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What's New in the 8x8 Analytics 2.0 Release?

We have introduced the following exciting new features and enhancements in the 8x8 Analytics 2.0 release:

Introducing Historical Reports

We are introducing an entire suite of historical reports in the 8x8 analytics 2.0 release. All these reports for agent interactions, agent status, and queue interactions provide rich historical data. Whether you want to learn about the agent performance this past week or assess the call traffic to queues including the number of calls entered, answered, abandoned, and more, simply tap these historical report templates, customize them, and make insightful business decisions with the data received.

You now have the ability to select templates from one of the following three report categories and to configure them to meet your business needs.

Check out the brand new glossary for historical reports. Please note the known limitations of historical reports in this release.

Agent Interactions Reports

In addition to the Agent Interactions Summary template introduced in 1.3.3 release, we have now introduced the following new templates for agent interactions offering supervisors the ability to track agents’ performance better:

You can customize these report templates as desired.

Agent Status Reports

To learn more about how your agents are using their time and understand the reason for their status changes, we now offer two reports templates:

Queue Interactions Reports

Track your Contact Center health by following queue specific interactions/metrics. The following report templates are available:

You can get data in the report template with the granularity set to 15 minutes. Let’s say you want to review the agent interactions data for July 8th, you will see the data refresh every 15 minutes.

Ability to download Reports in CSV format

You can now download all these historical reports and access them at any time. Simply click the button to download the report in the CSV format. The downloaded file opens to view the data.

Every time you download a report, it saves a download notification. Pending notifications are indicated by a red dot on the bell in the upper right hand corner of the report template. Click the bell to view the notifications. If a download has failed, simply use the download button in the notification to attempt downloading the file again.

Automatic Data Synchronization

If your contact center administrator adds a new queue or an agent, the historical report will reflect data for the new entities within 15 minutes of creation if no filters are applied.

Customizing Reports

You can customize the historical report templates to meet your needs and save it for reuse. From any report template, click Customize to modify the report template as desired. Select the required report dimensions, apply the filters, preview, and save the report. You can access the saved report under Custom Reports in the navigation menu. You can edit, delete, and schedule a custom report. Let’s say you want to track the total break time taken by agents daily, you can choose the Agent Status - Time on Status report template, select the metrics to include just the break time, save it, and run the report.

Scheduling Reports

You can now schedule reports and receive them via email daily, weekly, monthly, and select from a wide range of metrics and filters to generate a report most suited to your business needs. This way, you can gain better insight into your contact center performance by focusing on the most critical data. You can choose to send scheduled reports to your colleagues or external contacts to keep them updated. To schedule a report, you must first create a report and save it. For details on scheduling a historical report, click here.

 


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