The following features and enhancements were introduced in the previous versions of 8x8 Contact Center Customer Experience:
This Customer Experience release introduces key enhancements based on customer feedback. These improvements include changes to the user interface and some new capabilities.
- Ability to access the repeated calls count: Have you ever wanted to access data regarding the repeated calls from the same number? How many calls have I received from this caller in the last four hours? Has the caller left a voicemail or dropped the call abruptly? Did an agent respond to these calls and help resolve the issue, or are these spam calls?
We have introduced a new filter in the Recent Calls dashboard which helps in tracking the repeated call count. With this filter, you can track spam calls directed to the contact center, detect the poor response from the call center agents, and find out whether the issue was resolved after the first call. Select Recent Calls > Repeated Calls Count to find out the number of times a call was repeated (coming from the same caller's number) within a specified time. See Customer Experience Guide for more information.
- Improved usability in IVR Metrics: We have made the following enhancements in IVR Metrics. See Customer Experience Guide for more information.
- Show callers actions only: You can filter the IVR metrics based on callers actions only. Let's assume you are only interested in users actions in the IVR, such as calls that are forwarded to queue, or calls that are forwarded to an external number. This option lets you focus on users actions only and detect and resolve the IVR design issues. In IVR Metrics, enable Show Callers Actions Only in the search results.
- Collapse and expand nodes: In IVR metrics, click Expand All to expand the IVR metrics to the last node. It gives you a quick and general view with one click. Click Collapse All to collapse the IVR metrics back to the third parent node.
- Improved searchability of downloaded reports: For easier locating and archiving, today's date and time stamp is appended to all downloaded files such as the Recent Calls summary file (Recent Calls Summary 12-07-2017 13-46-09.xlsx) and image files in Dominant Paths and IVR Metrics (Dominant Paths 12-07-2017 17-37-23.png).
- Ability to download caller's voice comment: In Post Call Survey, you can download the voice comments left by callers during a survey and share for further action. For example, as a supervisor, you can download a given voice comment from a Post Call Survey caller and forward it (as an email attachment) to someone else to take action on it. The filename has the date and time stamp of the time the caller left the message. Go to Post Call Survey > Detailed Responses and click next to a voice comment. You can download the .wav file and share it with the respective party. See Customer Experience Guide for more information.
- Ability to Filter Call Direction and Call type: In Recent Calls, call type is now split into two filters: Call Direction and Call Type for better granularity of data:
- Call Direction: Indicates if a call is inbound or outbound.
- Call Type: Indicates if a call was queued, an agent-to-agent call, routed to an agent directly, made for verification, etc.
See the full list and description of the call types in our Customer Experience Guide.
- Ability to access call details on Dominant Paths: You can click on any node in Dominant Paths to open the slider and view the basic call information of all calls passing through that node. To access more details, click View in Recent Calls. You can filter, add or delete columns, and download the details on Excel or PDF in Recent Calls.
- Ability to access call details on IVR Metrics:: You can not only view the number of calls passing through each node, but access call details with a simple click. In IVR metrics, click any label to open the slider. To filter, add or delete columns, or to download the details on Excel or PDF, click View in Recent Calls.
- Ability to search in Recent Calls: Looking through pages of data is time consuming. You can use the free-text search capability for a quick search on all columns in the current page. The search box is applicable to Recent Calls and Post Call Surveys Detailed Responses tabs.
- Ability to view Mute Counts in Recent Calls: Added a new column setting called Mute Count. It shows the number of times an agent has muted a customer. The ability to count the number of mutes can address the need for Hold and Mute SLA reports, or detect any undesirable behavior by agents who may mute customers to fake one way audio. Agents have the option to put their callers on hold while listening to a music or message instead of mute.
- Access to separated call's date and time data: The date and time appears in two separate columns for easy sorting with the following format: date (MM/DD/YYYY) and time (HH:MM:SS). You can sort the information by date but not time. The new format also appears in the Call Flow, and throughout the application.
- Ability to access completed Post Call Survey data: Use the new filter to find all surveys completed by the customers, including voice comments. The filter offers a better visibility of customer's response and participation. The new filter is in Post Call Survey and under Detailed Responses > Survey Details > Result Totals.
Note: System considers a survey as Completed when customer responds to all questions presented to them.
- Access to a unified date filter across all tabs: A new date filter is introduced in Customer Experience. It presents a unified look across all tabs and enables agents to filter by hour, days, date, and custom which includes time range.
- Improved filtering of Recent Calls: You can filter verification calls, outbound calls that are not routed via queues, and calls abandoned in IVR before entering a queue using the two newly introduced filters: No Agent Involved and No Queue Involved. The filters appear under Tenant > Agents and Tenant > Queues drop-downs. The call center managers can get a report on how many of their incoming calls fail to go to any queues or agents. It helps figure out the caller's behavior, or to verify if the IVR is behaving as designed.
- Ability to access the Pie Chart timing break-down: The Call Flow pie chart shows a call's time break-down. The pie chart is read clock wise and follows the coloring of the legend: IVR Treatment Time, Wait Time in Queue, Hold time, Mute Duration, Handling Time, and Application Processing Time. The Application Processing Time is the total time of a call minus other times spent for IVR treatment, wait time in queue, etc. during a call.
You can collapse or expand the IVR events by clicking + or - next to the IVR icon. Collapsing the IVR events allows the call center managers to focus more on an agent's call interactions in a call flow. The agent(s) name(s) are presented in the Call Timeline along with the customer's name for each leg of call.