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RE: Report on "saved as draft" emails

Posted By Dawn Guthrie 04-09-2024 01:11
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yeah, I had a play about with reports and couldn't find any way to track them. I understand its just a draft but effectively they've closed the email without replying and they could be sitting with drafts for months. Our old system allowed this but also had a report for supervisors so you could monitor ...

Report on "saved as draft" emails

Posted By Dawn Guthrie 04-05-2024 08:47
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Does anyone know of any way you can report on email interactions that an agent saves as draft? I've tested saving an email as draft, and can find it as the agent easily to reopen and complete sending, but from a supervisor point of view have no idea how we could keep a check on this to ensure agents ...

RE: Speech & Transcript

Posted By Dawn Guthrie 03-19-2024 07:17
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We've just started looking in to the speech analytics to set some bits up for evaluations and its bit hit and miss with the Scottish accents as well. I think its main issue is the speed we speak, a lot of words end up running together and so the transcript ends up being gibberish. We're setting up some ...

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

Posted By Dawn Guthrie 03-05-2024 00:51
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We have a similar query logged via our support service as we want to be able to run reports on what replies were sent out by advisors for training purposes and were advised yesterday that its not possible to get any sort of report on what replies were sent out if you use the VCC internal settings for ...

RE: Sharing a Dashboard

Posted By Dawn Guthrie 12-19-2023 01:50
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Hi Claire, the user won't appear until they have logged on to the analytics section for the first time.

RE: Post Call Survey - Does anyone get accurate results?

Posted By Dawn Guthrie 10-10-2023 02:17
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We only use the detailed results and export them in to a template created in excel to give us our own charts and overview as the ones on system never match the data. ------------------------------ Dawn Guthrie ------------------------------

Adding a schedule check in queue

Posted By Dawn Guthrie 10-10-2023 02:13
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I'm looking to see how people handle in queue calls when they have an issue with VCC? Currently we activate a schedule when we have initial issues, to stop any more customers joining the queue, and advise them our system is down. This leaves some customers in queue, unless they choose to hang up. I've ...

RE: 400 Bad Request on 8x8 Support pages

Posted By Dawn Guthrie 09-15-2023 01:09
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I get the same message regularly, so regularly that I don't even think and just head straight to clear my cache and start all over again. I've never reported it as we've had issues like this with advisors every so often since the system was installed and all we get told is clear your cache, which does ...

RE: Training / Onboarding Agents (Monitoring)

Posted By Dawn Guthrie 09-12-2023 01:49
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We assign new users as Supervisor in order to let them live listen to calls, but keep records of who is added and check in with departments to ensure we can remove them as soon as complete. We also make sure to restrict their access so they are only set to monitor the queues/ staff group relevant ...

RE: Email Interactions - limiting the number delivered per agent

Posted By Dawn Guthrie 09-12-2023 01:46
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We deal with calls and emails. Originally we only dealt with emails on a "pull" basis, but currently we're trialling "push" for some email queues that are for quicker services. As long as the queue is kept to a minimum this is working for us. We've increased the wrap time on "push" queues and the priority ...

RE: Sound when an email is offered?

Posted By Dawn Guthrie 09-12-2023 01:13
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For anyone else looking for this setting, its on the contact centre agent desktop under "My profile" , Peronalisation, Interaction Sound. :)

RE: Contact Centre: Notes from a call.

Posted By Dawn Guthrie 09-12-2023 01:08
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Thanks Ben, took a look at this as we don't have it enabled. I don't think it was suggested in set up as we don't use the system as our CRM (we have a different set up for that), we simply use the system for call/ email routing. I'm sure it's not many advisors that would use the notes as we have our ...

Contact Centre: Notes from a call.

Posted By Dawn Guthrie 09-05-2023 03:00
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In our current set up we don't use the CRM apart from for email queues, but we noticed that you can add a "Note" on a customers call screen when on the call, if you transfer the call is there any way for the next advisor to see the notes? We've tested but can't see anywhere on screen to see the notes ...

Sound when an email is offered?

Posted By Dawn Guthrie 09-05-2023 02:29
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Quick question, is there any way to enable a sound to notify a contact centre agent when an email is offered to them? Our agents work across multiple systems and if their agent desktop is not at the front when an email attempts to pass to them they are missing them and being placed in to the unavailable ...

Auto Attendants UK , can you direct an option to a public number like NHS 24?

Posted By Dawn Guthrie 08-15-2023 03:51
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We require one of 0300 numbers to redirect out of hours to NHS 24 but the number for dialling this is simply 111, will the call route to the correct place if we add the "route to" as 111? Or is there no way to use that type of number in an AA set up?

Dawn Guthrie

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