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Lee Heppenstall

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RE: Call recording challenges with 8x8

Posted By Lee Heppenstall 04-25-2024 00:25
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Hi Michael - as 8x8 advised the system can only record calls at a user level where you can specify the mode. You can also set the level of notifications that are given to all parties. We also have the "Calls are recorded" message in our IVR's, so we have this set to "Neither". That way no one gets any ...

RE: VO Export of Call Queue and Ring Group Members

Posted By Lee Heppenstall 04-17-2024 00:24
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I don't think this exists. I asked during deployment and was told no. The API's are for reports only not configuration items. I used to keep all this on 8x8's build, capture document that we used in deployment but after a while I got fed up of updating it! ------------------------------ Lee Heppenstall ...

RE: Speech & Transcript

Posted By Lee Heppenstall 04-09-2024 08:31
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Hi Samuel - from my side it appears to struggle with most UK/Ireland accents but we won't be able to provide any audio files as the information is governed by GDPR. All of the audio branding companies we have used for our IVR messages provide local/regional accents so I would assume in the industry there ...

RE: Speech & Transcript

Posted By Lee Heppenstall 03-19-2024 07:24
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Glad it's not just us. We have agents in Scotland, Ireland and up and down England and have the issue on all accents. maybe it just likes the Queens English :) ------------------------------ Lee Heppenstall ------------------------------

Speech & Transcript

Posted By Lee Heppenstall 03-19-2024 06:43
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Does anyone else have issues with the transcription element of Speech Analytics? Might be our northern UK accents that it struggles with, but the accuracy of text -to-speech is quite laughable. Not sure how accurate it can measure the overall emotion when it doesn't understand the context? Surely there's ...

RE: Headphones and External Speakers

Posted By Lee Heppenstall 03-19-2024 04:13
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You should be able to set your microphone and speakers to use your headset. Then set a secondary ring source as your speakers.

RE: Queue Whisper - Limitations with Auto Answer? Whaaa?

Posted By Lee Heppenstall 03-06-2024 00:14
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Hi Ben - we implemented auto answer on all queues and we had whispers on them all. I soon removed the whisper function as it just doesn't work as it did on our old Avaya system. Sometimes the whisper would play, other times it would be clipped or not play at all and it caused too much confusion. I was ...

RE: Hour by hour chart/graph

Posted By Lee Heppenstall 10-19-2023 00:49
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As far as I am aware historical queue dashboards don't drill down hour by hour, only by day or week or a set number of hours. You could have it look at the last hour but not see it hour by hour if that makes sense. I guess you could run a standard queue summary report and then use a 3rd party application ...

RE: Script

Posted By Lee Heppenstall 10-12-2023 03:38
Found In Community: Open Forum \ view thread
It sounds most likely that in the scripts for the other queues that there is an overload set to forward calls to another queue if there are no agents in the original queue. in your scripts, check what the overload option is set to.

RE: VCC - Agent Status Threshold/Warning

Posted By Lee Heppenstall 09-27-2023 07:16
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Thanks for the update Tiago ------------------------------ Lee Heppenstall ------------------------------

RE: Warm Transfers to Queues?

Posted By Lee Heppenstall 09-21-2023 06:06
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Ours are simple Auto Attendants with a forward to a vcc channel & Script, that then queue to the relevant agent queues. We don't have any dummy queues. ------------------------------ Lee Heppenstall ------------------------------

RE: Warm Transfers to Queues?

Posted By Lee Heppenstall 09-21-2023 05:47
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Interested to see what they say Ben. Just out of curiosity I have just made three test calls and transferred each differently (one to Auto Att, one to the Queue and one direct to the agent). Based on the below results in terms of analytics transferring direct to the queue would make the most sense in ...

RE: Warm Transfers to Queues?

Posted By Lee Heppenstall 09-20-2023 07:39
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Unfortunately I believe so. Each Agent will show an inbound call presented to them in the call summary. The agent initiating the transfer will show an outbound call as well. The queue summary report will also show multiple calls offered/accepted etc. As 8x8 VCC and Work are still essentially two different ...

RE: Warm Transfers to Queues?

Posted By Lee Heppenstall 09-19-2023 22:54
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We have created separate "internal xfer" channels and scripts that are in the directory which agents transfer calls into rather than direct to the queues. Seems to work ok, bit of extra admin though. ------------------------------ Lee Heppenstall ------------------------------

RE: 400 Bad Request on 8x8 Support pages

Posted By Lee Heppenstall 09-16-2023 00:04
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I'm also new to 8x8 and found this issue from day one of implementation. The engineer pushed it off to my issue but internally I'm the only one that seems to have the issue. No supervisors have reported this. as others state I head straight to clear cache and cookies or jump to Firefox which seems to ...

VCC - Agent Status Threshold/Warning

Posted By Lee Heppenstall 09-14-2023 04:11
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Hi All - I've had a request in from a manager who wants alerting when VCC agents have been in Wrap for longer than 5 minutes. I don't see where this can be set in the thresholds. You can set a Real Time - time on status threshold but unable to select a specific status to report on. Anyone doing anything ...

RE: Ring Groups and Call Queues Vs Queues

Posted By Lee Heppenstall 09-13-2023 01:19
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We use ring groups and call queues for anyone that does not have a VCC licence to give them basic functionality. If you have moved all yours over to contact centre queues then I would assume the admin console ring groups and queues are redundant. ------------------------------ Lee Heppenstall ---- ...

RE: Training / Onboarding Agents (Monitoring)

Posted By Lee Heppenstall 09-12-2023 00:27
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I asked this question when we recently moved from Avaya onto 8x8 and the answer I got was to create them as a supervisor temporarily, so I would assume right now that would appear to be the only way. We did also record our Agent training session so new employees are given access to that as well. Also, ...

RE: 8x8 VCC After hours report

Posted By Lee Heppenstall 09-12-2023 00:18
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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. ------------------------------ Lee Heppenstall ------------------------------