8x8 Contact Center

Analytics

Set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards in this self-paced course.

8x8 Contact Center

Analytics

Set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards in this self-paced course.

8x8 Contact Center

Analytics

Set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards in this self-paced course.

8x8 Contact Center

Analytics

Set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards in this self-paced course.

Who should take this course?

Supervisors responsible for defining and reporting Contact Center analytics.

Course Overview

This self-paced Contact Center Analytics course provides information on how to view and set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards.

Course Outcomes

At the end of this course, students will be able to:

  • Quickly identify trends in how you are serving your customers with at-a-glance visualizations
  • Filter out noise and focus on the things that are impacting your customers’ experiences
  • Identify high-performing agents and those who need coaching or assistance
  • Detect performance anomalies to catch issues before they become widespread
  • Stay on top of your team’s performance, no matter where they are

Course Topics

  • Getting Started
  • Real time Widgets
  • Historical Widgets
  • Dashboards
  • Share a Wallboard
  • Thresholds
  • Custom Metrics
  • Report Templates
  • Customize and schedule a report

Frequently Asked Questions

I am new to 8x8. How do I get training?

What is virtual, instructor-led training (VILT)?

What are the technical requirements to attend a virtual, instructor-led training class?

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What is open enrollment?

I have more than one Admin that needs training – can I have them all sit in a conference room to attend the training?

How long will access be available for courses purchased?

What is the maximum time period available to schedule remote training sessions or Adoption Kit consultation calls?

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1-866-879-8647


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