Release Notes 3.19.0
These Release Notes contain supplemental information about Quality Management and related modules, version 3.19.0.
Topics include:

What's New for Quality Management 3.19.0

Bug Fixes

Configuration Notes

Documentation

Troubleshooting and Getting Help

What's New for Quality Management 3.19.0
The 3.19.0 Release Notes for Quality Management and its related modules offers information required to get started with the new features and enhancements of the latest release. Please refer to the product documentation for additional details.
In this release, we introduce the following features to the base platform:

Redesigned Labels

Searchable library for Labels

Labels are now searchable in the Search Calls page

Redesigned sections for the Slide Out Panel navigation bar

For customers subscribed to the Quality Management Evaluations and Reporting functions:

Questions/Answers are now searchable from the Search Evaluations page

Interaction Date column added on Search Evaluations page

For customers subscribed to the Quality Management Speech to Text functions*, we introduce the following features for this release:

Sentences containing filtered words are now displayed in the Search Calls page under the corresponding call record as well as the Slide Out Panel

For customers subscribed to the Quality Management Screen Recording functions**, we introduce the following features for this module:

Resizable video player area for an optimal view on any display

Screen Recorder version is now shown in the Screen Recorder Logs page**

Improved Screen Recorder User Application**

Pause video recording button added to the Screen Recorder User Application**

Screen Recorder automatically stops the ongoing manual recording and starts a new recording if a new call comes is presented to the agent**

**Requires screen recording client version 3.20.0

Base application Functional Descriptions
Redesigned Labels

Quality Management v.3.19.0 brings a fresh look and feel for the call labels. Users can quickly add labels using the plus button or choose one of the previously added labels.

Searchable library for Labels

Any labels added for calls are now available as history in the label’s dropdown box. When adding a label, users can search for an existing label and re-use it on any call.

Labels are now searchable in the Search Calls page

In the Search Calls page, labels are searchable in Advanced Search mode and also in Basic Search mode.

Redesigned sections for the Slide Out Panel navigation bar

The sections on the Slide Out panel are now redesigned and help users identify better the section they are viewing in the Slide Out Panel.

Quality Management Features*
Questions/Answers are now searchable from the Search Evaluations page

In the Search Evaluations page, evaluation questions and answers are searchable in Advanced Search mode and Basic Search mode.

Interaction Date column added on Search Evaluations page

This new feature makes it possible to filter evaluations by the call interaction date, as well as by the evaluated date.

*Additional subscription fees may apply.

Speech to text features*
Searched text is now displayed on Search Calls page as well as the call’s Slide Out Panel

Users can identify keywords or phrases said by agents or customers by simply running an Advanced Search query. The searched keywords or phrases will show up in bold as part of an in-context preview below each call record match found. Opening up the Slide Out Panel, by clicking on “Read More”, will bring the user to the full transcription with all the matched keywords or phrases bolded.

*Additional subscription fees may apply.

Screen Recording Features*
Resizable video player area for an optimal view on any display

Users now have can adjust the video player area to fit perfectly to any display size simply by dragging the horizontal and vertical bars in the video section of the Slide Out Panel.

Screen Recorder version is now shown in the Screen Recorder Logs page**

Screen recorder versions installed on client workstations are now easier to track. The version is now displayed in the Screen Recorder Logs page for every active Screen Recording Client connected to the system.

Improved Screen Recorder User Application**

The Screen Recorder is now aligned to the main Quality Management application theme. It has a modern look and is easy to use.

Pause video recording button added to the Screen Recorder User Application**

In addition automatic pausing of Screen Recordings introduced in 2015, Screen Recorder now has the ability to pause video manually which helps ensure full compliance in handling sensitive data.

Screen Recorder automatically stops the ongoing manual recording and starts a new recording if a new call comes is presented to the agent**

Screen Recorder now has the ability to switch between recordings. When the user is recording the screen manually and a call or interaction is delivered by the communications platform, the Screen Recorder will automatically switch and capture the screen for the new interaction.

*Additional subscription fees may apply.

**Requires screen recording client version 3.20.0

Bug Fixes

(Avaya Platforms) QMS- 404 - Number of calls displayed to the user are different compared with the actual stored number of calls.

(Avaya Platforms) QMS - 249 Hold times are not reported correctly

(Avaya Platforms) QMS - 246 Synchronization issue for on hold events

(Screen Recording) QMS-125 The screen recorder client now considers when it receives a login request for the same agent ID on two separate machines

Configuration Notes

Users need permissions to use newly implemented features. To use the improved labels, users need the ADD_LABEL permission to create a new label and the DELETE_LABEL permission to erase an existing label. The system does not include these permissions by default. Therefore, to enable this feature, please add this configuration parameter to role permissions.

Documentation

Quality Management Documentation is available on the 8x8 Knowledge Base.

Troubleshooting and Getting Help

For additional information and assistance, please visit the 8x8 Support Knowledge Base.

*Additional subscription fees apply.