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.
To track the number of transfers:
- In Customer Experience,
click toopen Recent Calls.
- Under Call section, select Inbound for Call Type.
- Under Call section, select Transfer Count and enter other range of transfers.
- 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:
|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.|
|Short inbound calls||Filter inbound calls with call duration of 0-30 seconds. It helps agents to call back the customers they lost connection with or did not finish speaking to.|
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:
- In the Customer Experience dashboard, click to open Recent Calls.
- Click the Column Settings at the right-top corner of Recent Calls.
- Select the desired settings or Select All.
The following information can be viewed in Recent Calls: