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  • 1.  Agent Workspace call history

    Posted 11-12-2024 04:01

    Is there a way or has anyone found a work around to see recent inbound external calls from within the Agent workspace? 

    I know these calls can be found in the analytics section but this seems a very long process to call a customer back that accidentially got cut off.



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    Christopher Liddle
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  • 2.  RE: Agent Workspace call history

    Posted 11-12-2024 04:29
    Unless you are willing to passthrough caller CLI to the agents end point (not using Agent Softphone of course) then no, the team in 8x8 who migrated the "Recent Calls" functionality inside Analytics for CC completely missed the point of "Recent Calls" in customer experience, it was a stretch at best, now it is just completely un-intutive for an agent.

    I doubt anyone in 8x8 development teams actually use the product otherwise these decisions would be deal breakers.







  • 3.  RE: Agent Workspace call history

    Posted 11-12-2024 15:33

    Yes*

    If you turn on Auto Log, CRM and have the customers in the CRM, it will auto create a log of the call under Tasks. It stores the Transaction ID and customer details of the dropped call.



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    Ben Fischer
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  • 4.  RE: Agent Workspace call history

    Posted 11-12-2024 15:34

    Looks like there is a new interaction history tab too? Not sure if for admins or all staff



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    Ben Fischer
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    Original Message


  • 5.  RE: Agent Workspace call history

    Posted 11-13-2024 00:29
    Maybe my strong feedback on this topic has finally been taken on board by 8x8.



    Original Message


  • 6.  RE: Agent Workspace call history

    Posted 11-13-2024 00:27

    For our agents who use agent workspace with Salesforce it isn't an option.



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    Jonathan Lynn
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    Original Message


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