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8x8 Support

Get Transaction IDs in 8x8 Contact Center

Objective

Find Transaction IDs in 8x8 Contact Center, both during and after a call.

Applies To

  • 8x8 Contact Center
  • Transaction ID
  • Agent Workspace

Procedure

During a Call
  1. Log in to 8x8 Agent Workspace.
  2. While on a call, the Transaction ID is located at the bottom of the transaction Info tab.
    Transaction ID Call Agent Workspace.png
  3. After ending the call, while in wrap-up status, the Transaction ID will still display.
    Agent Workspace Wrap Up Transaction ID.png
After a Call

If the call has already ended, you can retrieve the Transaction ID from Customer Experience.

  1. Log in to your Application Panel.
  2. Select Customer Experience and Post-Call Survey Analytics.
    clipboard_ebec5be5f97beb5cab757afc78aec03a8.png
  3. Select your required filter.
    clipboard_e6b93fc5423874d2b4f0ef93044e0f385.png
  4. On the right-hand side, change the column settings to display Transaction ID.
    clipboard_e6afcf5d6208208eaa167da69172975e5.png
  5. The Transaction ID of your calls will now appear.
    clipboard_e5218516a4c685605c354abf26fe553e6.png

Additional Information

Transaction IDs are used to track down details pertaining to a transaction (Calls, Email, Voicemail, Chat, etc.) within the 8x8 Contact Center platform.

Transaction IDs are streaming details on the Agent User Interface during a transaction that is available during the following:

  • When the transaction is being offered to the agent. 
  • When the agent is processing that transaction and all the way till the end of post-processing after which it will disappear from the Agent User Interface and can be reviewed from reports that are available to supervisors.
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