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8x8 Support

Can you split the amount of Accepted calls into Inbound or Outbound in 8x8 Contact Center Analytics for Agent Performance widgets?

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Applies To

  • Analytics for Contact Center

Answer

The amount of Inbound or Outbound calls is closely tied to queues, so the only option to see this information is if you select the Agent Performance widget and choose Single Queues under Display Statistics By. The downside of this is that the numbers will be specific to the selected queue (only one can be selected) and not the sum of all the agent's interactions (if active on multiple queues). It's not possible to see the entire agent group and each individual's total amount of inbound and outbound calls, at the same time.

Additional Information

An improvement to allow total Inbound or Outbound based on Agent Group, not Queue, is being worked on.