What's new in the 8x8 Analytics for Contact Center 2.3 release?

In the 2.3 release of 8x8 Analytics for Contact Center, we are introducing major new features and enhancements to offer you historical data and detailed reports for interactions.

Introducing the historical widgets for dashboards

In this release, we are introducing the historical widgets for all dashboards. Access the historical data about queue activity or agent activity for yesterday, last 7 days, last 30 days or select a date range. Whether you are tracking weekly activity of queues or performance of agents, customize your dashboard with historical widgets and real-time widgets to track the metrics that matter to you.

With historical data widgets:

As a supervisor, let’s say you want to understand how the number of interactions entered are linked to the handling time in a queue. Has there been a spike in the number of interactions and the waiting time on any day this past week?

  1. Log into 8x8 Analytics for Contact Center.
  2. Go to Dashboards. Select an existing dashboard or create a new dashboard.
  3. Create a new historical widget for Queue Activity.

  4. Select the following metrics: Entered; Accepted, Abandoned, Processing time; Waiting time.
  5. Select the date range to be: Last 7 days.
  6. Select all queues by default or select specific queues.
  7. Click Save to view the data chart.

When you run the widget, you can see the data chart indicating the key metrics. You can see if the average handling time spiked with the number of interactions? Was there any correlation? Did the processing time increase? By just looking at the chart, you can now see the trends.

If you wish to simply track the queues with the highest wait times, set the time granularity to ‘None’ and run the report. You can now see the processing time and waiting time by queue. See which queues had a higher than average handling time? This helps in investigating further.

Agent Group Activity

Let’s say you want to review the performance of an agent group, compare their performance with other agent groups.

  1. Select to create an Agent Group Activity from the historical widgets.
  2. Select the date range to be Last 30 days.
  3. Select all agent groups by default or select specific groups.
  4. Select the following metrics: Presented, Accepted, Rejected, Average wrap-up time, and Hold time.
  5. Click Save to run the report. The data chart presents all the information visually.

If you wish to see the metrics for each agent group, simply select the data type to Table to view the numbers.

Media Activity

Let’s say you want to track key metrics such as average waiting time, processing time, and number of interactions by media type. What’s the average waiting time for voicemails? Which media type do we experience the longest waiting time?

  1. Select to create a Media Activity widget from the historical widgets.
  2. Select the metrics you wish. (Entered, Accepted, Abandoned, Longest waiting time)
  3. Select all media by default or specific media types.
  4. Click Save to run the report.

In this example, see how the average waiting time for voicemails is higher than phone, chat, and email media. When you switch to tabular format, you can see metric values for each media type.

Introducing the Contact Center Overview Dashboard

Monitor your business performance with a predefined dashboard with many key widgets that will help your business needs. Whether you are tracking average waiting time of queues this past month or comparing average wrap-up time of agents, find it all in the Contact Center Overview Dashboard out of the box. We have designed the dashboard with historical and real-time widgets showing key performance indicators.

From the menu, go to Dashboards to access the Contact Center Overview dashboard,

Aggregating agent interactions data by agent group

In the Agent Interactions reports, you can now aggregate metrics by agent group level. Select to group the data by agent groups, and further by media type, channels, and queues. The report now aggregates data by agent group. Get this information and compare the performance of individual agent groups.

You can now customize the reports to group data by agent group as well as by agent group and agent.

Group by: Group: Let’s say you want to see the total number of interactions handled by an agent group this past week. The members in the group serve multiple queues across media types and channels. You can now group the data by media type, channel, and queue.

Group by: Group & Agent: Let’s say you wish to access agent activity aggregated by group. Let’s say an agent group Tier 2 handled a total of 400 interactions yesterday. How many of them are handled by Rob Smith or Maya Ray?

The ability to aggregate metrics by agent groups is available in all the Agent Interactions reports. (Summary, Call summary, Handling and wrap-up, and By wrap-up code).

Ability to download reports in Excel

You can now download the reports in Excel format for better readability of the data. The report now includes a header with date range and time zone in addition to the highlighted subtotals and totals of the metrics.

Introducing the Agent status - Login Time report

To better track the availability and productivity of agents, we have now introduced a new report that offers login and logout time of each agent. What time did Rob log in this morning? What time did they log out? How many times did they log in during the day? What was their login duration? And more.

From the menu, select Agent Status > Login Time.

Introducing the Interaction Details report

Gather all the details about an interaction - What queue was the call directed to? Who is the agent who handled the interaction? Was the call placed on hold? What was the duration of the hold? Was it transferred to another agent? What was the call outcome? Answer all these questions and many more using the data in the Interactions Details report. Select from a total of 56 metrics, arrange them to suit your needs, and even freeze those metrics that are key to the report data.

From the menu, select Detailed Reports > Interactions.

Further, you can filter data based on queues, channel ID, hold duration, and more.

Do you want to track only interaction details of a specific queue? Filter further to review interactions with a hold duration longer than 30 seconds, look at only inbound calls, interactions transferred blind, and more. Apply the filters and get data that meets your business needs.

Date and time range selection

You can select any of the following date ranges available for the Detailed Interactions report:

Today, Yesterday, Week to date, Last week, Month to date, Last month, Year to date, and Last X days.

You can also select an intraday time range which allows you to track activity within a work shift such as the early morning shift from 5 am to 12 pm.

Filtering using labels

Labels allow you to indicate significant events during an interaction journey. For example, ‘Accepted’ is a label that indicates that an interaction is accepted. Let’s say you wish to track interactions that were rejected and later abandoned. In the filters, select the labels for ‘Accepted’ and ‘Abandoned’.

Let’s say you wish to review all inbound phone calls which were on hold for longer than three minutes, select the filters for media type = phone and hold duration > 3 minutes.

What's New in the 8x8 Analytics for Contact Center 2.2 Release?

This release focuses on ease of use, flexibility in customization, and easier access to 8x8 Contact Center data. We have introduced the following enhancements in the 8x8 Analytics 2.2 release:

Introducing Subtotals and Totals of metrics

8x8 introduces subtotals and grand totals of metrics in the aggregated and custom reports. Whether you are tracking agent performance or assessing queue traffic or checking how often agents change status, you can now access the sum of these key metrics by grouping similar data. As a contact center supervisor, have you noticed a spike in the average handling time of phone calls or average waiting time in queues this past week? Run the reports, get to the metrics and gain actionable insight. Get to know the performance of agents and queues for a specified time range at specific intervals of time. You no longer need to manually roll-up the data to assess issues impacting your contact center.

Let’s say you want to run a quarterly report to check the performance of agents. In the Agent Interactions Summary report, select the time period, and look at the total number of interactions for each month and the grand total of interactions handled during the entire quarter.

To track an individual agent’s performance, you can look at the total number of interactions handled by the agent in the specified time range and at the specified granularity. For example, To know the metrics for interactions handled by agent Jeff this week, get the grand totals for the week, drill down by day, and within the day, view the data by the specified time interval.

Let’s say you are supervising Tier 1 Support queue in your contact center and you want to check the performance of your queue this past week. You can run a report broken down by day and then by agents. Now, if you want to drill down further and extract data by media, say what was the traffic on phone queues vs chat queues, you can do it all.

Let’s say you want to review the average handling time (AHT) of phone interactions by your Tier 1 agents this past week and you notice it is higher than usual, you can drill down and look at the metrics for each day, and further identify the agents who have handled long duration calls.

You notice that the Average waiting time (AWT) is quite high this past week, view the totals by day, drill down further to understand if there was a surge in traffic causing the delay.

Selecting Date Range

While selecting a date range for your report, the granularity is set to a suitable value by default. For example, if you choose to get data for the past week, the granularity is set to 15 min by default. You can set it to hourly or up to a day. If your date range exceeds a week, you can set the granularity by week, day, hour. If your date range exceeds a month, you can set the granularity by month or year. If you choose to look at data for more than a year, view by year.

NOTES:
- When the granularity is higher than a day, the data is computed by that granularity for subtotals.
- When the granularity is smaller than a day, the subtotals will still be computed by day, then by the inclusion selected in the report, and then by the selected granularity.
- When the selected granularity is None, the subtotals will compute the selected inclusion without breaking it down by specific time periods.

Introducing new metrics

We have introduced the following new metrics in the Agent Interactions Summary report:

We have introduced the following new metrics in the Agent Performance dashboard:

Check out the glossary for historical metrics and real-time dashboard metrics.

Introducing new APIs

New and improved APIs for real time reporting and historical reporting give you more flexibility in accessing data captured within 8x8 Analytics for Contact Center. Click here to learn more.

Previous Releases