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Ben Fischer

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RE: How I can assign an Agent as a Supervisor Agent for Quality Management & Speech Analytics

Posted By Ben Fischer 05-07-2024 14:50
Found In Community: Open Forum \ view thread
As Dave eluded, Agent Supervisor is at the time of the interaction. If you change supervisor, all records before the change will retain the old supervisor (as that was the supervisor at the time of the interaction. If a supervisor of 10 years left, you'd want all those old records to retain who was the ...

RE: How do you manage changing timezones and operating hours messages? Daylight savings ...

Posted By Ben Fischer 04-26-2024 01:16
Found In Egroup: Open Forum \ view thread
Our Main CLOSED schedule and department specific closed. Australia has 4 timezones during daylight savings and one specific company we bought years and years ago is based on the other side of the country, so 2 hours? difference at the moment. During daylight savings the 3rd? most populous state ...

How do you manage changing timezones and operating hours messages? Daylight savings ...

Posted By Ben Fischer 04-25-2024 21:40
Found In Egroup: Open Forum \ view thread
Hi All, After some feedback We have daylight savings from Spring to Winter, which changes our timezone by +1 for all Eastern States EXCEPT Queensland. Therefore we've previous had recordings for; Operating hours are 8-6 Australian eastern daylight time Operating hours are 8-6 Australian ...

RE: PowerBI / PowerQuery with 8x8 APIs

Posted By Ben Fischer 04-25-2024 01:30
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These are all direct to 8x8. I did look at precog, but our data team is about 12 months away from a massive upgrade so I did this in my own time. ------------------------------ Ben Fischer ------------------------------

RE: PowerBI / PowerQuery with 8x8 APIs

Posted By Ben Fischer 04-24-2024 19:41
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FWIW, my queries are very inefficient. PowerBI self taught and pet project! If someone would like to assist in optimizing before releasing template online please DM me for a collab. I am sure 8x8 would not appreciate their APIs getting hammered by inefficient queries :) ------------------------------ ...

RE: PowerBI / PowerQuery with 8x8 APIs

Posted By Ben Fischer 04-24-2024 17:57
Found In Egroup: Open Forum \ view thread
Sample... Surfaced post call survey transscriptions Before I share, I am fixing; variables for incremental refresh auto fall back for report granularity (if you request week and that won't work, it errors, so trying to incorporate a let &granularity&, then none, day, week, month) ...

RE: PowerBI / PowerQuery with 8x8 APIs

Posted By Ben Fischer 04-24-2024 16:01
Found In Egroup: Open Forum \ view thread
I have had much progress and luck. There is two reports I need to get working then I will share my entire workspace with the group, And hope it can be improved. Expect it next week! ------------------------------ Ben Fischer ------------------------------

RE: Is there any way to use list the company or site directory by name without the user recording their name?

Posted By Ben Fischer 04-18-2024 17:14
Found In Egroup: Open Forum \ view thread
We use https://play.ht for our voice gen. They have a decent free tier and cheap paid. We use this for the IVR menu's too, due to 8x8's character limit on SAY nodes. ------------------------------ Ben Fischer ------------------------------

RE: VO Export of Call Queue and Ring Group Members

Posted By Ben Fischer 04-16-2024 19:23
Found In Egroup: Open Forum \ view thread
Hey Justin We don't use ring groups, but this looks like it will help you out! https://developer.8x8.com/analytics/docs/wa-ring-group-summary https://developer.8x8.com/analytics/docs/ring-group-member-summary ------------------------------ Ben Fischer ------------------------------

Allow Customer to Call 8x8 Channel and include extTransactionData

Posted By Ben Fischer 04-09-2024 23:46
Found In Egroup: Open Forum \ view thread
Hi Team We're a finance company and we have to ID customers everytime they call. This process takes 2-3 minutes every call. We also have recently released a mobile app which requires PIN/Biometrics to open. Other companies in our space avoid or significantly reduce the identification process if ...

RE: Speech & Transcript

Posted By Ben Fischer 04-09-2024 20:42
Found In Egroup: Open Forum \ view thread
Naturally, my test script transcribed better than customer calls... figures right. But I do have an example to send with issues for Arrears Fortnight Resimac Where do you want us to send the audios and transcriptions? ------------------------------ Ben Fischer ---------------------- ...

RE: Speech & Transcript

Posted By Ben Fischer 04-09-2024 14:35
Found In Egroup: Open Forum \ view thread
Lee, I've been meaning to record a mock phone interaction between myself and an agent using the words which are consistently not correct. Surely this wouldn't fall under GDPR for you? No PI customer data included? ------------------------------ Ben Fischer ------------------------------

RE: Report on "saved as draft" emails

Posted By Ben Fischer 04-08-2024 17:14
Found In Egroup: Open Forum \ view thread
I did some looking and drafts do NOT show in the Case Report (Cannot search for ? in Followup Number) and they do NOT show up on the CRM API query for followups.... note ideal hey! ------------------------------ Ben Fischer ------------------------------

RE: 8x8 for Email Support?

Posted By Ben Fischer 04-03-2024 00:55
Found In Egroup: Open Forum \ view thread
No documentation that I am aware of yet. 8x8 ran a "Blended Interactions" beta program last year. Allegedly this was postponed til April sometime. The 2 key changes this makes is; a) Emails are replied to on the left in a new panel with a tinymce style formatting ribbon with browser supported spellcheck. ...

RE: 8x8 for Email Support?

Posted By Ben Fischer 04-02-2024 17:02
Found In Egroup: Open Forum \ view thread
Happy to chat. DM me if needed! In short, when we receive an email it's given a case number, ie 12345. When we respond, that reply is 12345.1, customer resply to that is 12345.2 all tracked under the case 12345 as followups. The case however can only be closed by 1 person, so it doesn't really track ...

RE: Scripts within Scripts?

Posted By Ben Fischer 04-01-2024 15:38
Found In Egroup: Open Forum \ view thread
Brandon, do you have an example or screenie to show what you mean? Also, is it possible to pass variables to the Agent Workspace like you can with Exteral IVR? https://support.8x8.com/contact-center/8x8-contact-center/developers/8x8-contact-center-external-ivr-api Use case: I have an IVR which ...

RE: Speech & Transcript

Posted By Ben Fischer 03-24-2024 12:36
Found In Egroup: Open Forum \ view thread
Or the Aussie accents!! Currently atrocious, which impacts the functionality of keyword searches and future summarisation. ------------------------------ Ben Fischer ------------------------------

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

Posted By Ben Fischer 03-06-2024 13:21
Found In Egroup: Open Forum \ view thread
Thank sounds very promising. Thank you Gents. Our Ops team is currently suffering from change fatigue, and would have been most unhappy if I had team members trying to test a feature that the KB says won't work, but it sounds like theres hope! ------------------------------ Ben Fischer ------ ...

Queue Whisper - Limitations with Auto Answer? Whaaa?

Posted By Ben Fischer 03-05-2024 18:38
Found In Egroup: Open Forum \ view thread
Our teams have started implementing auto answer to save a few seconds and potentially cut down on Reject Timeouts. I thought the Whisper functionality would be great to let the agent know which queue they were being transferred a call from... but then I read this?! https://docs.8x8.com/8x8WebHe ...

RE: 8x8 Analytics for Contact Centre - Outbound / transferred interactions

Posted By Ben Fischer 03-04-2024 12:47
Found In Community: Open Forum \ view thread
Oh dear, you are right. Massive oversight by me. Outbound emails cannot be searched in VCC > Case Report. They are not interactions so don't show in Customer Experience > Digital Channels or Quality > Interactions. Awkward. We are adding all our email channels as SMTP Servers (Config Manager > Security). ...