Access Recent Calls

With 8x8 Contact Center Customer Experience, agents can filter by channel, queue, agent, time, etc. to get a detailed view of their recent calls. They can answer questions such as the type and direction of the call, who answered the call, how long the call remained in the queue, whether the call was transferred, hung up by caller, agent or the system, how long the call was on hold, caller's phone number, name, and much more.

Example: transferred calls

Transfer count shows the number of times the calls has been transferred to another agent or queue. The following steps show how to achieve such results:

To track the number of transfers:

  1. In Customer Experience, open Recent Calls.
  2. Under Call section, select Inbound for Call Type.
  3. Under Call section, select Transfer Count and enter other range of transfers.
  4. Click Submit.
    The results appear in the right panel, showing the calls with number of transfers within the range. Other examples of searching the recent calls are shown in the following table:

Use cases

As a contact center agent, you can find:

Use Case Description
Repeated Calls Count Find out if the incoming calls are legitimate coming from real customers, or they are machine-generated spam calls made from the same telephone number. Spam calls can affect the productivity of the agents and increase unnecessary work load, not to mention the impact on branding or social image of your company.
Calls that are hung up by the agent View if the calls are hung up by the customer or the agent.
Calls that are rejected by the agent View the calls that are rejected by the agent, to determine the agent's performance.
Agents who have performed verification calls 8x8 Contact Center requires agents to perform verification calls in the agent application. If an agent forgets to complete this requirement before their first live call, the agent's phone may not work properly as a 8x8 Contact Center agent workplace phone to receive calls.
Calls that are put on hold View number of times a call was put on hold. An agent who puts a call on hold more than two or three times may require additional training. The length of the hold time is also used to track agent performance.
Calls that are transferred

View number of times a call was transferred. An agent who transfers too many times may require additional training. It can also indicate an issue with the IVR if calls are not routed to the right agents. See the example for transferred calls.

The type of call transfer View the type of transfer such as calls transferred to a queue or another agent.
The amount of time calls waited in queue Find out how long the calls have waited in the queue.
The number of times agents put themselves on mute View the number of times agents put themselves on mute during a call. Excessive mute counts may be an indicator to research root cause of behavior.

Change Column Settings

You can change the Column Settings under Recent Calls to control the type of information you can see in the search results. Turn off or on the check boxes in the Column Settings at the right-top corner of Recent Calls to select call duration, call date, time in IVR, total hold duration, and much more.

To change the column settings in Recent Calls:

  1. In the Customer Experience dashboard, click to open Recent Calls.
  2. Click the Column Settings at the right-top corner of Recent Calls.
  3. Select the desired settings or Select All.

The following information can be viewed in Recent Calls:

Settings Description
Column Settings
  • Abandon Time: Shows the duration from the time the call enters the queue until the caller hangs up before speaking to an agent.
  • Agents: Shows the agent who received or rejected the call, or was unable to answer it.
  • Call Date: Shows the date the call was made. You can sort the column by call date.
  • Call Direction: Shows the direction of calls such as Inbound or Outbound.
  • Call Duration: Shows the duration of the call in hours, minutes, seconds, and milliseconds (HH:MM:SS.MS).
  • Call Start Time: Shows the start time of the call in HH:MM:SS. You can sort the column by date, but not by time.
  • Call Type: Shows the type of calls such as Queued, No QueueClosedA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded., Verification, etc.
  • Caller Name: Shows the caller's name or number as it is presented to 8x8 by the caller's phone carrier.
  • Caller Phone Number: Shows the caller's phone number.
  • Destination Number: Shows the destination number such as web callback.
  • Dialed Phone Number: Shows the phone number the call has been made to or from.
  • Hangup By: Shows the party who disconnected the call, such as agent, customer, or system.
  • Hold Count: Shows the number of times the call was put on hold.
  • Max Hold Duration: Shows the longest hold time for each call.
  • Mute Count: Shows the number of times an agent has muted a customer.
  • Queues: Shows the queue name the call was put into.
  • Time in IVR: Shows the amount of time the call was in IVR in hours, minutes, seconds, and milliseconds.
  • Total Hold Duration: Shows the total hold duration for each call if a call was placed on hold.
  • Transaction ID: A unique ID assigned to each interaction that enters 8x8 Contact Center.
  • Wait Time In Queue: Shows the wait duration before the caller speaks to an agent.

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