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 8x8 Analytics for Contact Centre - Outbound / transferred interactions

Lisa Sorrie's profile image
Lisa Sorrie posted 02-28-2024 00:43

Hello,

We are trying to retrieve data on how many emails have been transferred from one 8x8 email queue to an Outlook inbox. Has anyone managed this? and if so what 8x8 Analytics report did you use to get this information?

We've tried filtering reports by 'destination' and adding the relevant email address there but it doesn't seem to work, we can only see 'destination' for outbound calls. 

Any suggestions gratefully received :) 

Many Thanks!  

Ben Fischer's profile image
Level 2 Contributor Ben Fischer posted 02-29-2024 13:15

Hi Lisa,

We've been onboarding departments to use email channels in 8x8. We use CC Analytics to determine inbound emails and have to use Case Reports in VCC to determine Closes and Agent Workload. 

The Agent who accepts the email interaction is not necessarily the one who actions or closes it. 

What do you mean by transferring from an 8x8 email queue to an outlook inbox? Are you opening the interaction and forwarding to an email account? 

Lisa Sorrie's profile image
Lisa Sorrie posted 03-04-2024 03:02

@Ben Fischer
Hi Ben, Thanks for coming back on this one. 

Yes we are opening the email interaction in 8x8 then forwarding into a wider teams Outlook inbox. Trying to see if we can capture the transfer destination in the same way we can for outbound calls made in 8x8.

Many Thanks, 

Ben Fischer's profile image
Level 2 Contributor Ben Fischer posted 03-04-2024 12:51

Oh dear, you are right. Massive oversight by me.

Outbound emails cannot be searched in VCC > Case Report. They are not interactions so don't show in Customer Experience > Digital Channels or Quality > Interactions. Awkward.

We are adding all our email channels as SMTP Servers (Config Manager > Security). When an email is sent using the SMTP instead of VCC Internal, the email also appears in the Sent Items for the email account which is pretty handy. We will have to use that for searching outbound emails. 

Not being able to search for or report on outbound emails from VCC is pretty dangerous imo.

Dawn Guthrie's profile image
Dawn Guthrie posted 03-05-2024 00:55

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 outgoing mail, so no way to check what advisors are sending to customers without going in to each original email and checking for a reply. In the 20 years I've been admin for our phone systems this is the worst one for tracking email interactions. I have our IT looking in to setting it up to use our SMTP servers to see what we can get with that.