How to Use 8x8 Contact Center Customer Experience Tool

Objective

To utilize the Customer Experience tool. 

In Customer Experience, agents can filter and view their recent calls. It provides a detailed map of the call journey from the time the call enters the contact center until the time the call is terminated. It also answers questions such as who answered the call, how long the call remained in the queue, whether the call was transferred, how long the call was on hold, caller's phone number and name, and much more.

Applies To

• 8x8 Contact Center 
• 8x8 Agent Console
• Customer Experience Tool

Procedure

For Agent Console users:

1. Log in to 8x8 Agent Console. 
2. Click Applications.
3. Select Customer Experience.
   
4. Filter by Tenant, Date Range, Call, or Agent Calls. 

For Agent Workspace users:

1. Log in to 8x8 Agent Workspace
2. Click Show Menu.
3. Select Customer Experience.
   
4. Filter by Tenant, Date Range, Call, or Agent Calls. 

Additional Information 

For more information, please check this link.