What's new in the 8x8 Analytics for Contact Center 2.6 release?
In the 2.6 release of 8x8 Analytics for Contact Center, we are introducing feature enhancements offering an improved experience.
Ability to gather aggregated data for intra-day time intervals
In the aggregated reports and historical widgets, you can now gather data for specific intra-day time intervals. Let’s say you want to gather data about agent activity during your company’s second shift from 8 am to 4 pm, you can now select the intra-day time interval and gather data for that time period.
Note: This includes all interactions which:
- Initiated and ended during the selected time interval.
- Started in the previous time interval but ended in this interval.
- Initiated in this interval but continued to the next interval.
Introducing a metric for newly queued interactions
We have now added a new metric to compute just the number of new interactions which entered a queue during the specified time interval. This helps in understanding the inflow of new interactions within a specific time or date range. This metric is different from the Entered metric. While the number of entered interactions include accepted, abandoned, diverted, and waiting in queue, the New in Queue metric includes only those interactions that have entered the queue within the specified time interval. This metric is available in the historic as well as real-time queue reports. They include only those interactions that have entered the queue in the specified time interval, excluding those that entered the queue in the previous time interval, but are waiting in the queue in the current interval.
Log into any historical or real time report for queues to access the ‘New in Queue’ metric. The new metric is available via:
- Queue-related reports
- Queue-related widgets
- Real-time & historical metrics public APIs
Example: Acme corporation has limited support on Saturdays and gets very few calls. Acme's customers know that it can take up to 10 minutes for their call to be answered. A customer calls in at 9:10 AM and an agent accepts the call at 9:17 AM. There are no other calls between 9:00 AM and 9:30 AM. The report on that day with 15 minute granularity shows the following values:
|Entered||New in Queue||
|Apr 28, 2021 09:00 - 09:15||1||1||0|
|Apr 28, 2021 09:15 - 09:30||1||0||1|
Identify interactions forwarded to callback
Do you want to track the interactions which were forwarded to callback? In the Interactions Details report, you can now identify those interactions which were opted for callback and resulted in callback. Interactions which were forwarded for callback may be cancelled after a time period set in the IVR script. You can track these interactions using the appropriate label.
- Label - Forwarded to callback: Tracks interactions that resulted in agents calling back. Includes queued and non-queued interactions.
- Type is callback: Lists all interactions marked for callback, as well as those that resulted in callback, and those that were cancelled from callback.
- Label - Cancelled callback: Tracks callback interactions which expired - no agent was available in the expected validity based on the default time set in the IVR (currently max 6 hours).
Note: Callbacks can be either outbound or inbound, depending on their type:
- Web callbacks of type “call me now” or “call me after a certain delay” are inbound
- Web callbacks of type “call me when agent is available” are outbound
- Callbacks created by the IVR script are always outbound
The web callbacks of type “call me now” or “call me after a certain delay” are considered inbound because these calls are made into an (inbound) channel and are otherwise treated the same way as ordinary inbound calls.
Ability to share custom reports via shareable links
We have now introduced the ability to share custom reports with external parties via shareable links. Simply copy the links to downloadable reports in CSV or Excel format. Irrespective of when the report link was copied, the links when accessed will download the latest version.
To enable shareable links for custom reports:
- Go to Custom Reports from the menu.
- Select a report from the list, click and select Share.
- In the Share report dialog, enable:
- Share report as CSV
- Share report as Excel
- Click to copy the link and share it with group members or external users who do not have access to these reports.
To revoke access to these reports via the links, simply disable these settings.
Enhancements to dashboards
We have introduced some visual enhancements to the dashboards and wallboards:
Ability to adjust display font size of wallboards
With the new enhancement, you can adjust the font size of wallboard data directly from the wallboards. Simply click the edit icon on the top right corner of the wallboard to adjust the font size to suit your preferences.
Note: The font size changes:
- Apply to the wallboard being edited only.
- Available to this user and on the selected browser only.
- Remain set indefinitely until edited.
Flexibility to view more data
To accommodate more data in the available wallboard space and to optimize the real-estate of the dashboards, we have introduced the option to display data in a compact view. With the compact view option, you can fit more data on the wallboards. When enabled, this option reduces additional space between the rows and displays more data within the available screen space.
You can also enable the compact view option in the dashboard view within the 8x8 Analytics for Contact Center application. It reduces the space between the widgets in the dashboard.
Bold color palette for threshold visual notifications
We have now updated the color palette for threshold notification on the wallboards. The colors alerting the thresholds are now carefully selected to be easily distinguishable and visible from a distance. The palette for visual notifications now uses bright and contrasting colors.
Note: The existing threshold notification will not be updated automatically. To update the existing thresholds, you will need to edit and manually select colors from the updated palette. All new thresholds will automatically inherit colors from the updated palette.
Enhanced sorting of agent names
To simplify searching of agent names in reports and widgets, we have grouped the agent names under agent groups and sorted them alphabetically. Deleted agents will be grouped under one single section: No Group
Canadian French localization improvements
We have localized the following components in the application to French Canadian.
- Scheduled report emails are now translated into Canadian French for users with Canadian French locale selected for 8x8 Analytics for Contact Center. Beginning this release, all emails body will be translated for new or existing scheduled emails.
- The list of timezones available for reporting is now localized in Canadian French.
Limitations addressed in the current release version
|Deleted agents removed from the default view of real-time widgets||When the option "Sync agents automatically" is toggled ON, the deleted agents will not appear anymore on the agent-related widgets (Agent Performance, Agent Resources). This behavior will be persisted no matter if the 'include logged out' toggle is on or off.|
|Extra day of data outside of the selected date range no longer affecting reports||The issue caused by incorrect handling of Daylight Savings Time is now addressed. All reports should properly display the data only from the selected date range.|
Agent reporting enriched with internal calls data
Agent Interactions - Summary and Agent Status - Time on Status reports were enriched to encompass internal calls as well. All reports metrics will be incremented in case of internal calls as well. All agent reports are now consistent in terms of what scenarios are covered.
|Limit removed from custom metrics formula||
Existing limit of max 5 operations per custom metric was increased to 50, enabling a wider and more complex range of calculations possible for a custom metric.
|Access issues addressed:||
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.
Aa a supervisor of 8x8 Contact Center, you can now log into 8x8 Contact Center Analytics via the application panel.
- Log into https://login.8x8.com.
- Enter your log in credentials and click Login.
- 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.
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.
The Interaction Details report offers the following data about campaign interactions.
- Campaign name: Name of the campaign
- Campaign ID: The unique identifier of the campaign
- Record ID: The unique identifier for each campaign call
- Disposition action: Every attempted campaign call may be labeled with a disposition action for follow-up. The supported disposition actions are 'Try Again', 'Schedule Call Back', and 'Do not Call'.
- External transaction data: This data refers to the name value pairs that will be used for populating the transaction panel when an agent is offered the interaction.
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:
- From the menu, go to the Detailed Reports > Interactions.
Using the filter, select Type is Campaign. Click Search to extract only the campaign interactions.
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
We have introduced new enhancements to improve the visualization and accessibility of data on the dashboards.
You can view data in historical widgets as heat maps. A heat map uses a system of color coding to represent values. It is useful when you have large data and you need to detect the outliers quickly. Let’s say you want to track the hold time of your agent groups and understand the groups with higher than usual hold time, simply select the Agent Group activity widget, select the desired agent groups, and choose to view metrics as a heat map. Upon saving the widget, the data is shown as a heat map with outliers in a deeper warm tone of red. Simply hover over the cell to access the agent group name, the date, and their hold time. The darker the shade, the higher the value of the metric.
- The heat map chart can only be set up for a single metric.
- If the cell is empty, it means that there isn’t any activity on that metric. If the cell shows zero it means that the activity that did happen did not affect the metric on the chart.
- The maximum supported volume of data is 1000 entries. If your report contains more data, you will see an informative message.
We have now added two new forms of graphical charts to represent data. The dotted line chart and the area chart offer you new ways to represent data for historical widgets.
To select the new graphical charts:
- In the Dashboard, select to add a new historical widget.
- By default, the data visualization is set to the chart format.
- Next to the metrics, click to select the chart type.
Click Save to launch the chart.
Additionally, you can view the grand totals of the key metrics on the legend. While editing a widget, simply enable the option to Display Grand Totals.
For all the real-time widgets, you can now visualize data through charts. The chart refreshes every five seconds. Previously, the data display was limited to tabular format.
Availability: Available for Agent Performance & Queue Summary widgets
To set up your widgets as a chart, add a new widget or start editing an existing one and select to view metrics as a chart from the drop-down list presented on the customization pop-up.
You can also download widget and reports containing graphical data in jpeg, png, pdf, and svg format in addition to the ability to download reports in CSV or excel format.
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.
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:
- Interactions in which the agent has been in the Available state during the interaction handling. For example, Direct agent calls in which the agent is not in a Busy state will be incremented for handling time.
- Interactions with no wrap up code selected by the agent
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.