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What's New in the 8x8 Analytics 1.3.3 Release?

In this release, we are introducing the first aggregated historical report which offers historical data about agent activity.

Introducing the Agent Interactions Summary Report

As a contact center supervisor , do you need to review the performance of your agents periodically? Do you want to drill down their activity history monthly, weekly, and hourly to understand and address any challenges? What’s the number of phone calls offered, accepted, rejected, abandoned by an agent? What’s the average handling time of calls this past hour? How long have the agents been busy since morning? and more. The new Agent Interactions report by 8x8 Analytics offers you historical data of agent activity which answers all these questions.

Access the report out of the box using the default template and create a custom report tailored to your business needs. This report offers insight into agent behavior and presents metrics on the time invested by the agents on specific interactions.

Benefits:

NOTE: The Agent Interactions Summary report provides you data similar to the historical VCC reports such as “Transactions”, “Transactions per media”, “transactions per channel per queue”, ”transactions per media per queue”, and “transactions per media per channel per queue”.

Accessing the Agent Interactions Summary report

  1. Log into VCC Analytics. You must be an administrator or a supervisor in the Virtual Contact Center to access VCC Analytics. Learn more.
  2. Go to Agent Interactions > Summary from the navigation menu.
  3. The historical activity data for the past week is displayed for all agents supervised by you.

By default, the data is presented for the past week. To customize date range, time zone, or metrics, you must customize the template.Learn more about customizing the template.

To access the glossary of metrics, click here.

Known Limitations

Previous Releases

 


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