Securely integrate CloudTrail with 8x8
AWS CloudTrail is a web service that records AWS API calls for your account and delivers log files to you. The recorded information includes the identity of the API caller, the time of the API call, the source IP address of the API caller, the request parameters, and the response elements returned by the AWS service.
With CloudTrail, you can get a history of AWS API calls for your account, including API calls made via the AWS Management Console, AWS SDKs, command line tools, and higher-level AWS services (such as AWS CloudFormation). The AWS API call history produced by CloudTrail enables security analysis, resource change tracking, and compliance auditing.
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.
Popular Use Cases
Bring all your CloudTrail data to Amazon Redshift
Load your CloudTrail data to Google BigQuery
ETL all your CloudTrail data to Snowflake
Move your CloudTrail data to MySQL
Bring all your 8x8 data to Amazon Redshift
Load your 8x8 data to Google BigQuery
ETL all your 8x8 data to Snowflake
Move your 8x8 data to MySQL
Integrate CloudTrail With 8x8 Today
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8x8's End Points
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.
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.
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.
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.