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Customer Name Not Populated in Interaction Details Report in Analytics for 8x8 Contact Center

Symptom

When running the Interaction Details report in Analtyics for Contact Center, the Customer Name column only shows the customer's phone number, in spite of having customer data in the local 8x8 Contact Center CRM that includes phone numbers and names of the customers who are calling you.
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Applies To

  • 8x8 Contact Center
  • Analytics for Contact Center
  • Interaction Details
  • Inbound Calls
  • Local CRM

Resolution

Add a Check ANI node to the inbound phone script.
  1. Log in to Configuration Manager for Contact Center.
  2. Under Scripts > Phone, open the inbound phone script.
  3. At a convenient place in the script, after Main IVR and before Forward to Queue nodes, add a Check ANI node.

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  4. There is no need to do anything with the found/not found paths.
  5. Save your changes.

Cause

Check ANI is not added to the inbound phone script. 8x8 Analytics for Contact Center gets the caller name from the caller ID in the call data, not from the local CRM. The Check ANI node looks for a match in the Contact Center local CRM, and if a match is found can associate the match with the call data.