storage grace period users choose to purchase a new call storage add-on license, all recordings—new or migrated to hot storage—will be assigned to the new call storage purchased.

## Screen Recorder app compatibility with macOS® Big Sur

The Screen Recorder app is now compatible with the macOS® Big Sur operating system released in Nov. 2020. Users with this operating system can successfully download and use the application.