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How to run a report for abandoned calls from a queue using 8x8 Analytics for CC
8x8 Support

How to run a report for abandoned calls from a queue using 8x8 Analytics for CC

 

Objective

Run a report for abandoned calls from a queue using 8x8 Analytics for CC

Applies To

  • Analytics for Contact Center

Requirements

  • X6 license or above for the user
  • Analytics access level Supervisor

Procedure

  1. Login into the Application Panel and then click on the 8x8 Analytics for CC and follow the below steps:
  2. From the left menu go to Queue Interactions and then select Abandoned
  3. In the upper right corner of the page click on Customize
  4. On the new filter window select the desired date of the report

 

Screenshot_1.png

 

5. From the report configuration at the “Include” section, select one of the following depending on your needs: Queue; Media & Queue; Media &Channel & Queue

 

Screenshot_2.png

 

6. At “Metrics” section, make sure that all Abandoned options are selected

 

Screenshot_3.png

 

7. From the filters and at "Queues" section, select the queue(s) from which you want the report for abandoned calls to be created

 

Screenshot_5.png

 

Additional Information

In case you want a more detailed report which is also showing the agents to whom were presented the abandoned calls please click here