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  • 1.  8x8 VCC After hours report

    Posted 09-11-2023 11:58

    Hi fellow forum peeps, 

    I have a need for a report of all calls that route to my VCC Channel after hours and it surprises me that i am not able to create this. This was a report that was easily created in the historical reports but since that was removed I am struggling. Has anyone been able to configure anything like this? 



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    Justin Mangano
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  • 2.  RE: 8x8 VCC After hours report

    Level 2 Contributor
    Posted 09-11-2023 15:16

    Could you use Customer Experience > Date Range > Custom and set, for example 6PM - 8.30AM? I saw  Business Hours report in Analytics for 8x8 work, not sure if that will help.



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    Ben Fischer
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    Original Message


  • 3.  RE: 8x8 VCC After hours report

    Posted 09-11-2023 16:28

    Customer Experience cannot schedule this report like Analytics. I was able to do this using Interaction Details - Schedule = Closed. 



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    Justin Mangano
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    Original Message


  • 4.  RE: 8x8 VCC After hours report

    Posted 09-12-2023 00:18

    Are you able to use reports in Contact Centre Analytics? You can run interval reports in there. I have something similar and send calls to an "out of hours" channel and report on that.



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    Lee Heppenstall
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    Original Message


  • 5.  RE: 8x8 VCC After hours report

    Posted 09-12-2023 01:12

    Detailed reports - Interactions

    At the top is the date and time - if you set the intraday time range as your out of hours period you can then add any filters you want and set a schedule using the ellipsis.

    I guess the issue with this is that you need to dump it into excel/pbi to do anything useful with it but it should get you over the line



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    David
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    Original Message