What's new in the 8x8 Analytics for Contact Center 2.5 release?

In the 2.5 release of 8x8 Analytics for Contact Center, we are introducing major feature enhancements offering an improved experience.

Ability to log in to the Analytics app via the 8x8 application panel

Aa a supervisor of 8x8 Contact Center, you can now log into 8x8 Contact Center Analytics via the application panel.

  1. Log into https://login.8x8.com.
  2. Enter your log in credentials and click Login.
  3. From the application panel, select the 8x8 Analytics tile to launch 8x8 Analytics for Contact Center.

Note: The access is limited to supervisors and admins only.

Introducing the Agent Status Change detailed report

As a supervisor, do you want to understand the timeline of status changes of your agents? What time did the agent log in? When did they change their status to available? What time were they offered a call? What time did they accept or reject the call? And more. In this release, we are introducing the Agent status change detailed report which offers information about the agent status changes and actions to help answer these questions.

Let's say John logged in @ 8 am, changed his status to be available a few minutes later and was offered a call at 8:05 am which he accepted and processed. The status changes along with the time the status changes occurred is presented in this report. Additionally, the report presents info about the agent actions taken while on the call. For example, If John went on mute during the call or placed the call on hold, these actions are indicated as well on the timeline. The report offers additional details such as the status codes used, short codes, and more.

Learn more about how to access the report and how to search and filter data.

Introducing campaign data in the Interaction Details report

The Interaction Details report now offers the following data about campaign interactions.

You can search and filter the report by any of the new fields.

Note: The transaction code selected by the agent is shown in the Wrap-up code data field.

To access the campaign interactions data:

  1. From the menu, go to the Detailed Reports > Interactions.
  2. Using the filter, select Type is Campaign. Click Search to extract only the campaign interactions.

    Or

    As a shortcut, click the quick access link for Campaign transaction details. Click Search to extract only the campaign interactions.

    You can now view the campaign name, ID, and more.

Note: In this release, we support filtering campaign interactions tagged with the following values of disposition action:
- No code
- Do not call
- Schedule callback
- Try again

Enhancements to Dashboards & Reports

We have introduced new enhancements to improve the visualization and accessibility of data on the dashboards.

Ability to generate reports for deleted agents

While defining reports using the templates, in the drop-down list of agents, you can now spot the deleted agents quickly as they are marked as deleted. Let’s say you want to track the agent performance of active agents, you can exclude deleted agents rather quickly. Deleted agent data will also be visible for Today’s metrics on dashboards, if the agent has data from today prior to their deletion. This capability is available via our public APIs as well.

Introducing new date ranges for Historical Widgets

We have introduced new date ranges for historical widgets offering more options for custom and pre-determined dated ranges. Now, you can set up any date range for all historical widgets and the historical reports.

Enhanced scope of the Agent Interactions by Wrap up Code report

We have extended the scope of the Agent Interactions by Wrap up Code report to include:

Introducing a new label in the Interaction Details report

Some interactions may not have a known outcome due to the existing technical limitations in our system. The Interaction Details report will now label these interactions with an unknown outcome and will identify the action taken as unknown. See glossary.

We have extended the scope of all aggregated reports to include interactions with an unknown outcome. An interaction is labeled as having an unknown outcome when the outcome is unclear during the interaction’s lifetime. This can happen due to some existing technical limitations. If you encounter this scenario in your reports, please contact 8x8 Support.



What's new in the 8x8 Analytics for Contact Center 2.4 release?

In the 2.4 release of 8x8 Analytics for Contact Center, we are introducing major feature enhancements offering an improved experience.

Announcing the end-of-life of 8x8 Business Intelligence

With feature parity nearly complete in the 8x8 Analytics for Contact Center, we are announcing the end-of-life of the 8x8 Business Intelligence application. Also referred to as Virtual Contact Center Analytics application, this analytics tool is now being replaced by 8x8 Analytics for Contact Center in the United States, United Kingdom, and Australia.

Note: Users in Canada will continue to use the 8x8 Business Intelligence application for some more time.

Introducing visual charts in historical reports

To consume data faster and better and to get a quick overview of the trends for a specific report, we are introducing visual charts to represent data in historical reports. Customize the historical reports to enable visual charts. Take a quick look at the data charts and quickly gather the key performance indicators. You do not need to dig through the numbers any more!

Let’s say you wish to review the key metrics for your Tier 1 Support agent group, customize the agent interactions report to view the key data in the visual chart.

To set up a visual chart to appear on your historical report:

  1. Go to the custom report or template report that you want to customize.
  2. Select the date range, dimensions & metrics for your report.
  3. Enable Show charts.
  4. Click Configure and select the metrics that you want to be included in the graph.
  5. By default, the metrics are grouped by type for easier configuration of the chart type.
  6. The metrics selected in the previous configuration window appear in this list. You cannot have different metrics in the report and in the chart.
  7. Click Done to save the custom report. The chart now appears at the top of your report.

Let’s say you wish to review and compare the performance of your tier 1 and tier 2 support groups, simply set the filter to the desired groups and set the granularity to None.

Note: The charts cannot be exported or included in the scheduled reports currently.

Note: If you disable subtotal data, the visual charts will be disabled as well.

Ability to share custom reports

You can now share custom reports you create with your coworkers. Let’s say you want to share a custom report with your fellow supervisor, simply share the report with one of the two levels of access permissions: Ability to view or Ability to edit.

Note: Only the report configuration is being shared, not the access to the data. Let’s say John shares a custom report with Robin. John supervises tier 1 and tier 2 groups, while Robin supervises Tier 1 group only. When Robin logs in, she can see the shared report under Custom reports. She can only see the data for the Tier 1 group that she supervises and not the data for Tier 2.

To share a report, click in the header, to access the sharing options.

If Robin edits this custom report, all users who have access to the report will see the changes Robin made.

Robin can clone and edit the report without impacting the original report owned by John.

Revoking shared report

The access to the shared report can be revoked at any time by the owner. Removing the view and edit permissions will also discontinue all emails scheduled for this report by the user whose permissions are being revoked.

Introducing new report metrics

In this release, we are introducing the following new metrics.

Historical Report New Metrics
Agent Interactions Summary

Avg Hold Time

Transfers Initiated%

Agent Call Summary

Avg Hold Time

Queue Interactions summary

Accepted%

Total Abandoned%

Total Time to Abandon (includes Short Abandon)

Longest Abandon Time

Average Abandon Time

Total Time Waiting in Queue

Queue Interactions Abandoned

Total Time to Abandon (includes Short Abandon)

Total Time Waiting in Queue

Real-Time Widget New Metrics
Agent performance widget (RT)

Transfers Initiated (15m, 30m, Today)

Transfers Initiated % (15m, 30m, Today)

Single Agent Stat widget (RT)

Avg Time on Hold (15m, 30m, Today)

Transfers Initiated (15m, 30m, Today)

Transfers Initiated % (15m, 30m, Today)

 

Real-Time Widget New Metrics
Agent performance widget (RT)

Transfers Initiated (15m, 30m, Today)

Transfers Initiated % (15m, 30m, Today)

Single Agent Stat widget (RT)

Avg Time on Hold (15m, 30m, Today)

Transfers Initiated (15m, 30m, Today)

Transfers Initiated % (15m, 30m, Today)

Extended scope of interactions in agent related reports and real-time widgets

In the agent related reports and real-time widgets, we have now included data for those interactions in which the agent has been in the available status during the interaction handling.

Let’s consider a direct agent call in which the agent status continues to be non-busy. You can now get call interaction data for this specific agent interaction. The reports include all interaction data now—of the outbound calls which are not queued, internal calls, direct agent calls in non-busy status etc.

Enhancements to the Interaction Details report

We have introduced many enhancements to the Interaction Details report. The enhancements allow you to:

Access campaign metrics

Campaign interactions data are added to the Interaction Details report. You can view the key metrics for all campaign interactions. In the Interaction type column, campaign interactions are indicated.

Track interaction of renamed entities (agent or queue)

Let’s say a queue has been renamed, you can now track interactions directed to the renamed queue. The new name appears as primary with the old name in parentheses. The following renamed entities are indicated as renamed in the reports:

Queue Name, Participant, Outbound Phone Code List, Outbound Phone Code, Outbound Phone Short Code, Outbound Phone Code Text, Wrap Up Code List, Wrap Up Code, Wrap Up Short Code and Wrap Up Code Text

Filter interactions with agent notes

Do you wish to track only those interactions where agents have added notes? Wish to review the agent notes? You can now search and filter interactions with agent notes. When you hover over, you can view most of the agent notes. To see the agent notes in entirety, simply download the report. The character limit is set to 9000 characters.

Sort and locate data quickly

Sort the column alphabetically or numerically based on the data type of the column. Let’s say you want to locate a queue name quickly, simply click the column header to sort the queue name alphabetically. You can now locate the queue name quickly.

Search and navigate to the report columns

In the Customize table to select columns to view or hide in the report, you can now quickly search for a column name. Let’s say you want to look for all metrics related to a call hold, just enter ‘hold’ and all the metrics related to hold appear in the search results.