Overview

8x8 Virtual Contact Center now offers extensive historical data that helps contact center supervisors and managers to understand the performance of agents and queues in contact center.

VCC Analytics — Real-Time Dashboard is a web-based tool that provides enterprise-level analytics and democratization of information that can be used to make highly-informed business decisions. This suite of services delivers easy-to-use, customizable, and rapid insights into the historical and real-time information associated with contact center agents, queues, and channels. Granular details are available from a highly scalable data platform, and can be viewed in a graphical or tabular format on any device. The reports can also be exported into Excel or CSV for further evaluation and archiving.

8x8 VCC Analytics — Real-Time Dashboard is a new-generation tool that extracts raw contact center metrics and presents data in easily comprehensible visual charts.

Features

• Access user-friendly dashboards with company-wide, department, or agent-level performance metrics at your fingertips.
• Get vital canned and ad-hoc reports on desktop as well as mobile devices.
• Create custom reports and apply custom filters to extract desired data.
• Export report data to CSV or Excel for further evaluation and archiving.
• Schedule to run custom reports periodically and send automatic notification to the desired individuals.
• Offer workgroup managers the ability to monitor contact center traffic and adjust workforce efforts.
• Allow managers to monitor agent performance.

Important: 8x8 VCC Analytics — Real-Time Dashboard coexists with the legacy reporting engine accessed from Agent Console. The detailed reporting is currently available in the legacy engine.

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