Monitor and track SMS interaction metrics
8x8 Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. supervisors can monitor traffic in chat queues, which handle SMS interactions. From the SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console, go to Menu > Monitoring. Under 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. Monitoring, check out the number of interactions entered, accepted, rejected, or abandoned by an agent for each queue, including the chat queue that processes SMS interactions. This data is available in real time, for the past 30 minutes, and for the day.
In the 8x8 Contact Center Analytics application, you can track historical data for SMS interactions based on queues and agents.
- In the Queue dashboard: Select a specific chat queue for SMS interactions and track the number of interactions entered, accepted, or abandoned in the queue.
- In the AgentAgents use the Agent Console to view and manage customer interactions. 8x8 Contact Center supports Regular agents and Supervisor agents. Performance dashboard: Select a specific chat queue for SMS interactions and track the number of interactions offered, accepted, or rejected by each agent serving the queue.