Good day! As a new 8x8 user we're trying to generate project-specific reports on all inbound calls, where they land, and outbound call metrics. As in, 40 calls came in today, 20 were answered live, 10 went to Voicemail Queue, and 10 went to CallBack Queue.
I'm trying to make sure, however, as I then also count how many outbound calls our CSR's made to open work lists, that I also appropriate for the call made *because* of the inbound call that went to voicemail. Two struggles:
- I don't want to count the inbound call that went to voicemail two times. If it shows up on report as an inbound call, and also as a voicemail received.
- I don't want to count the outbound call that was responding to the voicemail by a CSR twice either. If it shows up as CSR listening to the voicemail as one action/row on the report, and then another of them dialing out to that Voicemail's Phone#.
We use the "Queue Interactions Summary report" to look at statistics on our project queues. Our projects have an "inbound" queue, "outbound", and then "VM" and "CB" queues for Voicemails and Callbacks to land at respectively.
Any thoughts from current users that have mastered looking at reports to analyze for project reporting data is helpful, thank you!
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Dan Ray
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