Profile

Drew Vance

Contact Details

To make changes to your name go to your 8x8 user profile

My Content

1 to 20 of 37 total

RE: Training / Onboarding Agents (Monitoring)

Posted By Drew Vance 09-14-2023 05:43
Found In Egroup: Open Forum \ view thread
a) We set them up with monitoring permissions and then they can see the agent's screen and hear them working. Remove their access once they are on their own and no longer require it. b) not that I know of, would be a great feature. *Training Mode* ------------------------------ Drew Vance ------ ...

RE: 2 outbound queues on 1 campaign?

Posted By Drew Vance 07-21-2023 08:40
Found In Egroup: Open Forum \ view thread
Thanks Rafael, The goal is to have Sales teams A & B working on the same campaign. Sales teams A & B have their own queues with their own daily automated reports. Their own dashboards. Creating a new queue for this one situation just didn't seem right and I wanted to check before going ...

2 outbound queues on 1 campaign?

Posted By Drew Vance 07-19-2023 06:18
Found In Egroup: Open Forum \ view thread
Hi everyone, We have a campaign of lets say 10,000 records in our CRM. We have 2 queues that need to call these customers. If I create 2 campaigns that aim at the list (because only 1 queue per campaign) will they be dialing the same records or will it only present records to the agents ...

RE: Multiple Issues - Moving away fro Work Desktop back to Hard phones

Posted By Drew Vance 04-12-2023 06:05
Found In Egroup: Open Forum \ view thread
Vcc agents. We have provided many examples to our vendor. The Hard Phones have resolved most issues since implementing them to about 25% of our agent force. Most common issue was the "Could not initialize audio" issue and the 2nd most common issue was a phone call offered in the VCC but never popping ...

RE: Multiple Issues - Moving away fro Work Desktop back to Hard phones

Posted By Drew Vance 04-12-2023 05:22
Found In Egroup: Open Forum \ view thread
Well that is a shame because we thought the Teams integration sounded great on paper! I'm sorry to hear you all experienced that. We were unable to take calls yesterday for a full hour because the Work Desktop outage. That brings us to almost 6 hours of downtime in the last month and a half. Hopefully ...

Multiple Issues - Moving away fro Work Desktop back to Hard phones

Posted By Drew Vance 04-06-2023 14:32
Found In Egroup: Open Forum \ view thread
Has anyone else experienced an increase in issues related to the work desktop app? We work out of the new VCC and use the work desktop app for the calls. We have had dozens of issues the last month and a half that we are switching back to hard phones after working on the 8x8 work app for almost 2 years. ...

Agent Workspace Missing Information

Posted By Drew Vance 02-07-2023 12:33
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Community: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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
Found In Egroup: Open Forum \ view thread
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 ------------------------------