Access report for outbound sms messages
As a 8x8 Contact Center supervisor, you can generate a report to track agent initiated SMS interactions with customers.
Note: This feature enhancement is currently in limited availability.
To generate the report:
- From the menu, go to Detailed Reports.
- Select Interactions from the list.
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In the Search or filter field, specify an exact match for the following filters:
- For Media Type, select Chat
- For Chat Type, select SMS
- For Direction, select Outbound
- Click Search to update the report with your selections.
An agent can send an SMS message to a customer during an active interaction. For example, while on a call with a customer, an agent can send out an SMS message to confirm an order. These outbound SMS messages are reflected in the Interactions Detailed report.
To view the report:
- From the menu, go to Detailed Reports.
- Select Interactions from the list.
-
In the Search or filter field, specify an exact match for the following filters:
- For Media Type, select Phone
- For Direction, select Inbound
- For Outcome, select Outbound SMS Sent
- Click Search to update the report with your selections.
