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Drew Vance

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RE: Looking for 8x8 contact center expert

Posted By Drew Vance 10-26-2023 14:01
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Sent you a PM, Scott! ------------------------------ Drew Vance ------------------------------

RE: Reporting on contact center channel conversions?

Posted By Drew Vance 10-18-2023 09:58
Found In Library: Open Forum

RE: Reporting on contact center channel conversions?

Posted By Drew Vance 10-18-2023 09:58
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We run it for month to date and then it looks like the attached file. ------------------------------ Drew Vance ------------------------------

Hour by hour chart/graph

Posted By Drew Vance 10-18-2023 08:42
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Hey everyone, Does anyone have any dashboard success for contact center to see an hour by hour totals for queues? We'd like to be able to quickly see on the dashboards the trends for the day as they go. Something like a chart where X axis has hour by hour of the day and the Y axis has # of interactions. ...

RE: Reporting on contact center channel conversions?

Posted By Drew Vance 10-18-2023 06:34
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Hey Joe, My marketing team requests this data as well. We use the interactions Summary report. Group by Media and channel name Count of interactions Then we filter this against different queues to see the # of interactions the channel was interacted into that queue ...

Queued Callback End of Day

Posted By Drew Vance 09-26-2023 08:38
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Hi everyone, We are wondering how others are handling the use of queued callbacks towards the end of business hours. For example, We would like to prevent callbacks in the last few hours of the day so that there are not any remaining when the phones close. How do you combat having ...

RE: Training / Onboarding Agents (Monitoring)

Posted By Drew Vance 09-14-2023 05:43
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a) We set them up with monitoring permissions and then they can see the agent's screen and hear them working. Remove their access once they are on their own and no longer require it. b) not that I know of, would be a great feature. *Training Mode* ------------------------------ Drew Vance ...

RE: 2 outbound queues on 1 campaign?

Posted By Drew Vance 07-21-2023 08:41
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Thanks Rafael, The goal is to have Sales teams A & B working on the same campaign. Sales teams A & B have their own queues with their own daily automated reports. Their own dashboards. Creating a new queue for this one situation just didn't seem right and I wanted ...

2 outbound queues on 1 campaign?

Posted By Drew Vance 07-19-2023 06:18
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Hi everyone, We have a campaign of lets say 10,000 records in our CRM. We have 2 queues that need to call these customers. If I create 2 campaigns that aim at the list (because only 1 queue per campaign) will they be dialing the same records or will it only present records ...

RE: Multiple Issues - Moving away fro Work Desktop back to Hard phones

Posted By Drew Vance 04-12-2023 06:06
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Vcc agents. We have provided many examples to our vendor. The Hard Phones have resolved most issues since implementing them to about 25% of our agent force. Most common issue was the "Could not initialize audio" issue and the 2nd most common issue was a phone call offered in the VCC but never popping ...

RE: Multiple Issues - Moving away fro Work Desktop back to Hard phones

Posted By Drew Vance 04-12-2023 05:22
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Well that is a shame because we thought the Teams integration sounded great on paper! I'm sorry to hear you all experienced that. We were unable to take calls yesterday for a full hour because the Work Desktop outage. That brings us to almost 6 hours of downtime in the last month and a half. Hopefully ...

Multiple Issues - Moving away fro Work Desktop back to Hard phones

Posted By Drew Vance 04-06-2023 14:32
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Has anyone else experienced an increase in issues related to the work desktop app? We work out of the new VCC and use the work desktop app for the calls. We have had dozens of issues the last month and a half that we are switching back to hard phones after working on the 8x8 work app for almost 2 ...

Agent Workspace Missing Information

Posted By Drew Vance 02-07-2023 12:33
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Hi, recently switch to Agent Workspace. Have tried working through 8x8 support and have had no progress. Is anyone else using Outbound campaign's and now missing information?? For example, we upload campaigns with First Name, Last Name, Voice (phone number), Address 1(Street #), Address 2(Street ...

RE: Time of Day - Day of Week Automated Queue Enable Script

Posted By Drew Vance 02-07-2023 07:35
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Hi Pedro, If I understand correctly, you could have multiple schedules setup in the main settings on the config manager. Then create a script that first will check the schedules like in my attachment. First it will check if it is business hours. If it is outside of a certain schedule, it will move ...

RE: VCC Variables

Posted By Drew Vance 02-06-2023 07:03
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Thanks! It is quite a lot. Happy to share screens if you want to get on a call. my email is drew@greenlawnfertilizing.com Have fun with it! ------------------------------ Drew Vance ------------------------------

RE: VCC Variables

Posted By Drew Vance 02-06-2023 06:49
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Oh Ok. The way I tackled this was by having multiple instances of the function Test Condition of Queue -> The longest wait time for any call in this queue is greater than: __ I have 3 instances. First instance checks if calls are greater than 60 seconds. If the wait time is longer it moves to the ...

RE: VCC Variables

Posted By Drew Vance 02-06-2023 06:29
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I may have just figured out our issue. I found that in the Customer report, Queue Interactions -> Summary. There is a metric for Average Wait Before Accept Time. ------------------------------ Drew Vance ------------------------------

RE: VCC Variables

Posted By Drew Vance 02-06-2023 06:18
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Hi Ryan, Currently the only way we can see this is utilizing the dashboards. We can see the average wait time on a queue for a specific day. It would be great if we could see this data on a custom report. ------------------------------ Drew Vance ------------------------------

RE: Callback Option

Posted By Drew Vance 02-06-2023 05:58
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Hi Terry, As @Steve ONeal mentioned, that video is a great reference guide. If you ever want to take a look at our setup I'd be happy to jump on a call. I used This support article and I also incorporated the estimated wait time to filter the calls depending on how long they are going to wait. If you ...

RE: Help Understanding Report - 8x8 Analytics for Contact Center

Posted By Drew Vance 01-24-2023 05:30
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That makes total sense Matthew!! Thank you for helping clarify! ------------------------------ Drew Vance ------------------------------