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Drew Vance

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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? ...
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 ...
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 -------------- ...
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 ------------------------------
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 ------------------------------
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 ...
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.
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 ------------------------------
Posted By Drew Vance 05-04-2022 06:18
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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 ------------------------------
Posted By Drew Vance 05-03-2022 14:25
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8x8 VCC / Contact Center ------------------------------ Drew Vance ------------------------------
Posted By Drew Vance 05-03-2022 07:18
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Hello everyone, I am struggling trying to find a report that would show us how many calls we receive after hours. I try running reports with the Queue Interactions Summary and there is no data from for example midnight to 7AM when our phones open. We have voicemails turned off so anyone who calls after ...
Posted By Drew Vance 04-28-2022 09:09
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This looks like it would work. We have no data though. I find it hard to believe that there were no calls
Posted By Drew Vance 04-28-2022 08:16
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(Virtual Contact Center) Hello everyone, I am struggling trying to find a report that would show us how many calls we receive after hours. I try running reports with the Queue Interactions Summary and there is no data from for example midnight to 7AM when our phones open. We have voicemails turned off ...
Posted By Drew Vance 04-13-2022 12:34
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Thank you Mark and Christine, I was beginning to think I was crazy. It's nice to hear we are not the only ones experiencing this headache. We also hope 8x8 can offer some solution or at least acknowledge the issue and add it to the road map of bug fixes / improvements. ------------------------------ ...
Posted By Drew Vance 03-29-2022 07:41
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Hello Does anyone else have their end user reporting that every now and then the answer box does not appear? Its an issue we've dealt with for a while now and every time we open a ticket there is no proof or way to troubleshoot since it will happen once or twice and then start working again. ...
Posted By Drew Vance 03-28-2022 12:49
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Hi Dan, We monitor on the status code report their different status codes. So not specifically their busy time but we measure how long they were in lunch, how long they were in break, how long they were in outbound call status, how long they were in computer issue status. Things like that.. The ...
Posted By Drew Vance 03-28-2022 12:36
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Hi Dan If your currently using the 8x8 Contact Center we have several reports we use. The best reports we use to measure the inbound call queue agents are the Agent Interactions / Summary; Agent Interactions / Call Details; Agent Status / By Status Code. ------------------------------ Drew ...
Posted By Drew Vance 02-22-2022 05:08
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Hello 8x8 community, Does anyone know where I can find the information for our API Key / Subaccount ID? We currently use the 8x8 VCC as well as the work desktop. I am trying to work with our marketing department to connect 8x8 to our Zapier account. Thank you and have a great day everyone!
Posted By Drew Vance 01-14-2022 05:15
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Thanks Lisa! I started utilizing the abandoned report and it is great to see the Short abandoned vs the regular ones. ------------------------------ Drew Vance ------------------------------
Posted By Drew Vance 01-07-2022 08:21
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Hi everyone, One of our biggest issues with the 8x8 system so far is how it reports some calls. For example a customer dials into our incoming call queues. They sit on hold until an agent is available. Once they agent is available the call then starts ringing for the customer and the agent has ...