What's New in the Customer Experience 2.0.1 Release for Supervisors?

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 filter deleted queues and agents from the call reports

You can now filter in and out the deleted queues and agents from the Recent Calls report in 8x8 Contact Center Customer Experience. By default, the deleted queues and agents are excluded from the new call reports. When you include the deleted queues and agents in the report, the total number of recent calls may increase but it does not indicate which agent or queue has been deleted. The deleted queues and agents show up on the drop-down list on the left window.

Prior to this release the deleted queues and agents were included in the report. The new release allows users to exclude them from the report. For details, see our instruction on how to filter the deleted queues and agents.

Note: For the brand new users who do not have a saved filter. The deleted agents and queues are included in their existing reports.

Note: The ability to filter the deleted agents and queues is only visible via the user interface. API is not affected by this change.

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.