What's new in the 8x8 Analytics for Contact Center 2.14 release?

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

• Identify forwarded email interactions
• Monitor the real-time estimate for the next customer queue wait time
• Identify and report parked interactions

Identify forwarded email interactions

You can now identify and report on email interactions that agents have forwarded to another email address. A new value, Email Forwarded, is now available as both a label and an outcome in the Interactions Detailed Reports.

This new metric helps identify and filter forwarded emails separately from replied, finished, or parked interactions, contributing to a more accurate overview.

Use case example:

A billing team receives an email that requires escalation to an external finance team. The agent forwards it, and the interaction is captured with the label and outcome Email Forwarded. The team lead can now filter for all forwarded emails in a given period and identify whether escalation patterns point to a knowledge or tooling gap.

To learn more, see Interactions Detailed Reports Glossary.

Monitor the real-time estimate for the next customer queue wait time

You can now monitor the estimated wait time for the next customer entering a queue directly from the Queue Summary widget of your dashboard. The new Next Customer Expected Queue Wait Time metric is updated in real time based on the number of interactions in queue, the available agents and the recent handling times for interactions.

Use case example:

The supervisor monitors the Next Customer Expected Queue Wait Time metric and reallocates agents to the queue when this metric crosses a certain threshold before actual wait times increase thus providing an improved customer experience.

Identify and report parked interactions

You can now identify and report on parked interactions using multiple reports and dashboard widgets, such as:

• Interactions Detailed Reports
• Interactions Summary report
• Agent Status Change detailed report
• Agent Interactions Summary report
• Queue Summary report
• Agent Performance dashboard widget
• Queue Summary dashboard widget
• Activity dashboard widgets

When an agent parks an interaction, the interaction remains assigned to them but is temporarily set aside without being actively handled. Park Duration is tracked separately from Handling Duration, giving supervisors a clearer picture of what drives the total time required to complete an interaction.

Agents can park and unpark an interaction multiple times. To view ongoing interactions that are currently parked, open the Interactions Detailed Reports, add a State filter, select the <is> operator, and then select Parked from the list. This returns all interactions that are active but temporarily set aside by an agent. To include currently parked interactions in your results, select the Show ongoing interactions check box at the top of the report.

Use case example:

A supervisor notices that the end-to-end journey duration for email interactions are longer than expected. By filtering the Interactions Detailed Reports for parked interactions and reviewing park duration alongside handling duration, they identify that agents are frequently parking complex billing emails for extended periods, pointing to a need for additional training or escalation support.

Definitions for the new park metrics

The following definitions describe the new park metrics available across your reports and dashboard widgets:

---

What's new in the 8x8 Analytics for Contact Center 2.13 release?

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

Ability to view the email subject metric in Interaction Detailed reports

The Subject metric is now available in the Interactions Detailed Reports and Digital Channels Detailed report. It displays the subject line of email interactions, allowing users to better understand the context of each customer conversation.

Note: The Subject metric is currently available only for email interactions.

Benefits

• Faster context recognition: Helps users quickly identify the purpose of an email without opening each record, saving time during reviews.
• Improved categorization: Enables contact center managers to classify and group interactions based on subject themes.
• Proactive issue detection: Facilitates trend spotting across similar email subjects, helping teams address emerging concerns before they escalate.

To include the Subject metric in a report:

1. From the menu, go to either Detailed Reports > Interactions, or Digital Channels> Detailed.
2. Select a timeline for your report.
3. Click the Customize table icon from the right-hand side of the search bar to edit the report metrics.
4. Locate the Subject metric in the list.
   
5. Click next to the metric to view the metric in the report.
6. Click Save.
7. Click Search to view the results.

Note: This metric is currently available only for email interactions.

Introducing new Focus metrics for digital interactions

We have introduced new Focus metrics to help contact center supervisors and managers understand how agents manage concurrent digital interactions such as chats and emails. These metrics show when an interaction was actively open and selected by the agent in 8x8 Agent Workspace. This provides a more accurate view of how agent attention was distributed and helps explain inflated handling time caused by multitasking.

You can add these metrics in the Interactions Detailed Reports and the Agent Interactions Summary report.

Focus metrics in the Interactions Detailed Reports

In the Interactions Detailed Reports, you can add the following new Focus metrics.

An interaction is considered in focus when its window is open and visible to the agent in 8x8 Agent Workspace. When the agent moves to another interaction, the original interaction is considered out of focus.

• Focus: The number of times a digital interaction was actively in view in an agent’s workspace.
• Focus Duration: The total time a digital interaction was in focus across all agents who handled it.
• Longest Focus Duration: The longest continuous period a digital interaction remained in focus for any single agent who handled the interaction.

View the focus metric on the end-to-end journey of an interaction

The focus metric is shown on the interaction flow diagram using the Focus icon. It indicates when the interaction window was actively open and visible to the agent in 8x8 Agent Workspace. Each time the agent switches to another interaction, a focus change is recorded.

When analyzing an interaction journey, the focus indicator provides additional context by showing how agent attention was distributed throughout the interaction lifecycle.

Focus metrics in the Agent Interactions Summary report

You can customize the Agent Interactions Summary report template and add the following Focus metrics.

An interaction is considered in focus when its window is open and visible to the agent in 8x8 Agent Workspace.

• Focus Time: The total time an agent actively viewed and worked on digital interactions.
• Average Focus Time: The average time an agent had digital interactions in focus.

For answers to frequently asked questions about the Focus metric, refer to this 8x8 Support article.

---

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