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Customer Experience Overview

Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. Customer Experience is a streaming analytics application which provides contact center managers and supervisors real-time detailed view of their caller's experience once the call enters the contact center instance. Customer Experience provides detailed and aggregate view of all call interactions to and from the contact center instance.

Customer Experience is designed to be utilized as an analysis tool to optimize IVR designs, call routing rules and agent performance, resulting in improved business services and a positive customer experience with the contact center. It focuses on the call's end-to-end journey, helping to understand the need for IVR design change or further agent training. It also helps us assess agent performance. The path the caller takes (along with their selections) is recorded and available for supervisors. The contact center supervisor can review and assess the details of an individual call, or the calls coming to an agent.

To see the full functionality of this feature, you need to have supervisor rights. A supervisor can launch 8x8 Customer Experience from SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console, eliminating the need for a separate login.

Features

Use Case

The Recent Calls functionality of Customer Experience helps supervisors answer questions such as:

Log In

To access Customer Experience in Virtual Contact Center:

  1. Log in to Supervisor Console.
  2. Click the Application Selector in the Control Panel.
  3. Select Customer Experience.
    The dashboard launches in a separate browser window.
  4. Use the top navigation menu to access the following dashboards:

 


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