What's new in the 8x8 Analytics for Contact Center 2.11 release?

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

New 8x8 logo

As part of the 8x8 rebranding initiative, we’ve updated the logo’s color palette to better align with our new identity. This change is purely aesthetic, with no impact on functionality or navigation.

Updated 8x8 logo

New filter—Video SMS Sent

You can now filter interactions in the Interactions Detailed Reports using the new Video SMS Sent label. This enhancement helps you generate reports that capture every instance where agents escalated phone calls to video using Video Elevation.

Additionally, the Video SMS Sent node now appears in the end-to-end journey of an interaction with Video Elevation. Click the node to view the meeting ID associated with the video. You can use the ID to retrieve recorded interactions and gain insight into their timing and context in the customer journey.

To filter by interactions with Video Elevation :

  1. From the menu, go to Detailed Reports.
  2. Select Interactions from the sub-menu.
  3. Select a date range from the drop-down list.
  4. Click the filter bar and select Labels as your filtering criterion.
  5. Select the operator <is> from the list to ensure the filter focuses only on exact matches.
  6. Select Video SMS Sent.
  7. Click Finish. The compound filter displays in the filter bar.
  8. Click Search. The page populates with the relevant data based on the selected filtering criteria.
  9. (Optional) Click Save to create a custom report. This lets you run this report in the future without re-entering your filter settings.

Ability to filter Viber interactions

You can now filter Viber interactions in the following reports:

  • Interactions Detailed Reports
  • Digital Channels report

This new filter helps you track and optimize performance across digital channels by isolating Viber interactions for better reporting and strategic insights.

  1. From the menu, go to Detailed Reports > Interactions.
    - Or -
    Digital Channels > Detailed.
  2. Select a date range.
  3. Click the filter bar and select Chat Type from the filter list.
  4. Select the operator <is> from the list to ensure the filter focuses only on exact matches.
  5. Select Viber.
  6. Click Finish. The compound filter <Chat Type is Viber> displays in the filter bar.
  7. Click Search. The page populates with the relevant data based on the filtering criteria selected.
  8. (Optional) Click Save to create a custom report. This lets you run this report in the future without re-entering your filter settings.
  1. From the menu, go to Digital Channels > Summary.
  2. Click Customize.
  3. From the Report configuration panel, go to Media.
  4. From the Chat list, select Viber.
  5. (Optional) Click Save to create a custom report. This lets you run this report in the future without re-entering your filter settings.

For more information, see Access the Interaction Details report.

What's new in the 8x8 Analytics for Contact Center 2.10.6 release?

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

Ability to zoom in, zoom out, and pop out an interaction journey

You can now zoom in, zoom out, or pop out the end-to-end journey of an interaction. These enhancements offer greater flexibility in how you view and analyze a customer interaction journey. You can zoom in for a detailed look at specific touchpoints of an interaction, or zoom out to see the complete interaction flow diagram.

Additionally, you can pop out the interaction in a separate window, allowing you to focus on other data without leaving the page.

Improved description for interaction journey nodes

When an interaction is abandoned by the customer after it enters a queue, the node in the flow is labeled Abandoned by customer to ensure there is a clear distinction between interactions that are abandoned by the customer and the ones terminated by the system.

For more information, see Access the interaction flow.

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