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 VCC call monitoring audit report

Dawn Guthrie's profile image
Dawn Guthrie 8x8 User posted 07-12-2024 07:12

has anyone found a way to report on how many calls a supervisor in VCC monitors for a specific time period?

We have targets for supervisors call monitoring staff and not all are evaluated so want to be able to run an audit on how many they listen to. It would also be helpful for staff in training who are set up to monitor services they are learning so we know they are getting enough calls to listen too.

When Customer Experience was still in use we could find this by search for calls the supervisor was attached too, but since reports on recent calls have moved to analytics the supervisor no longer shows as a participant in the call  ( can still be seen monitoring in the call journey map)

Alina Maxim's profile image
Alina Maxim posted 07-12-2024 08:14

Hello Dawn!

I recommend you check out the 8x8 Quality Management tool, which seems to be the right fit for your monitoring needs. I wanted to reach out to your sales representative to ask that you be contacted for a Demo, but we seem to have multiple users with the same name associated with multiple accounts, so I could not be sure which one was yours.

 You can follow this link to get an initial flavor of what this product can do.

Dawn Guthrie's profile image
Dawn Guthrie 8x8 User posted 07-12-2024 08:20

Thanks Alina, we already use the QM and are currently setting up evaluations in there so don't require a demo, but I can't see anywhere within that application that I can run an audit report on call monitoring carried out by supervisors can you point me towards that?

Ben Fischer's profile image
Ben Fischer 8x8 User posted 07-14-2024 23:47

I am using the Evaluations data with PowerBI to show the number of evaluations and the % of calls which have been evaluated out of all calls for that department. It requires an additional calculation but should fit your requirement for already completed calls. 

You are unable to evaluate ongoing calls, which if you could, would be great to get your stats. 

Alina Maxim's profile image
Alina Maxim posted 07-15-2024 09:56
Hello Dawn,
 
in the use case scenario I imagined, monitored inteactions would have resulted in completed evaluations which can enable timely coaching or can later be reviewed for various trends and areas of accomplishment vs. areas of opportunity. In this scenario, of course, # monitorings = # evaluations.
 
Looking into your reply, I see that you utilize monitoring in addition to evaluations. I have confered with product engineering and can confirm that at the present moment, the 8x8 Quality Management tool does not have a specific report to show just monitored calls. This is now raised as an enhancement request.
 
Moving over to Analytics, I also reviewed that front and that exact metric is not included in current reporting, I ensured a separate enhancement request is raised too.
 
I also wanted to thank you for this inquiry; such feedback helps us better understand our customers' needs and drives us to improve and expand our offerings.

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