Let's connect with Eun Bie Lee of Baptist World Aid Australia. Please leave your comments and questions for Eun Bie below. If you are interested in being featured in a member spotlight please email customerreference@8x8.com ...

I cannot see this metric in Analytics for Contact Center.... In addition to the above, you can use some customer/agent driven metrics. Post Call Survey to capture FCR from the customer. Question 1: How ...

We have a "no new calls" schedule imbedded in the script to allow agents to catch up on calls before closing. We are open from 8:00 to 5:00 but we do not accept new calls at 4:45 (depending on the Q). ...

Thanks for the update Tiago ------------------------------ Lee Heppenstall ------------------------------

Hi Lee, Thank you so much for your suggestion. This feature is not yet ready. It is part of our roadmap and ongoing developments, though it is part of more complex initiate to re-do all thresholds ...

Hi Drew, It works ok if you set a separate schedule for the call-back queue but there are some considerations: As call-backs are a "same day" type backlog because they expire, you need to decide how ...