8x8 Contact Center
Learn to create dashboards and reports to analyze Contact Center agent and queue performance.
8x8 Analytics for Contact Center is a cloud-based system that analyzes the performance of agents and queues via interactions conducted through a Contact Center.
How to log in to 8x8 Analytics for Contact Center:
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The dashboard in 8x8 Analytics for Contact Center displays both historical and real-time data that allow supervisors to track the performance of the agents or queues. It’s a fully customizable tool that allows users to obtain instant updates on contact center performance and make insightful decisions based on the company's needs.
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You can share dashboards and reports with supervisors and other management executives to help them make decisions. You can give them access to view the reports as well as edit them. Sharing the dashboard on a wallboard can provide better visibility and make sure everyone in the company is working towards the same goal.
How to share a dashboard:
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With the Agent Interactions Reports in 8x8 Analytics for Contact Center, supervisors are able to obtain historical data from the contact center and know how their agents are performing. Understanding the agents’ interactions and call traffic allows you to identify any major changes within the contact center, and therefore make insightful business decisions for your company.
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The Agent Status reports in 8x8 Analytics for Contact Center show you the timeline of your agents' status changes. Supervisors are able to keep track of agents’ activities and identify any unusual activities.
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The detailed report in 8x8 Analytics for Contact Center allows you to gather all the details of an interaction as well as agents’ status. It is a great tool for supervisors to track down abnormal interactions in the contact center and therefore provide additional assistance if needed.
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The queue interactions report in 8x8 Analytics for Contact Center allows users to track their contact center health by following queue specific interactions or metrics. Supervisors are able to track the number of interactions that entered a queue, as well as the number of interactions accepted by agents, rejected, diverted, abandoned by callers, and more.
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With the report sharing feature in 8x8 Analytics for Contact Center, supervisors are able to get constant updates on agents and queues performance in the Contact Center.
How to schedule a report:
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Thresholds will send you alerts on the dashboard when a metric requires further attention or when the system is being overworked. With 8x8 Analytics for Contact Center, you’re able to set thresholds for agent and queue metrics, and receive alerts whenever the metrics reach a limit.
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In addition to the vast quantity of metrics available out-of-the-box in 8x8 Analytics for Contact Center, you can now create custom metrics using existing metrics to derive data critical to your business needs. Simple arithmetic operations of addition, subtraction, multiplication, and division can be applied. You can configure custom metrics for queues, as well as agent performance widgets.
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