Integrate 8x8 with Mention
About 8x8
8x8 is a cloud-based VoIP system that provides an array of communication services to businesses, including virtual office numbers, a versatile communications console and a wide range of analytics. The analytics can provide important call insights - including the average duration of a call and how many calls are abandoned or missed - as well as agent performance analytics, like who is completing the most calls or who has the longest wait times. 8x8 can also use that data to improve customer interactions, tracking agent skill sets in order to match customers with the agents that are most equipped to help them.
About Mention
Mention monitors conversations about a brand by tracking any time that the brand is mentioned on a range of online platforms, including social media, blogs, or news outlets. Mention can then analyze the sentiment of those conversations and send that information to users in the form of alerts. This data also allows Mention to gauge overall public sentiment and reputation of a brand. If those metrics seem particularly unusual - i.e. if there is a spike in negative public sentiment - they can send notifications immediately so that changes can be made.
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8x8's End Points
Interactions
Track a wide range of data about interactions that your agents have, including what customers are being contacted, the durations of the calls and the number of abandoned calls. Then, integrate that data with any number of tools that track customer interactions to improve your overall customer service performance.
Campaigns
Monitor interactions within a specific campaign and see data like who is making calls, the total call time, the relevant phone numbers and the record statuses for those interactions i.e. new, queued, accepted, completed or scheduled. These individual campaign metrics can then be used to track campaign performance trends and improve the effectiveness of future campaigns.
Agents
Get details about an individual agent or group of agents, including their names, IDs, groups, and level of access. You can also use this data to request a range of other information about those agents from different endpoints, including what activities they are involved in or what interactions they have had.
Groups
Retrieve a list of the agent groups in your organization, including their names, IDs, and deletion statuses. This data will allow you to request more specific information about that group’s performance from other endpoints, such as the agent endpoint.
Mention's End Points
Accounts
Create or modify a Mention user account, including the user’s contact info, how often they receive alerts and what kind of access they have to the data on Mention. This allows you to ensure that users can operate as efficiently as possible and interact with Mention in a way that creates the best workflow for them.
Mentions
Retrieve a list of mentions that have been tracked by your alerts, which can be filtered by a number of parameters including source, date range and tone. This query then returns details - like description, source and author’s influence score - about the relevant mentions, allowing you to gauge if the mention warrants a response.
Alerts
Define the parameters of an alert, such as the alert’s name, query terms and tracked sources. Then, retrieve data about the mentions that have triggered the alert, including how many mentions there are and how important it is to respond to them.
Tags
Design tags, which can be used to filter responses generated by your alerts. Once a tag is created, you can either fetch all the Mentions with that tag in them or use the tag as one of many parameters to filter queries about the mentions in an alert.
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