8x8 Contact Center

Quality Management and Speech Analytics

Administer and manage Quality Management and Speech Analytics solutions in this self-paced course.

8x8 Contact Center

Quality Management and Speech Analytics

Administer and manage Quality Management and Speech Analytics solutions in this self-paced course.

8x8 Contact Center

Quality Management and Speech Analytics

Administer and manage Quality Management and Speech Analytics solutions in this self-paced course.

8x8 Contact Center

Quality Management and Speech Analytics

Administer and manage Quality Management and Speech Analytics solutions in this self-paced course.

Who should take this course?

System administrators and supervisors responsible for supporting, managing and evaluating agent performance.

Course Overview

This interactive self-paced course gives you the knowledge and skills to administer and manage Quality Management and Speech Analytics solutions. This course contains three core modules: Overview; Settings and Interactions; and Evaluations and Reports. The course also contains two optional modules: Speech Analytics and Live Monitoring.

Course Outcomes

At the end of this course, students will be able to:

  • Identify how to configure and manage Users, Groups, and Roles
  • Customize and assign Evaluation Templates
  • Authorize user permissions
  • Manage and monitor Agent Groups
  • Evaluate/score agent calls and analyze trends
  • Create goals and manage user performance based on completed goals
  • Create Snippets when necessary

Speech Analytics:

  • Apply Speech Analytics’ methodology to quickly target specific call data at the transcription level
  • Customize Categories to target call data for unique business functions
  • Analyze Reports to gather transcription metrics and measure key performance indicators

Live Monitoring:

  • Assign Live Monitoring permissions to a Role
  • Navigate the Live Monitoring Dashboard
  • Explain the differences between Live Monitoring with and without Screen Recording

Recommended Prerequisites

Frequently Asked Questions

I am new to 8x8. How do I get training?

What is virtual, instructor-led training (VILT)?

What are the technical requirements to attend a virtual, instructor-led training class?

How can I enroll in classes?

What is open enrollment?

I have more than one Admin that needs training – can I have them all sit in a conference room to attend the training?

How long will access be available for courses purchased?

What is the maximum time period available to schedule remote training sessions or Adoption Kit consultation calls?

Speak with a specialist

1-866-879-8647


Discuss your needs with an 8x8 expert


Need product help?

Cart is empty. Add some items to your cart!

Total Training Units:

0

Contact sales to purchase training units and discuss instructor-led course availability