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Ben Fischer

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RE: First Call/Contact Resolution (FCR) metric

Posted By Ben Fischer 09-27-2023 16:06
Found In Community: Open Forum \ view thread
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 would you rate your interaction today on a scale of 1 to 5 where 1 is very dissatisfied and 5 is very ...

RE: Warm Transfers to Queues?

Posted By Ben Fischer 09-20-2023 14:56
Found In Egroup: Open Forum \ view thread
I have raised the inbound/outbound shenanigans with 8x8 and they're looking into solutions for me, with the aim to transfer to a queue with a script without adding duplicate call records. ------------------------------ Ben Fischer ------------------------------

RE: Warm Transfers to Queues?

Posted By Ben Fischer 09-19-2023 23:04
Found In Egroup: Open Forum \ view thread
Does that result in an additional outbound and inbound call for you? ------------------------------ Ben Fischer ------------------------------

RE: Warm Transfers to Queues?

Posted By Ben Fischer 09-19-2023 16:03
Found In Egroup: Open Forum \ view thread
Aye, but the current only way to do this is to create another channel with a script, add to company directory and treat all queue transfers as additional outbound/inbound calls? Or is there a better way for reporting? ------------------------------ Ben Fischer ------------------------------

RE: Scripts within Scripts?

Posted By Ben Fischer 09-18-2023 16:58
Found In Egroup: Open Forum \ view thread
XR-5150 Be able to run Scripts within Scripts XR-5125 Warm Transfer to Queue (like Warm Transfer to Agent) XR-5126 Delegate "Monitor" Ability for training purposes without Supervisor Access ------------------------------ Ben Fischer ---------------------- ...

RE: 400 Bad Request on 8x8 Support pages

Posted By Ben Fischer 09-18-2023 13:53
Found In Egroup: Open Forum \ view thread
Looks like they resolved it :) 8x8 Support Case #: C4714959 Subject: 400 Bad Request Request Header Or Cookie Too Large nginx when using 8x8 website and apps Status: In Progress Dear Ben Fischer, This is a known issue and for Quality Management we already deployed a fix and ...

RE: Scripts within Scripts?

Posted By Ben Fischer 09-18-2023 01:38
Found In Egroup: Open Forum \ view thread
Feature Requests XR-5150 Share with your account managers! :) ------------------------------ Ben Fischer ------------------------------

Scripts within Scripts?

Posted By Ben Fischer 09-17-2023 20:26
Found In Egroup: Open Forum \ view thread
We have a pretty indepth and repetitive IVR script. Transfer to Queue and in Queue Actions are repeated 15 times in one IVR Script, and we have 4 of these for different brands. This means that every time we change our Annoucement Recordings, I have to edit 4 scripts, 15 times each. SO MUCH FUN! To be ...

RE: 400 Bad Request on 8x8 Support pages

Posted By Ben Fischer 09-16-2023 00:13
Found In Egroup: Open Forum \ view thread
I logged it as "[8x8 Support] C4714959 | 400 Bad Request Request Header Or Cookie Too Large nginx when using 8x8 website and apps" about 3 weeks ago. I'm adding a note to review this topic so they can see it's not just me. ------------------------------ Ben Fischer ------------------------------

RE: 400 Bad Request on 8x8 Support pages

Posted By Ben Fischer 09-14-2023 21:33
Found In Egroup: Open Forum \ view thread
I wish a had a large cookie. ------------------------------ Ben Fischer ------------------------------

400 Bad Request on 8x8 Support pages

Posted By Ben Fischer 09-14-2023 21:17
Found In Egroup: Open Forum \ view thread
Due to being new to 8x8, I have been scouring the support, application and report pages to discover answers and streamline our systems on a daily basis. One of my biggest pain points at the moment is this error on 8x8 pages. Unfortunately for me, 8x8 is advising me that it's a 'me' issue and they are ...

RE: Call Back added to our 8x8 IVR but $QueuePosition variable not working correctly

Posted By Ben Fischer 09-14-2023 20:24
Found In Egroup: Open Forum \ view thread
I have queue position working correctly with ------------------------------ Ben Fischer ------------------------------

RE: Ring Groups and Call Queues Vs Queues

Posted By Ben Fischer 09-13-2023 18:35
Found In Egroup: Open Forum \ view thread
I believe I have uncovered why we are using Ring Groups - you cannot attach a script to a Queue. At present, a customer calls us and continues through the IVR, is forwarded to a Queue and the IVR script manages the call - every X minutes so this, Loop that until the call is answered by an Agent. This ...

RE: Ring Groups and Call Queues Vs Queues

Posted By Ben Fischer 09-13-2023 01:28
Found In Egroup: Open Forum \ view thread
Sounds painful Jonathan and thank you for the feedback Lee. I believe we are only using it to do a warm transfer to a queue, but this would have been set up years ago before an alleged VCC upgrade. Looks like I have a fun journey of change management ahead of me :( ------------------------------ ...

Ring Groups and Call Queues Vs Queues

Posted By Ben Fischer 09-12-2023 15:42
Found In Egroup: Open Forum \ view thread
In 8x8 Admin Console you can create Ring Groups and Call Queues. In Config Manager you can create Queues. We use CM Queues for call and queue management but appear to have Ring Groups in the system too from when we were implemented 3.5 years ago. Are the Admin Console Ring Groups and Call Queues ...

RE: Training / Onboarding Agents (Monitoring)

Posted By Ben Fischer 09-12-2023 15:19
Found In Egroup: Open Forum \ view thread
we also have USB headset splitters that allows them to sit at the side of another agent and listen in. Great alternative! ------------------------------ Ben Fischer ------------------------------

RE: How to see queue and content of email without pulling/ assigning to agent

Posted By Ben Fischer 09-11-2023 21:15
Found In Egroup: Open Forum \ view thread
We have the same issue. The 2 apparent options we found were; 1) Open the email, edit the priority or details and Transfer back to the queue. 2) Have an Inbox email queue and then have L1 open, review and Transfer to specific bucket email queues. Both not ideal but you work within the limits ...

RE: Email Interactions - limiting the number delivered per agent

Posted By Ben Fischer 09-11-2023 21:12
Found In Egroup: Open Forum \ view thread
Our Agents discovered a process which works for them. Our priority is voice calls, and as emails may take a few minutes to upto an hour, it was interrupting our call flow. They discovered that if they pull a few emails and assign them to themselves, they can then go Available for phone calls. Now ...

RE: Warm Transfers to Queues?

Posted By Ben Fischer 09-11-2023 19:57
Found In Egroup: Open Forum \ view thread
When transferring to a queue, the Agent can see if there are available agents (blue) or calls waiting (red) prior and can make the informed decision on wait times prior to warm transferring. ------------------------------ Ben Fischer ------------------------------

RE: Warm Transfers to Queues?

Posted By Ben Fischer 09-11-2023 18:55
Found In Egroup: Open Forum \ view thread
Feature Request added to include Warm Transfer to Queue Option ------------------------------ Ben Fischer ------------------------------