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.
- 8x8 Contact Center
- 8x8 Agent Console
- Customer Experience Tool
- Log in to 8x8 Agent Console as a Supervisor.
- Click Applications.
- Select Customer Experience.
- Filter by Tenant, Date Range, Call, or Agent Calls.
For more information, please check this link.