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Ben Fischer

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Posted By Ben Fischer 02-29-2024 13:12
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Hi Lisa, We've been onboarding departments to use email channels in 8x8. We use CC Analytics to determine inbound emails and have to use Case Reports in VCC to determine Closes and Agent Workload. The Agent who accepts the email interaction is not necessarily the one who actions or closes it. What do ...
Posted By Ben Fischer 02-19-2024 14:58
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Cheers Sam, I have asked for a demo. ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 02-17-2024 15:25
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David, looks like we're planning the same thing. I have a demo agent setup in Cognigy which is able to handover to VCC. I am having an issue with the Handover state which I had Cognigy attempt to assist me with on Friday. I am thinking it's not getting a "Active" state from 8x8 when the interaction ...
Posted By Ben Fischer 02-17-2024 15:22
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On your phone? You'll need to contact your service provider for that ;) If you want help in a community forum you'll need to be more specific. Texts from VCC? Campaigns? Channel integrations? 8x8 Work? ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 02-15-2024 17:29
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Hi Team, We're in RFP for a Knowledge Management platform and are looking to use screenpop or similar to display help to the agent in Contact Centre. For this, I'd imagine we'd need vendor to access the live call feed to STT and provide knowledge base suggestions to the agent via screenpop. ...
Posted By Ben Fischer 02-15-2024 17:24
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Hi All, We are about to start a fun project of IDing customers, either with Voice or ID and passcodes. Our aim is the full ID the customer prior to reaching a representative. Has anyone implemented this purely in 8x8 or using a 3rd party service, maybe via external IVR? Happy to hear how you achieved, ...
Posted By Ben Fischer 02-12-2024 12:56
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I like your thinking David, I agree it's shame we can't update values from the IVR script. ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 02-11-2024 13:03
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We're launching a new mobile app soon. Some of the team want to put a lengthy advert for the app into our IVR, but I feel this will annoy customers calling us numerous times. I can get the Agent who last worked on a case, but is it possible to get a case last updated date field? It would be nice ...
Posted By Ben Fischer 01-17-2024 16:42
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A 5min interval like with phone scripts would be an easy win for 8x8 ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 01-17-2024 16:34
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Hi Jonathan, I have just started building a POC for this and noticed the same thing. Currently testing adding a "Social Script" to the Chat Script (Forward to Script) and it "does" work. You can run in queue treatment this way, however the lowest queue loop of 30mins is not ideal. I did a "Test ...
Posted By Ben Fischer 01-16-2024 13:11
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Hi Claire, I looked at utilising 8x8 for Teams, however the demo I saw had a 1-3 second lag on incoming calls and a delay in voice relay which appeared to make it unusable. Did you experience this too? Maybe the incoming call delay is causing lost calls? ------------------------------ Ben Fischer ...
Posted By Ben Fischer 01-07-2024 13:29
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I mean, there's bugs that affect 1 or 2 users and bugs that affect everyone. In a previous life we aimed to resolve global low priority bugs as they affected... all our customers. Oh well. ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 01-04-2024 12:36
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Since October, the Download Course PDF (Course Outline) (Example link https://www.8x8.com/university/catalog/contact-center-admin-config-self-paced) has not functioned. Bug was logged C4788172 Oct 30 2023, yet you still cannot download an outline. ON the ticket was I sent all the course outlines, but ...
Posted By Ben Fischer 01-03-2024 13:47
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Cheers again David! Indeed, filtering beforehand is the goal. Happy New Year btw!! Based on https://developer.8x8.com/analytics/docs/cloud-storage-service-bulk-download#parameters-1 I assumed that example would work, but alas, no cheddar. ------------------------------ Ben Fischer ...
Posted By Ben Fischer 01-03-2024 13:42
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Cheers David, That is what I've setup and created training material around adding the callid. Do you ask that Evaluators add the customer's name on the form? Am I correct in noting that once you enter it (also the Agents, they may transfer to another Agent), incorrectly if rushed they cannot be ...
Posted By Ben Fischer 01-01-2024 15:33
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Hi Team, We use voice comments in Surveys to get valuable feedback from customers. Accessing this data however is painful. As our voicecomment is at the end with a 2sec silence cut off, we get many comments which are just 2 seconds of silence and useless. To avoid Supervisors from either Playing ...
Posted By Ben Fischer 01-01-2024 15:33
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It appears that you can only evaluate completed interactions. Sure, you can create an offline Evaluation but this is not linked to the actual call. Other pain point, once you enter the customer name which is mandatory it cannot be changed. If you rushed some details to use the offline eval for an in ...
Posted By Ben Fischer 01-01-2024 15:26
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Same thing happens when downloading an email interaction... JSON which is useless. ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 12-20-2023 13:34
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Andy I convert everyone I know to Sharex. You can take gifs and screenshots, add context and save to file easily. But yes, having a proper input field (like this one) would be much better! ------------------------------ Ben Fischer ------------------------------
Posted By Ben Fischer 12-17-2023 13:57
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Hi Team, I have MANUALLY enabled the Calendar sync for meetings on my 8x8 work account - but it is not enabled by default for staff. Is there anyway I can, via Admin Console or otherwise enable this for ALL staff? This happens ALL THE TIME and FRUSTRATES everyone. We use 8x8 work for ...