Set up CRM Integration Profiles
CRM Integration Profiles are a powerful tool that lets you easily personalize and fine-tune your 8x8 Work and 8x8 Contact Center CRM Integration. With CRM Integration Profiles, you gain full control over your integration workflows and experiences, allowing you to seamlessly adapt the 8x8 integration to meet your unique business requirements. Customize and configure your 8x8 integration with ease, making it a perfect fit for your organization's needs.
To access CRM Integration Profiles:
- Log in to your 8x8 admin account.
- From My Applications page, click the Admin Console tile. The page launches in a new browser tab.
- From the Home page, select CRM Integration Profiles.
Requirements
- Admin access to 8x8 Admin Console.
Limitations
- CRM Integration Profiles is currently not supported for customers with an 8x8 professional service remix or shareable remix.
- The CRM Integration Profiles settings do not impact users handling email interactions. Voice, SMS, Live Chat, and WhatsApp are supported for all applicable CRMs. WhatsApp and SMS are only available for the integrations with Salesforce and Microsoft Dynamics.
- When enabled, no existing user settings will change state. The introduction of new settings will be in the default state.
Supported CRMs
The CRM Integration Profiles supports the following CRMs:
- 8x8 Contact Center for Salesforce
- 8x8 Work for Salesforce
- 8x8 Contact Center for Microsoft Dynamics
- 8x8 Work for Microsoft Dynamics
- 8x8 Contact Center for Zendesk
- 8x8 Work for Zendesk
- 8x8 Contact Center for NetSuite
- 8x8 Work for NetSuite
- 8x8 Contact Center for Zoho
- 8x8 Work for Zoho
Integration profile types
The CRM Integration Profiles page displays two profile types: default and custom.
Each supported CRM comes with a default profile. Supported default profiles can be edited but not deleted and display the label Default in the Profile type section. When no custom profile is assigned to a user, when they sign into a CRM they will inherit the default settings.
Custom profiles can be edited and deleted. When an agent is assigned to a custom profile that has been deleted, the agent is automatically assigned to a default profile.
To create a new custom profile:
- Log in to 8x8 Admin Console using your admin credentials.
- From the Home page, select CRM Integration Profiles.
- Click Create profile from the top-right corner of the screen.
- Add a unique profile name. You can use numbers, letters, and special characters.
- Select a Profile type from the list of available CRMs.
- Click Create integration profile from the bottom-right side of the screen.
The custom profile page is created and indicates that no users are associated with it.
- Click Assign users.
- In the dialog that displays, search for users by name or select them from the list.
- Click Next from the bottom of the dialog.
- Click Assign users to confirm you are assigning the users to the profile. The Users tab is populated with the agents you assigned to the profile.
Note: The maximum character limit is 50 and the minimum is one. You cannot have multiple profiles with the same name.
Users can be assigned to only one profile (both custom and default) of the same profile type. For example, user A can only be assigned to one Salesforce profile.
Users must refresh their 8x8 integration to inherit the profile settings they have been assigned to.
To assign users to an existing profile:
- From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
- Hover over a profile, and click the Users
icon.
- Click Assign users.
- In the dialog that displays, search for users by name or select them from the list.
- Click Next from the bottom of the dialog.
- Click Assign users to confirm you are assigning the users to the profile. The Users tab is populated with the agents you assigned to the profile.
Users can be assigned to only one profile (both custom and default) of the same profile type. For example, user A can only be assigned to one Salesforce profile.
Users must refresh their 8x8 integration to inherit the profile settings they have been assigned to.
To remove users from a profile:
- From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
- Hover over a profile, and click the Users icon.
- Click
next to the user you wish to remove. You can only remove one user at a time. - Click Remove to confirm the removal.
When removing a user from a custom profile the user will automatically be added to the default profile of the same CRM.
To delete a custom profile:
Note: Only custom profiles can be deleted.
- From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
- Hover over a profile, and click
.
- Click Delete to confirm the deletion.
A confirmation banner displays on the screen to confirm that the profile has been successfully deleted.
Access CRM Integration Profiles settings
As an admin, you can modify the profile settings to tailor the integration to your organization's needs. Depending on how you configure the profile, the end-user can also change some of these settings from the 8x8 Work or 8x8 Contact Center integration app.
The settings options vary depending on the CRM integration profile.
To access the CRM Integration Profiles settings:
- From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
- Hover over a profile, and click
Manage properties.
- From the Properties tab, you can configure:
- The profile name
- The search types
- General settings
- The interaction log
- The screen pop
- Agent permissions
Restore CRM Integration Profiles to default values
As an admin, you can restore the settings of a CRM Integration profile to the system’s default values. This functionality can help simplify the profile management process by quickly restoring default settings, ensuring consistency, aiding troubleshooting, and providing a clean slate for reconfiguration.
To reset CRM Integration Profiles to default settings:
- Go to the CRM Integration Profiles. page and hover over the profile you want to restore to its default settings.
- Click the Manage properties icon.
- Click Restore default values from the bottom right of the screen.
- On the confirmation dialog that displays, click Reset. The settings are restored to default value.
- Click Save from the bottom right of the profile's properties page.
Note: The settings will only be permanently reset once you click Save. If you do not save, the previous settings will remain unchanged.
Overview of Salesforce profile settings
As an admin, you can modify the following settings for your Salesforce integration profile:
| CRM Integration Profiles Settings | Description | Default state |
|---|---|---|
| Search types | ||
| Account | When enabled, the integration searches Salesforce for existing Account records on an inbound or outbound interaction. | Enabled |
| Contact | When enabled, the integration searches Salesforce for existing Contact records on an inbound or outbound interaction. | Enabled |
| Lead | When enabled, the integration searches Salesforce for existing Lead records on an inbound or outbound interaction. | Disabled |
| Opportunity | When enabled, the integration searches Salesforce for existing Opportunity records on an inbound or outbound interaction. | Disabled |
| Case | When enabled, the integration searches Salesforce for existing Case records on an inbound or outbound interaction. | Disabled |
| Screen pop | ||
| Pop a record during an interaction |
This option controls the screen pop behavior while handling multiple concurrent interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays. Note: This feature is for inbound interactions only and Inbound screen pop must be enabled. |
Enabled |
| Outbound screen pop | This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. | Enabled |
| Screen pop first record in list in multi-match | Automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. | Disabled |
| Inbound screen pop |
This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:
When the option is disabled, single-matching records are not displayed for inbound interactions. |
Enabled |
| Interaction log screen pop |
This option automatically pops the newly created interaction log. Note: Auto interaction log must also be enabled to pop the new log automatically. |
Enabled |
| Allow agents to | ||
| Edit settings |
End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Edit search types |
End users can edit the Search types from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Interaction Log | ||
| Auto interaction log |
This option allows the integration to automatically create a Salesforce Task containing a detailed log of interaction data. If Complete is set, then the default Terminated state will apply. If Complete is set and the interaction is abandoned before the Complete state is reached, the interaction log will be created on the default Terminated state. For more information, see the Interaction log screen pop section in this table. |
Enabled with state Terminated selected. |
| Auto Selected Possible Match | Automatically select the latest possible match as the record to associate the interaction to. Possible matches can be viewed during an interaction by clicking the avatar. | Enabled |
| Use Salesforce time zone | Use the selected time zone of your Salesforce instance to log date an time information within the interaction log such as Call answered time. | Enabled |
| Use preferred time zone | Use your preferred time zone to log date and time information within the interaction log such as Call answered time. | Disabled. When enabled, GMT is default. |
| Record creation | ||
| Create a new case |
Automatically display the new case creation screen on interaction Offered or Connected. For outbound SMS and WhatsApp, only the Offered state is supported. If Connected is set and they initiate an outbound SMS no new case will be created. If a case already exists the system will not display the new case creation screen. |
Disabled |
| General | ||
| Auto answer hard phone |
This option allows calls to be automatically answered if the headset supports it. Note: It only applies to the 8x8 Work integration. |
Enabled |
| Add CC Call Recording to Auto Call log | When recording is enabled, this options allows the call recording to be added to the auto interaction log. | Disabled |
Overview of Microsoft Dynamics profile settings
As an admin, you can modify the following settings for your Microsoft Dynamics integration profile:
| CRM Integration Profiles Settings | Description | Default state |
|---|---|---|
| Search types | ||
| Account | When enabled, the integration searches Microsoft Dynamics for existing Account records on an inbound or outbound interaction. | Enabled |
| Contact | When enabled, the integration searches Microsoft Dynamics for existing Contact records on an inbound or outbound interaction. | Enabled |
| Lead | When enabled, the integration searches Microsoft Dynamics for existing Lead records on an inbound or outbound interaction. | Disabled |
| Case | When enabled, the integration searches Microsoft Dynamics for existing Case records on an inbound or outbound interaction. | Disabled |
| Screen pop | ||
| Interaction log screen pop |
This option automatically pops the newly created interaction log. Note: Auto interaction log must be enabled. |
Enabled |
| Screen pop first record in list in multi-match | When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. | Disabled |
| Inbound screen pop |
This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:
When the option is disabled, single-matching records are not displayed for inbound interactions. |
Enabled |
| Outbound screen pop | This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. | Enabled |
| Pop a record during an interaction |
This option controls the screen pop behavior while handling multiple concurrent interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays. Notes: |
Enabled |
| Allow agents to | ||
| Edit settings |
End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Edit search types |
End users can edit the Search types from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Interaction Log | ||
| Auto interaction log |
This option allows the integration to automatically create a Microsoft Dynamics Activity containing a detailed log of interaction data. For the integration with 8x8 Work only the following states are supported: Offered, Connected, and Terminated. If Complete is set, then the default Terminated state will apply. If Complete is set and the interaction is abandoned before the Complete state is reached, the interaction log will be created on the default Terminated state. For more information, see the Interaction log screen pop section in this table. |
Enabled with state Terminated selected. |
| Use Microsoft Dynamics time zone | Use the selected time zone of your Microsoft Dynamics instance to log date and time information within the interaction log such as Call answered time. | Disabled. When enabled, GMT is default. |
| Use preferred time zone | Use your preferred time zone to log date and time information within the interaction log such as Call answered time. | |
| General | ||
| Auto answer hard phone |
This option allows calls to be automatically answered if the headset supports it. Note: It only applies to the 8x8 Work integration. |
Enabled |
| Add CC Call Recording to Auto Call log | When recording is enabled, this options allows the call recording to be added to the auto interaction log. | Disabled |
| Record creation | ||
| Create a new case |
Automatically display the new case creation screen on Interaction offered or connected. For outbound SMS and WhatsApp, only the Offered state is supported. If Connected is set and an outbound SMS is innitiated, no new case will be created. If a case already exists the system will not display the new case creation screen. |
Disabled |
Overview of Zendesk profile settings
As an admin, you can modify the following settings for your Zendesk integration profile:
| CRM Integration Profiles Settings | Description | Default state |
|---|---|---|
| Interaction log | ||
| Auto interaction log |
This option allows the integration to automatically create a Zendesk ticket containing a detailed log of interaction data. For the integration with 8x8 Work only the following states are supported: Offered, Connected, and Terminated. If Complete is set then the default Terminated state will apply. If Complete is set and the interaction is abandoned before the Complete state is reached the interaction log will be created on the default Terminated state. For more information, see the Interaction log screen pop section in this table. |
Enabled with state Terminated selected. |
| Use Zendesk time zone | Use the selected time zone of your Zendesk instance to log date and time information within the interaction log such as Call answered time. | Enabled |
| Use preferred time zone | Use your preferred time zone to log date and time information within the interaction log such as Call answered time. | Disabled. When enabled GMT is default. |
| General | ||
| Auto answer hard phone |
This option allows calls to be automatically answered if the headset supports it. Note: It only applies to the 8x8 Work integration. |
Enabled |
| Ticket Tags | Ticket tags are additional information or interaction outcomes added by users during an interaction. In the Ticket Tags field, enter the names of each ticket tag separated by semicolons. For example, you can define ticket tags for a call as Voicemail; Wrong number; No answer. Once the ticket tag has been created, a new field displays within the Integration allowing users to select an interaction outcome. This information is added to the Interaction log ticket. | No tags set |
| Add CC Call Recording to Auto Call log | When recording is enabled, this options allows the call recording to be added to the auto interaction log. | Disabled |
| Screen pop | ||
| Interaction log screen pop |
This option automatically pops the newly created interaction log. Note: Auto interaction log must be enabled. |
Enabled |
| Screen pop first record in list in multi-match | When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. | Disabled |
| Inbound screen pop |
This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:
When the option is disabled, single-matching records are not displayed for inbound interactions. |
Enabled |
| Outbound screen pop | This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. | Enabled |
| Pop a record during an interaction |
This option controls the screen pop behavior while handling multiple concurrent interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays. Notes: |
Enabled |
| Allow agents to | ||
| Edit settings |
End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
Overview of NetSuite profile settings
As an admin, you can modify the following settings for your NetSuite integration profile:
| CRM Integration Profiles Settings | Description | Default state |
|---|---|---|
| Search Types | ||
| Contact | When enabled, the integration searches NetSuite for existing Contact records on an inbound or outbound interaction. | Enabled |
| Customer | When enabled, the integration searches NetSuite for existing Customer records on an inbound or outbound interaction. | Disabled |
| Lead | When enabled, the integration searches NetSuite for existing Lead records on an inbound or outbound interaction. | Disabled |
| Prospect | When enabled, the integration searches NetSuite for existing Prospect records on an inbound or outbound interaction. | Disabled |
| Employee | When enabled, the integration searches NetSuite for existing Employee records on an inbound or outbound interaction. | Disabled |
| Vendor | When enabled, the integration searches NetSuite for existing Vendor records on an inbound or outbound interaction. | Disabled |
| Partner | When enabled, the integration searches NetSuite for existing Partner records on an inbound or outbound interaction. | Disabled |
| Case | When enabled, the integration searches NetSuite for existing Case records on an inbound or outbound interaction. | Disabled |
| General | ||
| Auto answer hard phone |
This option allows calls to be automatically answered if the headset supports it. Note: It only applies to the 8x8 Work integration. |
Enabled |
| Interaction Outcome Options | Interaction outcome options are additional information or interaction outcomes added by users during an interaction. In the Interaction Outcome Options field, enter the names of each outcome tag separated by semicolons. For example, you can define outcome for a call as Voicemail; Wrong number; No answer. Once Interaction Outcome Options have been created, a new field appears within the integration allowing users to select an interaction outcome. This information is added to the interaction log. | None set |
| Add CC Call Recording to Auto Call log | When recording is enabled, this options allows the call recording to be added to the auto interaction log. | Disabled |
| Allow users to | ||
| Edit settings |
End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Edit search types |
End users can edit the Search types from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Interaction log | ||
| Auto interaction log |
This option allows the integration to automatically create a NetSuite ticket containing a detailed log of interaction data. For the integration with 8x8 Work only the following states are supported: Offered, Connected, and Terminated. If Complete is set then the default Terminated state will apply. If Complete is set and the interaction is abandoned before the Complete state is reached the interaction log will be created on the default Terminated state. For more information, see the Interaction log screen pop section in this table. |
Enabled with state Terminated selected. |
| Use NetSuite time zone | Use the selected time zone of your NetSuite instance to log date and time information within the interaction log such as Call answered time. | Enabled |
| Use preferred time zone | Use your preferred time zone to log date and time information within the interaction log such as Call answered time. | Disabled. When enabled GMT is default. |
| Screen pop | ||
| Interaction history pop | This option allows the system to display the customer history page for inbound and outbound interactions in a single match scenario. | Disabled |
| Inbound screen pop |
This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:
When the option is disabled, single-matching records are not displayed for inbound interactions. |
Enabled |
| Pop a record during an interaction | This option controls the screen pop behavior while handling multiple concurrent inbound interactions. If enabled, during a second interaction, a contact screen pop displays if the call has a single match record. If disabled, during the second call, no contact screen pop displays. | Enabled |
| Outbound screen pop | This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, the matched record automatically displays. If this option is disabled, the matched record doesn't display. | Enabled |
| Pop behavior | This option controls how the screen pop is displayed—in a new tab or a new window. | Tab set as default. |
| Pop interaction log in edit mode |
This option configures whether the interaction log is popped in edit or view mode. Note: Auto Interaction log must be enabled tor this option to work as intended. |
Disabled |
| Screen pop first record in list in multi-match | When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. | Disabled |
Overview of Zoho profile settings
As an admin, you can modify the following settings for your Zoho integration profile:
| CRM Integration Profiles Settings | Description | Default state |
|---|---|---|
| Search Types | ||
| Account | When enabled, the integration searches Zoho for existing Account records on an inbound or outbound interaction. | Enabled |
| Contact | When enabled, the integration searches Zoho for existing Contacts on an inbound or outbound interaction. | Enabled |
| Lead | When enabled, the integration searches Zoho for existing Lead records on an inbound or outbound interaction. | Disabled |
| Vendor | When enabled, the integration searches Zoho for existing Vendor records on an inbound or outbound interaction. | Disabled |
| General | ||
| Auto answer hard phone |
This option allows calls to be automatically answered if the headset supports it. Note: It only applies to the 8x8 Work integration. |
Enabled |
| Add CC Call Recording to Auto Call log | When recording is enabled, this options allows the call recording to be added to the auto interaction log. | Disabled |
| Allow users to | ||
| Edit settings |
End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Edit search types |
End users can edit the Search types from the 8x8 Work or 8x8 Contact Center integration app. Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile. |
Enabled |
| Interaction Log | ||
| Auto interaction log |
This option allows the integration to automatically create an interaction log containing a detailed log of interaction data. For the integration with 8x8 Work only the following states are supported: Offered, Connected, and Terminated. If Complete is set then the default Terminated state will apply. If Complete is set and the interaction is abandoned before the Complete state is reached the interaction log will be created on the default Terminated state. For more information, see the Interaction log screen pop section in this table. |
Enabled with state Terminated selected. |
| Screen pop | ||
| Outbound screen pop | This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. | Enabled |
| Inbound screen pop |
This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:
When the option is disabled, single-matching records are not displayed for inbound interactions. |
|
| Screen pop first record in list in multi-match | When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. | Enabled |
| Interaction log screen pop |
This option automatically pops the newly created interaction log. Note: Auto interaction log must be enabled. |
Enabled |
Interaction log data
The interaction log only includes data based on the settings enabled when the interaction occurred.
Interaction log data available for 8x8 Work voice interactions
The table below outlines the types of information available in the interaction log for 8x8 Work voice interactions:
| Data | Type of information stored | When is it populated | |||
|---|---|---|---|---|---|
| Set as Offered | Set as Connected | Set as Complete | Set as Terminated | ||
| PBX | 8x8 Work or Engage PBX of the user who handled the interaction. | Offered | Connected | Complete | Terminated |
| User Name | 8x8 username of the agent who handled the interaction. | Offered | Connected | Complete | Terminated |
| Call ID | The ID of the interaction. | Offered | Connected | Complete | Terminated |
| Duration of the call | The duration of the call in hours, minutes, and seconds. | Terminated | Terminated | Terminated | Terminated |
| Call answered at | The date and time the call was answered. | Offered | Connected | Complete | Terminated |
| Call ended at | The date and time the call ended. | Terminated | Terminated | Terminated | Terminated |
| Direction | The direction of the interaction—inbound or outbound. | Offered | Connected | Complete | Terminated |
| Caller Name | The name of the matching CRM record (if available). | Offered | Connected | Complete | Terminated |
| Caller Phone | The phone number of the incoming or outgoing interaction. | Offered | Connected | Complete | Terminated |
| aidFields | Additional field data. Varies depending on the CRM used. | Terminated | Terminated | Terminated | Terminated |
| Notes | The notes added by the agent during the interaction. | Terminated | Terminated | Terminated | Terminated |
| Call recording | The URL to the call recording download. | Terminated | Terminated | Terminated | Terminated |
Interaction log data available for 8x8 Contact Center voice interactions
The table below outlines the types of information available in the interaction log for 8x8 Contact Center voice interactions:
| Data | Type of information stored | When is it populated | |||
|---|---|---|---|---|---|
| Set as Offered | Set as Connected | Set as Complete | Set as Terminated | ||
| Tenant | 8x8 Contact Center tenant of the user who handled the interaction. | Offered | Connected | Complete | Terminated |
| Agent | The first and last name of the agent who handled the interaction. | Offered | Connected | Complete | Terminated |
| Call ID | The ID of the interaction. This is the same as the Transaction ID. | Offered | Connected | Complete | Terminated |
| Duration of the call | The duration of the call in hours, minutes, and seconds. | Terminated | Terminated | Terminated | Terminated |
| Call answered at | The date and time the call was answered. | Offered | Connected | Complete | Terminated |
| Call ended at | The date and time the call ended. | Terminated | Terminated | Terminated | Terminated |
| Direction | The direction of the interaction—inbound or outbound. | Offered | Connected | Complete | Terminated |
| Caller Name | The name of the matching CRM record (if available). | Offered | Connected | Complete | Terminated |
| Transaction ID | The ID of the interaction. This is the same as the Call ID. | Offered | Connected | Complete | Terminated |
| Interaction GUID | The interaction GUID, a unique identifier assigned to the interaction. | Offered | Connected | Complete | Terminated |
| Queued Time | The amount of time the interaction spent in a queue, logged in minutes. | Offered | Connected | Complete | Terminated |
| Disposition Code | The disposition code the agent used to agents use to categorize the outcome of an interaction. | Terminated | Terminated | Terminated | Terminated |
| Disposition Description | The description of the selected Disposition Code. | Terminated | Terminated | Terminated | Terminated |
| Notes | The notes added by the agent during the interaction. | Terminated | Terminated | Terminated | Terminated |
| Call recording | The URL to the call recording download. | Terminated | Terminated | Terminated | Terminated |
| DirectionNextGen | The direction of the interaction—inbound or outbound. This is the same as Direction data. | Offered | Connected | Complete | Terminated |
| Terminate Reason | The cause or the reason why the interaction ended. | Terminated | Terminated | Terminated | Terminated |
| Queue name* | The name of the queue that routed the call to the agent. | Offered | Connected | Complete | Terminated |
| Caller Record ID* | The unique ID of the matched Salesforce record. | Terminated | Terminated | Terminated | Terminated |
| Channel Name* | The name of the channel type through which the interaction occurred. | Offered | Connected | Complete | Terminated |
Note: The data marked with an asterisk * only applies to the 8x8 integration for Salesforce.
Interaction log data available for 8x8 Contact Center chat interactions
The table below outlines the types of information available in the interaction log for 8x8 Contact Center chats:
| Data | Type of information stored | When is it populated | |||
|---|---|---|---|---|---|
| Set as Offered | Set as Connected | Set as Complete | Set as Terminated | ||
| Tenant | 8x8 Contact Center tenant of the user who handled the interaction. | Offered | Connected | Complete | Terminated |
| Agent | The first and last name of the agent who handled the interaction. | Offered | Connected | Complete | Terminated |
| Direction | The direction of the interaction—inbound or outbound. | Offered | Connected | Complete | Terminated |
| Chat Email | The email address of the inbound chat. | Offered | Connected | Complete | Terminated |
| Transaction ID | The ID of the interaction. This is the same as the Call ID. | Offered | Connected | Complete | Terminated |
| Interaction GUID | The interaction GUID, a unique identifier assigned to the interaction. | Offered | Connected | Complete | Terminated |
| Terminate Reason | The cause or the reason why the interaction ended. | Terminated | Terminated | Terminated | Terminated |
| Disposition Code | The disposition code the agent used to agents use to categorize the outcome of an interaction. | Terminated | Terminated | Terminated | Terminated |
| Disposition Description | The description of the selected Disposition Code. | Terminated | Terminated | Terminated | Terminated |
| Notes | The notes added by the agent during the interaction. | Terminated | Terminated | Terminated | Terminated |
| Chat Transcription | The transcription of the chat messages between the customer and the agent. | Terminated | Terminated | Terminated | Terminated |
FAQs
What happens if users are not assigned to a profile?
Users who are not assigned to either a default or a custom profile will automatically inherit the settings of the default profile for the given CRM.
How many profiles can I create?
You may create as many profiles as you require. There will only be one default profile per CRM type, e.g. Salesforce.
Can I edit or delete profiles?
Custom profiles may be edited and deleted. Default profiles cannot be deleted but may be edited.
Can users be assigned to more than one profile?
Users can be assigned to only one profile (both custom and default) of the same profile type. For example, user A can only be assigned to one Salesforce profile.
Users must refresh their 8x8 integration to inherit the profile settings they have been assigned to.
Users can be assigned to multiple profiles of different types. For example, user A can be assigned to one Salesforce and one Microsoft Dynamics profile.
