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How to Use the Virtual Contact Center Customer Experience Tool
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How to Use the Virtual 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

  • Virtual Contact Center 
  • Virtual Contact Center AGUI

Procedure

  1. Log into Virtual Contact Center AGUI 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 

Note: Filter definitions are available here

 

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