How to access the Call Flow in Customer Experience
How to access the Call Flow in Customer Experience.
- 8x8 Contact Center
- Agent Console
- Log in to Agent Console.
- Click Menu > Customer Experience.
- Locate the call record.
- 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.
The following table shows the top row legend in the call flow diagram that presents critical information pertaining to the call and related queues:
|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.
|Indicates incoming calls, when the call is ringing, and when the call is answered.|
|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.|
|Indicates outbound events, such as dialing an external number, Queued call back or a Post Call Survey call back.|
|Indicates the duration of time the call waited in queue.|
|Indicates the actions and events handled by the agent.|