Who should take this course?
Supervisors responsible for defining and reporting Contact Center analytics.
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.
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
- Getting Started
- Real time Widgets
- Historical Widgets
- Share a Wallboard
- Custom Metrics
- Report Templates
- Customize and schedule a report
Frequently Asked Questions
I am new to 8x8. How do I get training?
The 8x8 University offers both fee-based training for end users and administrators, and free online training for selected products. If you wish to enroll in fee-based training and training was not included on your sales order, contact your sales representative or email firstname.lastname@example.org.
What is virtual, instructor-led training (VILT)?
VILT classes are led live by an 8x8 instructor and delivered virtually, via computer and audio connection.
What are the technical requirements to attend a virtual, instructor-led training class?
Participants need a computer, audio connection (headset), internet access, and the ability to connect to the web meeting.
How can I enroll in classes?
What is open enrollment?
An open enrollment class is open to participants regardless of their company affiliation.
I have more than one Admin that needs training – can I have them all sit in a conference room to attend the training?
No, all training is on a per-person/per-seat basis. If you have additional colleagues that need to attend, please work with your sales representative to purchase additional seats.
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?
Sessions and consultation calls must be booked within six months from the date of the order placed with 8x8.