As a 8x8 Contact Center supervisor, you can generate a report to track agent initiated SMS interactions with customers.
Note:
This feature enhancement is currently in limited availability.
To generate the report:
From the menu, go to Detailed Reports.
Select Interactions from the list.
In the Search or filter field, specify an exact match for the following filters:
For Media Type, select Chat
For Chat Type, select SMS
For Direction, select Outbound
Click Search to update the report with your selections.
An agent can send an SMS message to a customer during an active interaction. For example, while on a call with a customer, an agent can send out an SMS message to confirm an order. These outbound SMS messages are reflected in the Interactions Detailed report.
To view the report:
From the menu, go to Detailed Reports.
Select Interactions from the list.
In the Search or filter field, specify an exact match for the following filters:
For Media Type, select Phone
For Direction, select Inbound
For Outcome, select Outbound SMS Sent
Click Search to update the report with your selections.
