Access report for ongoing interactions
As a 8x8 Contact Center supervisor, you can generate a report to view ongoing interactions with customers. You can also generate a report to view an interaction's state in time.
- From the menu, go to Detailed Reports.
- Select Interactions from the list.
- Ensure Show ongoing interactions is selected.
- Click Search to update the report with your selections.
- Scroll to the right of the report and locate the Interaction Duration column. All unfinished interactions will have a
displayed next to the metrics which are still being computed.
In the Interactions Detailed report, you have the ability to monitor the state of an interaction within a specified time interval. As a supervisor, the Show interactions state in time metric allows you to track the various states associated with an interaction. It helps you understand the end-to-end journey of an interaction, while providing greater visibility into your 8x8 Contact Center.
To view an interaction's state in time:
- From the menu, go to Detailed Reports.
- Select Interactions from the list.
- Ensure Show interactions state in time is selected.
- Select a date and time from the list. Click OK.
- Click Search to update the report with your selections.
- Navigate to the Time column to view the status and time an interaction entered a particular state.
In this example, the Interactions Detailed report lists the date and time for interactions that entered the Finished state.
