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Drew Vance

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Agent Workspace Missing Information

Posted By Drew Vance 02-07-2023 12:33
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Hi, recently switch to Agent Workspace. Have tried working through 8x8 support and have had no progress. Is anyone else using Outbound campaign's and now missing information?? For example, we upload campaigns with First Name, Last Name, Voice (phone number), Address 1(Street #), Address 2(Street name), ...

RE: Time of Day - Day of Week Automated Queue Enable Script

Posted By Drew Vance 02-07-2023 07:35
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Hi Pedro, If I understand correctly, you could have multiple schedules setup in the main settings on the config manager. Then create a script that first will check the schedules like in my attachment. First it will check if it is business hours. If it is outside of a certain schedule, it will move to ...

RE: VCC Variables

Posted By Drew Vance 02-06-2023 07:03
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Thanks! It is quite a lot. Happy to share screens if you want to get on a call. my email is drew@greenlawnfertilizing.com Have fun with it! ------------------------------ Drew Vance ------------------------------

RE: VCC Variables

Posted By Drew Vance 02-06-2023 06:49
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Oh Ok. The way I tackled this was by having multiple instances of the function Test Condition of Queue -> The longest wait time for any call in this queue is greater than: __ I have 3 instances. First instance checks if calls are greater than 60 seconds. If the wait time is longer it moves to the next ...

RE: VCC Variables

Posted By Drew Vance 02-06-2023 06:28
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I may have just figured out our issue. I found that in the Customer report, Queue Interactions -> Summary. There is a metric for Average Wait Before Accept Time. ------------------------------ Drew Vance ------------------------------

RE: VCC Variables

Posted By Drew Vance 02-06-2023 06:18
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Hi Ryan, Currently the only way we can see this is utilizing the dashboards. We can see the average wait time on a queue for a specific day. It would be great if we could see this data on a custom report. ------------------------------ Drew Vance ------------------------------

RE: Callback Option

Posted By Drew Vance 02-06-2023 05:58
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Hi Terry, As @Steve ONeal mentioned, that video is a great reference guide. If you ever want to take a look at our setup I'd be happy to jump on a call. I used This support article and I also incorporated the estimated wait time to filter the calls depending on how long they are going to wait. If you ...

RE: Help Understanding Report - 8x8 Analytics for Contact Center

Posted By Drew Vance 01-24-2023 05:29
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That makes total sense Matthew!! Thank you for helping clarify! ------------------------------ Drew Vance ------------------------------

Help Understanding Report - 8x8 Analytics for Contact Center

Posted By Drew Vance 01-23-2023 07:55
Found In Library: Open Forum

Help Understanding Report - 8x8 Analytics for Contact Center

Posted By Drew Vance 01-23-2023 07:55
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Hi everyone, Need help understand a report. Please see attached photo of the analytics page in question. Report: Queue Interactions Summary Background Info: In this report I am looking at our voicemail queue summary. New in Queue: How is this different from Entered? If someone leaves a voicemail, ...

VCC Auto-Dialer Skip Question

Posted By Drew Vance 09-29-2022 11:54
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hello everyone, We have an agent on a preview auto-dialer campaign. This agent used the skip function a few times yesterday and selected a transaction code for these skipped calls. Where is this data? I cannot seem to find it. When they are skipped, do they return to the list and get dialed again? ...

QM & Speech Analytics - Help!

Posted By Drew Vance 06-21-2022 14:04
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It might just be me but is anyone else a little overwhelmed with the amount of information and configurations for the QM & Speech Analytics area of 8x8 for a company that uses the contact center? The templates and all the pre-built configurations are great. I'm just a little lost if I should re-design ...

RE: Transfer to Queue - Add Script ?

Posted By Drew Vance 05-16-2022 10:37
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I have a feeling the dead air is because we have the Queue transfer to the channel which is set to forward to the same queue which then transfers to the channel. looping itself. Are there 2 different inbound queues? Am I overcomplicating it? ------------------------------ Drew Vance -------------- ...

RE: Transfer to Queue - Add Script ?

Posted By Drew Vance 05-16-2022 10:18
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Just tested this out and when we transfer to the queue it is just dead air now on the caller's side. I must be missing something ------------------------------ Drew Vance ------------------------------

RE: Transfer to Queue - Add Script ?

Posted By Drew Vance 05-16-2022 09:57
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This sounds like exactly what I need to design. So you check the box to transfer incoming calls and then you just type out the number of the channel in the white box. Going to test this out now. Thanks a lot Mark! ------------------------------ Drew Vance ------------------------------

Transfer to Queue - Add Script ?

Posted By Drew Vance 05-06-2022 12:28
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Hello everyone, We want to start utilizing the following. 1) Transfer an inbound queue to a sales queue 2) While a customer is waiting for a sales agent (listening to hold music) we want it to play a recording after a time duration thanking the customer for holding and then eventually route it to the ...

RE: 8x8 IVR scripts with menu options - any samples with complex menu options to be shared?

Posted By Drew Vance 05-06-2022 12:16
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Hello I don't have any examples of the MENU object but I do have examples utilizing the Get Digit object. I would be happy to share what's working for us.

RE: Report on Calls After Hours

Posted By Drew Vance 05-04-2022 06:21
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Thank you Amye, I just exported the data and filtered it like you said and was able to make a nice pivot table showing the calls after hours. Appreciate the support! ------------------------------ Drew Vance ------------------------------

RE: Report on Calls After Hours

Posted By Drew Vance 05-04-2022 06:18
Found In Egroup: Open Forum \ view thread
Thank you Jessica!! This was super helpful. I was able to export the data this way and then filtered out what I wanted just as Amye explained. I really appreciate your support! ------------------------------ Drew Vance ------------------------------

RE: Report on Calls After Hours

Posted By Drew Vance 05-03-2022 14:25
Found In Egroup: Open Forum \ view thread
8x8 VCC / Contact Center ------------------------------ Drew Vance ------------------------------