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How to Access Speech Analytics and QM tool in SSO
8x8 Support

How to Access Speech Analytics and QM tool in SSO

 

Objective

How individual agents can access their own recordings in Speech Analytics & QM;

Applies To

  • 8x8 Contact Center;
  • Single-Sign-On;

Requirements

A minimum of X8 VCC license is required to be able to access the Speech Analytics & QM tool.

Procedure

  1. Log into SSO;
  2. Click on Speech Analytics & QM;
  3. Click Search Interactions (middle phone icon) and you can search for all calls occurring from Contact Center; note. Interactions which occurred directly thorough the endpoint are not recorded by Contact Center

 

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