Why do I see long calls in Analytics for my contact center users

Question

Why do I see long calls in Analytics for my Contact Center Users.

Applies To

• Analytics for 8x8 Work

• Contact Center

Answer

Persistent connection mode is enabled for the user. Persistent connection mode can be enabled at Tenant, Group and User level.  

Additional Information 

In the Configuration Manager you can find the phone connection mode where you can select on-demand or Persistent. Phone connection mode persistent or on-demand can be set at Tenant level, Agent Group Level and User Level.How to configure Auto Answer for 8x8 Contact Center