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How to access the Call Flow in Customer Experience

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Objective

How to access the Call Flow in Customer Experience.

Applies To

  • 8x8 Contact Center
  • Agent Console

Procedure

  1. Log in to Agent Console.
  2. Click Menu > Customer Experience.
  3. Locate the call record.
  4. Click Actions (eye icon) or double-click the call row.

The Call Flow diagram will load. Note: It may take up to 30 minutes for calls to show up in the Customer Experience interface.

Additional Information

The following table shows the top row legend in the call flow diagram that presents critical information pertaining to the call and related queues:

Legend Description
VCC Transaction ID Indicates the unique ID for each leg of the call. An 8x8 Contact Center Transaction ID is assigned to each interaction that enters Contact Center. For example, two transaction IDs indicates the call has been transferred.
Call Direction Indicates if the call is an inbound or outbound call.
Hangup By Indicates if the call is ended by the agent, customer, or system.
Call Date Lists the date of the call in MM/DD/YYYY format.
Call Start Time Lists the start time of the call in HH:MM:SS format.
Agents Lists the name of the agents that handled the calls.
Tenant Presents the name of your tenant.

The following table shows different groups of icons in a Call Flow, designated by colors. Each icon represents an event or activity that is taking place during the call. Hover over or click each icon to see an information box. The IVR events can be collapsed and expanded by clicking + or - next to the icon. In long calls, it helps focus on agent call interactions.

Available Icons Description
clipboard_ed8434b66ab45f66ca2caa2f4309a3f19.png Indicates incoming calls, when the call is ringing, and when the call is answered.
clipboard_e3d2f0644d001cd3ddbe9c3c1ce5dff91.png Indicates IVR script events such as forward to queue, say, or get digit, schedule, open, closed. You can collapse or expand the IVR events by clicking + or - next to the IVR icon. It helps focus on agent call interactions.
clipboard_e60aa83e7ac55ca5d1abea9a3f5c053c0.png Indicates outbound events, such as dialing an external number, Queued call back or a Post Call Survey call back.
clipboard_e7b1278919767b9eae9784b78e7abc187.png Indicates the duration of time the call waited in queue.
clipboard_ed1ecca0c8ac715350f9d7371669eeadd.png Indicates the actions and events handled by the agent.