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We have created a custom report that groups interactions by wrap up code which is extremely helpful to get a pulse on the various types of inbound calls we receive. My question is- is there a way for this metric to be monitored as a live dashboard instead of a report? I couldn't seem to find this ...

Hello, Is it possible for a frontdesk user to transfer a call to an agents VCC extension instead of their 8x8 work extension? The agent's VCC extension is listed on the agent's profile, but it appears the main extension displayed and used for transferring is their 8x8 work extension. ...

Hello! I'm aware of the post processing timeout that functions in the contact center, but this only works if an agent has selected a transaction code (wrap up code) and has not selected the blue wrap up button on the bottom. We currently have it set at 30 seconds, which works great, putting the ...

We have uploaded custom on-hold music that we thought would work for calls that are placed on hold within the contact center, however our uploaded files are not playing. This is the case for outbound calls or inbound calls accepted through the contact center. However, If I place a caller on hold ...

Hello, Does 8x8 have an ability to distinguish if an outbound call is answered by the caller or reaches voicemail? Interested in pulling reports to see how many outbound calls made result in live calls or voicemails left by the agent. Thinking that assigning a wrap up code as "Left Message" ...

Is there a way to have an agent specific metric to track their on hold time in real time? Looking to set this up as a warning threshold so agents/and or supervisors would be audibly pinged via a dashboard if an agent passes a customizable threshold of having a call on hold (say 3 minutes). On hold time ...

We'd like to use this feature for leaving voicemails, but have ran into some issues. #1- There is approximately a 3 second delay for recordings to play after hitting the play or play and hang up buttons. This is problematic as some voicemails will end the call if there is no input detected. Is there ...