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