8x8 Quality Management6.4.4

QualityManagement captures an agent’s desktop activity so administrators can review what appeared on screen during a customer telephone interaction. Developed by 8x8 Inc., it connects desktop recording with quality-management workflows, allowing the call and the agent’s on-screen actions to be examined together after the conversation ends. This gives reviewers visual context for evaluating how an interaction was handled, rather than relying on the telephone recording alone.

The workflow begins on an agent’s machine after the Screen Client software has been installed there. An administrator can then choose to record that agent’s desktop while the related telephone conversation is taking place. Once the call is over, users can open the resulting video in the Slide out Panel and watch the recorded activity during their review.

QualityManagement is intended for organizations and administrators using Screen Recording services for Quality Management, particularly teams investigating call handling, procedures, or agent performance. It is cataloged under System Tools and runs on Windows in an x86 build. The current version is 6.4.4, and deployment involves the Screen Client on each participating agent machine together with the organization’s Screen Recording service.