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How to Use the 8x8 Contact Center Customer Experience Tool
8x8 Support

How to Use the 8x8 Contact Center Customer Experience Tool

Objective

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.

Applies To

  • 8x8 Contact Center 
  • 8x8 Agent Console
  • Customer Experience Tool

Procedure

  1. Log in to 8x8 Agent Console as a Supervisor. 
  2. Click Applications.
  3. Select Customer Experience.
    Screen Shot 2019-10-01 at 2.30.13 PM.png
  4. Filter by Tenant, Date Range, Call, or Agent Calls. 

Additional Information 

Filter definitions are available here

 

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