What's New in the 8x8 Analytics for Contact Center 2.2 Release?

This release focuses on ease of use, flexibility in customization, and easier access to 8x8 Contact Center data. We have introduced the following enhancements in the 8x8 Analytics 2.2 release:

Introducing Subtotals and Totals of metrics

8x8 introduces subtotals and grand totals of metrics in the aggregated and custom reports. Whether you are tracking agent performance or assessing queue traffic or checking how often agents change status, you can now access the sum of these key metrics by grouping similar data. As a contact center supervisor, have you noticed a spike in the average handling time of phone calls or average waiting time in queues this past week? Run the reports, get to the metrics and gain actionable insight. Get to know the performance of agents and queues for a specified time range at specific intervals of time. You no longer need to manually roll-up the data to assess issues impacting your contact center.

Let’s say you want to run a quarterly report to check the performance of agents. In the Agent Interactions Summary report, select the time period, and look at the total number of interactions for each month and the grand total of interactions handled during the entire quarter.

To track an individual agent’s performance, you can look at the total number of interactions handled by the agent in the specified time range and at the specified granularity. For example, To know the metrics for interactions handled by agent Jeff this week, get the grand totals for the week, drill down by day, and within the day, view the data by the specified time interval.

Let’s say you are supervising Tier 1 Support queue in your contact center and you want to check the performance of your queue this past week. You can run a report broken down by day and then by agents. Now, if you want to drill down further and extract data by media, say what was the traffic on phone queues vs chat queues, you can do it all.

Let’s say you want to review the average handling time (AHT) of phone interactions by your Tier 1 agents this past week and you notice it is higher than usual, you can drill down and look at the metrics for each day, and further identify the agents who have handled long duration calls.

You notice that the Average waiting time (AWT) is quite high this past week, view the totals by day, drill down further to understand if there was a surge in traffic causing the delay.

Selecting Date Range

While selecting a date range for your report, the granularity is set to a suitable value by default. For example, if you choose to get data for the past week, the granularity is set to 15 min by default. You can set it to hourly or up to a day. If your date range exceeds a week, you can set the granularity by week, day, hour. If your date range exceeds a month, you can set the granularity by month or year. If you choose to look at data for more than a year, view by year.

NOTES:
- When the granularity is higher than a day, the data is computed by that granularity for subtotals.
- When the granularity is smaller than a day, the subtotals will still be computed by day, then by the inclusion selected in the report, and then by the selected granularity.
- When the selected granularity is None, the subtotals will compute the selected inclusion without breaking it down by specific time periods.

Introducing new metrics

We have introduced the following new metrics in the Agent Interactions Summary report:

We have introduced the following new metrics in the Agent Performance dashboard:

Check out the glossary for historical metrics and real-time dashboard metrics.

Introducing new APIs

New and improved APIs for real time reporting and historical reporting give you more flexibility in accessing data captured within 8x8 Analytics for Contact Center. Click here to learn more.

Previous Releases