The following features and enhancements were introduced in the previous versions of 8x8 Contact Center Customer Experience:
- Ability to generate reports for your timezone: You can now generate reports for your local timezone. With a custom timezone, users can report on activities generated during their local business hours, independent of the timezone of the PBX or telephone system. When you select a new timezone, the results are re-queried and presented based on data collected during that specific timezone. The timezone changes are also reflected in and reports. For details, see our content on access and download recent files.
Use case: Let’s say Bob, a site supervisor for Acme Lumber’s Denver office, needs to include relevant call and survey data for his team in his weekly status report. Acme Lumber is located on Spokane, Washington and the report defaults to US/Pacific time. Using the custom timezone feature, his results will report all calls that occurred during the business hours of his local team.
Ability to protect sensitive customer data: We can now enable 8x8 users to better secure their sensitive customer data such as credit card payment for when both agent and customer are on a call. This integration is compliant with the Payment Card Industry Data Security Standard (PCI DSS). The Dual Tone Multi Frequency (DTMF) from the customer keypad is passed to PCI Pal directly, bypassing the contact center agent and masking the keypad audible and visible input.
In Customer Experience:
- The DTMF notice appears on the lower right corner of the Call Flow window, whenever the call flow contains Forward to External Number, Forward to External IVR, or when a digit pressed event is present.
- The DTMF notice in the lower right corner of the call flow window informs agents that the number is blacklisted to avoid capturing the sensitive data.
The blacklisted numbers are stored but not available on DTMF reports. The call recording is automatically turned off for the blacklisted numbers. For details about call flow, see our content on access call flow.
Use case: Let’s say Susan, the VP of AAA Health Care, wants to make sure that sensitive customer data entered via keypad during a call to her company, and/or any call recordings, can be prevented from exposure to company employees. Susan contacts her 8x8 representative and provides a list of every incoming phone number for which she would like 8x8 to not report DTMF tones. Future calls from that number will no longer report DTMF codes. Moreover, the subsequent calls to that number will not be recorded.
- Ability to download survey's voice comments: In Post Call Survey, users can download multiple voice comments for a given survey question. Prior to this release, only the first voice comment was available. For details, see our content on how to download survey callers voice comments in our Post Call Survey guide.
The new Customer Experience release introduces key enhancements based on customers 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.
- Improved usability in IVR Metrics: We have made the following enhancements in IVR Metrics:
- 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 file name 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.
- 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.
- 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 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Involved and No QueueA 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. Involved. The filters appear under TenantYour unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting. > 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 the call.