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What's New in the 8x8 Analytics for Contact Center 2.1.1 Release?

We have introduced the following enhancements in the 8x8 Analytics 2.1.1 release:

Ability to filter agent performance metrics by agent groups

Wish to gather performance data of agents belonging to a specific agent group such as Tier 1 in your customer support org? What’s the number of calls offered, accepted, rejected by agents belonging to a specific agent group during the last 30 mins or for the day? You can now track the overall agent metrics irrespective of queues. Simply choose the desired agent group in the Agent Performance dashboard.

  1. Log into 8x8 Analytics.
  2. From the navigation menu, go to Dashboards.
  3. In your existing dashboard, create a new agent performance widget.
  4. In the widget parameters to Display statistics by, select Agent Groups.
  5. Select the desired agent group from the list.
  6. Select the desired metrics and save the widget.
    The widget now displays metrics for all agents belonging to the group.

NOTE: You can filter performance metrics by agent group for single agent status widget as well.

What has changed?

We’ve renamed some user interface labels for better usability within the agent performance widget dashboard.

  1. Resource is now Display statistics by
  2. Queue is now Single Queues
  3. Without Queue is now Direct/Internal Interactions

What's New in the 8x8 Analytics for Contact Center 2.1 Release?

We have introduced the following new features and enhancements in the 8x8 Analytics for Contact Center 2.1 release:

Ability to Extract Agent Performance Data per Queue

Do you wish to review the performance of agents on a specific queue, or track the number of interactions agents handle per queue? You can now drill down the performance data of agents for every queue they serve. Let's say Emily is serving the Tier 1 and Tier 2 queues, and you want to understand the number of interactions handled by Emily in the Tier 1 queue. How many interactions did she accept, reject, or transfer on this queue today? You can filter the data per queue.

To filter agent performance data by queue:

  1. In 8x8 Analytics for Contact Center, choose to edit an existing dashboard.

  2. Click to add an agent performance widget.
  3. In the configuration screen that pops up, select the queue using the drop-down menu.
  4. Click Configure to select the desired metrics.

    1. From the date interval categories, select the desired category: 15 min, 30 min, Real-Time, or Today.

    2. From the sub categories available, select the desired metrics.

      The metrics for agent performance widget are now organized under three subcategories:

      • Agent status metrics: This subcategory offers agent status metrics, such as the time an agent has spent on different statuses for a specified time interval. How long has Emily been logged in? How long was she available, on break, working offline? View these metrics and many more.

      • Queue specific metrics: This subcategory offers metrics specific to a chosen queue, such as the number of accepted, rejected, transferred interactions by an agent in a queue. How many interactions did Emily accept in the last 30 minutes from the Tier 1 queue? How many calls did she reject? View these metrics and many more.

      • Overall metrics: This subcategory includes metrics about interactions handled outside of queues, such as internal calls (agent-to-agent calls) and direct inbound calls.

  5. Save the widget. The widget launches with data in the dashboard.

Usability Improvements

Prior to this release, saving a dashboard or an aggregated report continued to keep you in edit mode. The workflow has now changed. Saving your changes to a dashboard or an aggregated report now switches you to view mode. Click in the upper-right corner to switch to edit mode.

Ability to Retain the Granularity Settings in Reports

When you define date range granularity in reports, your settings are now retained if applicable for the date range. Let’s say that, in your agent performance aggregated report, you have chosen to get the data on a weekly basis for the past two weeks. If you change the date range to get data for the past four weeks instead, the weekly granularity setting is retained. This offers an improved experience. Prior to this release, when you modified a date range in an existing report, the granularity was reset to None.

Usability Improvements in the Wallboard Display

We have now introduced some visual improvements in the dashboard display on a wallboard. It is now optimized for viewing.

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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