Open Forum

 View Only

  • 1.  8x8 forces CSRs to break after a call

    Posted 10-11-2024 05:23

    We regularly receive internal chats from CSRs where 8x8 is forcing them to "break" after a call or chat rather than AWT. Unless the CSR realizes it, they sit in that mode. Has anyone had this happen to them and what was the solution?  



    ------------------------------
    Pedro Fred
    ------------------------------


  • 2.  RE: 8x8 forces CSRs to break after a call

    Level 1 Contributor
    Posted 10-14-2024 08:36
    Hello Pedro,
     
    what you described typically depicts the behavior for a missed interaction: the CSR may quicky handle and wrap up a call, then immediately go in available just to be very quickly offered another interaction which is missed. This can be easily checked in Analytics to see that status changes and confirm whether an interaction was indeed offered and missed.
     
    In this case, the solution would be to increase the interaction offer timeout so that the CSRs have time to accept the interaction.
     
    If this should not be the case, I encourage you to get in touch with the support team.


    ------------------------------
    Alina Maxim
    ------------------------------

    Original Message


  • 3.  RE: 8x8 forces CSRs to break after a call

    Posted 10-14-2024 13:33

    Hi Pedro,

    run report showing rejected calls timeout. These are usually where I find who is missing calls as it automatically puts them into break status. 



    ------------------------------
    Scott Logan
    ------------------------------

    Original Message