Report on direct agent calls

The agents are now offered post-processing time for direct agent calls. 8x8 Contact Center supervisors can track direct DAR/DAA calls through the Detailed Transactions Activity report.

To generate the Detailed Transactions Activity report:

  1. In 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., select Report from the menu.
  2. Generate a report using the existing reporting template.
  3. Select New Report on the top right corner.
  4. Select Detailed Transaction Activity master report from the list.
  5. Click Next.
  6. Enter the desired data and time range.
  7. Click Selection Window and select the desired queues.
  8. Select Save and Run.
    A new report generates and opens in Excel. Look under Type to find DAR/DAA or direct agent calls.