This update is to inform you about some upcoming enhancements for 8x8 Contact Center that will launch this October. Included below is more detailed information with regard to the release, as well as links to additional documentation for more insight.
- 8x8 Contact Center
Customer Experience Analytics (CEX) 2.3
The latest release of Customer Experience Analytics (CEX) brings new functionality to improve the reporting and visibility of digital channel customer journeys.
As part of 8x8 Contact Center, Customer Experience Analytics will now support enhanced reporting capabilities for email, chat, social, SMS, and WhatsApp.
Digital Channels Report
Gives insight into the digital ( chat and email ) interactions handled by agents such as customer details, media type, chat type, and more
Allows for advanced searching and filtering capabilities and the ability to create and manage customized filters
WhatsApp as a new chat type in the Digital Channel Report
New digital specific metrics in the Digital Channel Report: max/total concurrent interactions, chat language, original Interaction ID, original Transaction ID
Report can be downloaded in Excel format
Visual Interaction Flow
Illustrates a visual representation of the digital interaction journey from the time it is created until its completion
NOTE: At this time, the Digital Channel report will not be available for 8x8 Contact Center Classic (not Unified login) users or for customers in Canada. This release will be available to Canada in early 2023.