As a contact center supervisor, you may need to assess the performance of your agents, view their status data, as well as understand the call traffic into queues. Do you want to drill down their activity history monthly, weekly, and hourly to understand and address any challenges? What’s the number of phone calls offered, accepted, rejected, abandoned by an agent? What’s the average handling time of calls this past hour?
8x8 Analytics for Contact Center offers an entire suite of historical reports for agent interactions, agent status, and queue interactions provide rich historical data. Whether you want to learn about the agent performance this past week or assess the call traffic to queues including the number of calls entered, answered, abandoned, and more, simply tap these historical report templates, customize them, and make insightful business decisions with the data received.
You now have the ability to select templates from one of the following three report categories and to configure them to meet your business needs.
Check out the glossary for historical reports. Please note the known limitations of historical reports in this release.
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