What's new in the 8x8 Analytics for Contact Center 2.9.0 release?

In this release of 8x8 Analytics for Contact Center, we are introducing the following enhancements.

Ability to view ongoing interactions

We recently introduced a new feature that allows supervisors to track ongoing interactions. As a supervisor, having access to up-to-date metrics allows you to have better insight into your 8x8 Contact Center. You are able to better track the time spent by agents on an interaction. The duration of an agent’s interaction is reflected in the Interactions Detailed report. To learn more, see our content on access report for ongoing interactions.

Ability to report on interactions forwarded to external numbers

In 8x8 Contact Center, agents respond to inbound customer inquiries via phone and other media types. As a supervisor, you can now track whether some of these queued interactions were forwarded to an external number in the Interactions Detailed report. To learn more, see our content on interactions forwarded to external numbers.

Addition of new metrics in the Agent Status report

As a supervisor, you want to be able to track the amount of time an agent spent in a specific status while logged in to 8x8 Contact Center. We have introduced two new metrics in the Agent Status by Status Code report. The Time % and Logged In Time metrics will allow you to have better insight into your agent’s status.

To generate a report with these metrics:

  1. Go to Agent Status.
  2. Select By Status Code.
  3. Click Customize to edit the report.
  4. From the Metrics drop-down list, ensure Time% and Logged In Time are selected.
  5. Click Save to update the report.

  6. Navigate to a date from the list, and select an interaction to view additional details.
  7. Scroll to the right of the report to view the new metrics.

For metric definitions, see our content on Agent Status - Time on Status glossary.

Enhancement to the Agent Status by Status Code report

We are enhancing the Agent Status by Status Code report to include reporting on all agent statuses and status codes. As a supervisor, you can filter a report by selecting all available agent metrics. To learn more, see our content on access report for agent status and status code.

Addition of Recording Filenames metric

We are introducing a new metric in the Interactions Detailed report. The Recording Filenames metric is available to supervisors for configured phone interactions. These recorded interactions are saved as WAV files. To learn more, see our content on access report for recording filenames metric.

Ability to download the Interactions Detailed report as a CSV file

As a supervisor, you can download the Interactions Detailed report as a CSV file. You can choose to download a report only containing interactions, or download a report with interactions and participants.

To download the report, navigate to the menu and select Detailed Reports > Interactions > Download report. To learn more, see our content on download the Interactions Detailed report as a CSV file.

Granting agents access to analytics reports

8x8 Contact Center agents will now have access to analytics reports. Agents will only be able to view their own interactions and queues they have been assigned to. They will not have access to queue-related reports nor the Interactions Summary report. Agents will have the ability to create real-time dashboards using the Agent Activity widget. They will also have access to the following reports:

Addition of new metrics in the Interactions Detailed report

In this release, we introduced new metrics and filter options in the Interactions Detailed report. They include a metric displaying the elapsed time of an interaction, a metric displaying the number of times a customer was muted, a metric displaying the duration of an abandoned interaction, and more. To learn more about these metrics, see our content on new metrics and filter options.

Addition of new metrics in the Agent Performance widget

As a supervisor, having access to real-time metrics allows you to gain insight into your agent’s performance. You are able to closely monitor your agents, while ensuring your customer’s needs are being met. We are adding the following metrics in the Agent Performance Real-Time widget:

  • Queues: This metric lists the name of the queue for each interaction.
  • Channels: This metric lists the media type associated with each interaction, such as phone, chat, email or voicemail.
  • Directions: This metric lists whether an interaction is incoming or outgoing.

To learn more about real-time widgets, see our content on create a dashboard using widgets.

Enhancements to Digital Channels reports in 8x8 Customer Experience

As a supervisor, you can generate reports from the Digital Channels dashboard in 8x8 Customer Experience. You can access a report for repeated interactions and view the interaction flow for transferred interactions. To learn more, see our content on enhancements to Digital Channels report.

Other features

We are adding multi-tenant support for historical and real-time metrics in the Public API. To learn more, see our developer content for Contact Center historical analytics detailed report.

Previous Releases

To learn more about features and enhancements introduced in the past, check out previous releases.