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David Maxelon

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

Posted By David Maxelon 05-01-2024 01:55
Found In Community: Open Forum \ view thread
Agent name is showing in the filter - you may want to remove that (unless a test agent...) The system doesn't seem to be very good at updating the supervisor, but I see that's an old evaluation - if you do a new one does it show the new supervisor?

RE: Looking for automation opportunities with user onboarding / offboarding. Has anyone else had success implementing automation?

Posted By David Maxelon 04-15-2024 01:16
Found In Egroup: Open Forum \ view thread
8x8 are building their own onboarding tool with templates for all kinds of users and they'll be making it work with SSO's so that it can be automated. They're only at the design consultation stage at the moment but if you speak to your 8x8 rep they should be able to involve you. ------------------------------ ...

RE: Speech & Transcript

Posted By David Maxelon 03-20-2024 02:13
Found In Egroup: Open Forum \ view thread
Hate to make this a UK thread (I don't really) but it's currently bad for East London accents too. At one of the London roadshows when it was asked about they said they were going to replace the transcription engine with Whisper; and they're already using Whisper for PCS transcription so it seems like ...

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

Posted By David Maxelon 03-06-2024 01:12
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I have an agent on auto answer (persistent connection) and we've had no complaints about queue whisper; I just checked a couple of call recordings and they sound okay - I can't test properly with this user but you may want to experiment further yourself... ------------------------------ David ---- ...

RE: Post call survey - Audio clips

Posted By David Maxelon 02-26-2024 01:15
Found In Egroup: Open Forum \ view thread
Yeah it's not in the most obvious place but when you click on "Say text" You get the option to change it ------------------------------ David ------------------------------

RE: 8x8 CoPilot/Assistance

Posted By David Maxelon 02-20-2024 02:30
Found In Egroup: Open Forum \ view thread
FYI I found this hidden on Awaken's website which you may find helpful - https://docs.awaken.io/ia/core/integration___awaken_copilot.html ------------------------------ David ------------------------------

RE: 8x8 CoPilot/Assistance

Posted By David Maxelon 02-16-2024 02:10
Found In Egroup: Open Forum \ view thread
We're planning on doing something similar in a year or two; due to various reasons we plan on sticking with 8x8's ICA partner - Cognigy as they seem to be able to provide something that looks like it will do the job. I'm not going to bet that they're the best to achieve the result though --------- ...

RE: Can IVR detect repeat callers?

Posted By David Maxelon 02-12-2024 08:28
Found In Egroup: Open Forum \ view thread
I've tried something similar with no effect ( we don't actually use 8x8 CRM as intended...) When a call comes in I would check a profile picklist from the IVR, then play spam if default and update picklist to a new value so on subsequent visits check that field and if we've already spammed them we ...

RE: Difficulty accessing 8x8 support?

Posted By David Maxelon 02-01-2024 01:54
Found In Egroup: Open Forum \ view thread
Yup! They're obviously struggling - one case logged on the 22nd January still outstanding... got this "fun" update I hope this finds you well. We at 8x8 would like to express our heartfelt gratitude for your unwavering trust in 8x8 Support as your trusted partner in resolving any challenges you encounter. ...

RE: Does anyone have any recommendations for in queue (royalty free) music providers?

Posted By David Maxelon 01-05-2024 06:12
Found In Egroup: Open Forum \ view thread
that's perfect for a first try - thank you! ------------------------------ David ------------------------------

RE: Does 8x8 actually care about bugs?

Posted By David Maxelon 01-05-2024 00:58
Found In Egroup: Open Forum \ view thread
Hah! The only bugs I report now are P1's; my colleagues keep trying but it's definitely a last resort when a workaround can be found. I suspect this one isn't high priority as they're moving over to the new VCC admin "this year" and switching the last bits over to microservices. They say that once ...

RE: Dialer Screen pop

Posted By David Maxelon 01-04-2024 08:01
Found In Egroup: Open Forum \ view thread
We've implemented our VCC with Freshdesk; I'm assuming you're talking about this implementation: https://docs.8x8.com/8x8WebHelp/virtual-contact-center-for-zoho-agent/Content/zoho/get-started.htm We had a little trouble as the integration kept resetting itself (we had been using a dodgy URL) and ...

RE: Quality Management > Evaluations for In Progress Calls?

Posted By David Maxelon 01-04-2024 05:18
Found In Egroup: Open Forum \ view thread
We don't use it any more so I'm a bit rusty, but yeah you can't change the "interaction details" - you can change all the answers in the survey and you can delete the interaction though ------------------------------ David ------------------------------

Does anyone have any recommendations for in queue (royalty free) music providers?

Posted By David Maxelon 01-04-2024 03:32
Found In Egroup: Open Forum \ view thread
Our customers have had enough of 8x8's default! Unfortunately we've had quite a lot of wait time and with budget cuts it's not likely that will change... There's a lot out there and it's a bit overwhelming - plus none of our team enjoy listening to "deliberately bad" music. Ps. - It's an actual ...

RE: PCS Voice Comment Transcription

Posted By David Maxelon 01-04-2024 03:24
Found In Egroup: Open Forum \ view thread
Happy new year! I see what you mean, that does seem like it would work I haven't actually investigated this api myself yet, will see if can put some time to it. Not directly helpful but we only record comments if a customer opts in - makes it a bit more effort for customers but it means the recordings ...

RE: Internal Caller ID

Posted By David Maxelon 01-03-2024 01:46
Found In Egroup: Open Forum \ view thread
I haven't tested this but in theory you could use outbound codes, you'd have your usual codes (e.g. for customers) where you set the calling line identifier as the default outbound line (the one you want customers to see) Then you add a code for internal calls and set the Calling line identifier as ...

RE: PCS Voice Comment Transcription

Posted By David Maxelon 01-03-2024 01:16
Found In Egroup: Open Forum \ view thread
I imagine there'd be a way to do this in pbi as you can pick out the field and then filter by length; but I'm guessing you want to filter it before it goes into a data warehouse so I'm out (unless you could do that as part of the import tool...) ------------------------------ David --------------- ...

RE: Quality Management > Evaluations for In Progress Calls?

Posted By David Maxelon 01-03-2024 01:12
Found In Egroup: Open Forum \ view thread
We used a simplified copy of our QM form for this - if you chose template type = other then it's not tied to an interaction and can complete it whenever you need it. Obvious problem with that is that it's not tied to the interaction; we just added the ID in a note - not ideal ------------------------------ ...

RE: Holiday Exceptions

Posted By David Maxelon 12-22-2023 01:21
Found In Egroup: Open Forum \ view thread
I'd love to be able to link it to an outlook calendar so that I could do that, allow anyone to view it and have recurring bookings etc ------------------------------ David ------------------------------

RE: PowerBI / PowerQuery with 8x8 APIs

Posted By David Maxelon 12-15-2023 01:11
Found In Egroup: Open Forum \ view thread
I only have a rough POC in PBI but happy to show my progress so far; lbbdtoken: let url = "https://api.8x8.com/oauth/v2/token", clientId = "client id", secret = "secret", base64Encoded = Binary.ToText(Text.ToBinary(clientId & ":" & secret), BinaryEncoding.Base64), headers = [ #"Content-Type" ...