What's new in the Customer Experience 2.3.0 Release for Agents?

In 8x8 Contact Center, the new Customer Experience release introduces the capability to generate reports for digital channel interactions.

Introducing the Digital Channels report

In this release of Customer Experience, you can access reports for digital channel interactions. The Digital Channels report expands the existing capabilities to report Voice media by introducing analytics for the following digital channels:

  • Chat
    • Chat API
    • Facebook
    • SMS
    • Twitter
    • Web Chat
    • WhatsApp
  • Email

Additionally, the report offers a graphical view of the complete digital interaction journey from the time it enters the contact center until the time the interaction is terminated.

Limitations

The Digital Channels report is not available at this time for 8x8 Contact Center Classic (not Unified login) users.
This feature will be available to Canada users later this year.

Ability to access Digital Channels interaction data

To access Digital Channels, click from the top left-hand side of the Customer Experience application.

Access restrictions to Digital Channels reports

As an agent, you can only view and generate reports for your digital channel interactions.

Ability to filter digital channel interactions

Let's say you handled a high volume of WhatsApp interactions this week and you would like to communicate to your supervisor the exact number of interactions received. To see the exact number of WhatsApp interactions you received, access the Digital Channels report, select the date range, and from the Media Type filter select WhatsApp. You can preview the interaction journey for each digital interaction, and download the report locally for easy access and sharing.

For more information on the available filters for digital channel interactions, click here.

Ability to customize the Digital Channels report table

The Digital Channels report table can be easily customized to suit your needs. Go to Customize table to hide the metrics you want to exclude from your report, rearrange the columns, or lock their position to prevent the columns from moving when scrolling the page. For more information on customizing reports for digital interactions, see Customize the Digital Channels report table.

Ability to view the interaction flow

To have a better understanding of all the events that took place during a digital interaction, you can access a visual representation diagram that shows the end-to-end journey of the interaction. To find out more about interaction flows, click here.

Ability to view the Interaction Time Breakdown - Pie chart

Let’s say you want to view the exact handling time for one of your WhatsApp interactions without spending too much time looking at the interaction flow. You can easily view the handling statistics in the Interaction Time Breakdown section. To learn more about the metrics illustrated in the pie chart, click here.

Ability to view the interaction timeline

From the interaction timeline section, you can see the exact time an event occurred. To find out more about its functionality, click here.

Digital Channels report glossary

To access the Digital Channels report glossary, click here.

What's new in the Customer Experience 2.0.1 Release for Agents?

In 8x8 Contact Center, the new Customer Experience release introduces key enhancements based on customer feedback. These improvements include changes to the user interface and some new capabilities.

Note: UK users are able to access this functionality on Customer Experience 1.6.11 release.

Ability to access call recordings in Quality Management from the call flow diagram

Users can now open the recording of a call or voicemail in QMSA from the Customer Experience Call Flow diagram. Once you access the recording, you can see the details such as agent name, number dialed and more. You can listen to the recording or export the interaction. In prior releases, access to recording in QMSA was not available though 8x8 Customer Experience.

Note: The new feature is available for calls and voicemail interactions. All users are provided with a link to the recording, but only those with the QMSA subscription and proper permissions can access the recording. Users without the QMSA subscription, will see a message for their permission.

Note: If the recording is in the cold storage, or the storage is expired, the actual recording will not show up in the call flow diagram. To find out if your recording is in cold storage, how to access and retrieve your call recordings, see our documentation in storage and retrieval.

Note: For the recordings that are in the cold storage or the storage is expired, the actual recording will not show up in QMSA. For the expired storage, the metadata is also deleted and is not available to the users.

For details, see how to access call recordings from the call flow diagram.

Ability to navigate between Customer Experience and QMSA

There is no direct access from 8x8 Customer Experience to QMSA. The access is however only through the Go to recording button in the call flow diagram of 8x8 Customer Experience. You cannot see the recording if you do not have a QMSA subscription or the right permissions for your account.

If the user has a subscription but there is no recording available for that call, no call recording will show up in the QMSA.

For details, see how to navigate between Customer Experience and QMSA from the call flow diagram.