What's new in the 8x8 Analytics for Contact Center 2.3 release?
In the 2.3 release of 8x8 Analytics for Contact Center, we are introducing major new features and enhancements to offer you historical data and detailed reports for interactions.
- Introducing the historical widgets for dashboards
- Aggregating agent interaction metrics by agent group
- Ability to download reports
- Introducing the Agent Status - Login time report
- Introducing the Interaction Details report
In this release, we are introducing the historical widgets for all dashboards. Access the historical data about queue activity or agent activity for yesterday, last 7 days, last 30 days or select a date range. Whether you are tracking weekly activity of queues or performance of agents, customize your dashboard with historical widgets and real-time widgets to track the metrics that matter to you.
With historical data widgets:
- Access visual charts or tabular data of the selected metrics for queues, media types, agents or agent groups.
- Get refreshed data every hour with the metrics.
- Filter data for specific queues, agent groups, and media types.
As a supervisor, let’s say you want to understand how the number of interactions entered are linked to the handling time in a queue. Has there been a spike in the number of interactions and the waiting time on any day this past week?
- Log into 8x8 Analytics for Contact Center.
- Go to Dashboards. Select an existing dashboard or create a new dashboard.
Create a new historical widget for Queue Activity.
- Select the following metrics: Entered; Accepted, Abandoned, Processing time; Waiting time.
- Select the date range to be: Last 7 days.
- Select all queues by default or select specific queues.
- Click Save to view the data chart.
When you run the widget, you can see the data chart indicating the key metrics. You can see if the average handling time spiked with the number of interactions? Was there any correlation? Did the processing time increase? By just looking at the chart, you can now see the trends.
If you wish to simply track the queues with the highest wait times, set the time granularity to ‘None’ and run the report. You can now see the processing time and waiting time by queue. See which queues had a higher than average handling time? This helps in investigating further.
Agent Group Activity
Let’s say you want to review the performance of an agent group, compare their performance with other agent groups.
- Select to create an Agent Group Activity from the historical widgets.
- Select the date range to be Last 30 days.
- Select all agent groups by default or select specific groups.
- Select the following metrics: Presented, Accepted, Rejected, Average wrap-up time, and Hold time.
- Click Save to run the report. The data chart presents all the information visually.
If you wish to see the metrics for each agent group, simply select the data type to Table to view the numbers.
Let’s say you want to track key metrics such as average waiting time, processing time, and number of interactions by media type. What’s the average waiting time for voicemails? Which media type do we experience the longest waiting time?
- Select to create a Media Activity widget from the historical widgets.
- Select the metrics you wish. (Entered, Accepted, Abandoned, Longest waiting time)
- Select all media by default or specific media types.
- Click Save to run the report.
In this example, see how the average waiting time for voicemails is higher than phone, chat, and email media. When you switch to tabular format, you can see metric values for each media type.
Introducing the Contact Center Overview Dashboard
Monitor your business performance with a predefined dashboard with many key widgets that will help your business needs. Whether you are tracking average waiting time of queues this past month or comparing average wrap-up time of agents, find it all in the Contact Center Overview Dashboard out of the box. We have designed the dashboard with historical and real-time widgets showing key performance indicators.
From the menu, go to Dashboards to access the Contact Center Overview dashboard,
In the Agent Interactions reports, you can now aggregate metrics by agent group level. Select to group the data by agent groups, and further by media type, channels, and queues. The report now aggregates data by agent group. Get this information and compare the performance of individual agent groups.
You can now customize the reports to group data by agent group as well as by agent group and agent.
Group by: Group: Let’s say you want to see the total number of interactions handled by an agent group this past week. The members in the group serve multiple queues across media types and channels. You can now group the data by media type, channel, and queue.
Group by: Group & Agent: Let’s say you wish to access agent activity aggregated by group. Let’s say an agent group Tier 2 handled a total of 400 interactions yesterday. How many of them are handled by Rob Smith or Maya Ray?
The ability to aggregate metrics by agent groups is available in all the Agent Interactions reports. (Summary, Call summary, Handling and wrap-up, and By wrap-up code).
You can now download the reports in Excel format for better readability of the data. The report now includes a header with date range and time zone in addition to the highlighted subtotals and totals of the metrics.
To better track the availability and productivity of agents, we have now introduced a new report that offers login and logout time of each agent. What time did Rob log in this morning? What time did they log out? How many times did they log in during the day? What was their login duration? And more.
From the menu, select Agent Status > Login Time.
Gather all the details about an interaction - What queue was the call directed to? Who is the agent who handled the interaction? Was the call placed on hold? What was the duration of the hold? Was it transferred to another agent? What was the call outcome? Answer all these questions and many more using the data in the Interactions Details report. Select from a total of 56 metrics, arrange them to suit your needs, and even freeze those metrics that are key to the report data.
From the menu, select Detailed Reports > Interactions.
Further, you can filter data based on queues, channel ID, hold duration, and more.
Do you want to track only interaction details of a specific queue? Filter further to review interactions with a hold duration longer than 30 seconds, look at only inbound calls, interactions transferred blind, and more. Apply the filters and get data that meets your business needs.
Date and time range selection
You can select any of the following date ranges available for the Detailed Interactions report:
Today, Yesterday, Week to date, Last week, Month to date, Last month, Year to date, and Last X days.
You can also select an intraday time range which allows you to track activity within a work shift such as the early morning shift from 5 am to 12 pm.
Filtering using labels
Labels allow you to indicate significant events during an interaction journey. For example, ‘Accepted’ is a label that indicates that an interaction is accepted. Let’s say you wish to track interactions that were rejected and later abandoned. In the filters, select the labels for ‘Accepted’ and ‘Abandoned’.
Let’s say you wish to review all inbound phone calls which were on hold for longer than three minutes, select the filters for media type = phone and hold duration > 3 minutes.
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.
- 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:
- Avg Speed to Answer: The average time taken by an agent to accept an interaction while being offered an interaction
- Alerting: Number of interactions that are currently being presented to the agent via a queue or outside of a queue not including direct agent calls and direct agent chats
We have introduced the following new metrics in the Agent Performance dashboard:
- Rejected Timeout: Number of interactions presented to an agent, but not accepted during the allocated time
- Alerting: Number of interactions that are currently being presented to the agent via a queue or outside of a queue
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.
We have introduced the following enhancements in the 8x8 Analytics 2.1.1 release:
Ability to filter agent performance metrics by agent groups
Wish to gather performance data of agents belonging to a specific agent group such as Tier 1 in your customer support org? What’s the number of calls offered, accepted, rejected by agents belonging to a specific agent group during the last 30 mins or for the day? You can now track the overall agent metrics irrespective of queues. Simply choose the desired agent group in the Agent Performance dashboard.
- Log into 8x8 Analytics.
- From the navigation menu, go to Dashboards.
- In your existing dashboard, create a new agent performance widget.
- In the widget parameters to Display statistics by, select Agent Groups.
- Select the desired agent group from the list.
- Select the desired metrics and save the widget.
The widget now displays metrics for all agents belonging to the group.
NOTE: You can filter performance metrics by agent group for single agent status widget as well.
What has changed?
We’ve renamed some user interface labels for better usability within the agent performance widget dashboard.
- Resource is now Display statistics by
- Queue is now Single Queues
- Without Queue is now Direct/Internal Interactions
We have introduced the following new features and enhancements in the 8x8 Analytics for Contact Center 2.1 release:
Ability to Extract Agent Performance Data per Queue
Do you wish to review the performance of agents on a specific queue, or track the number of interactions agents handle per queue? You can now drill down the performance data of agents for every queue they serve. Let's say Emily is serving the Tier 1 and Tier 2 queues, and you want to understand the number of interactions handled by Emily in the Tier 1 queue. How many interactions did she accept, reject, or transfer on this queue today? You can filter the data per queue.
To filter agent performance data by queue:
In 8x8 Analytics for Contact Center, choose to edit an existing dashboard.
- Click to add an agent performance widget.
- In the configuration screen that pops up, select the queue using the drop-down menu.
Click Configure to select the desired metrics.
From the date interval categories, select the desired category: 15 min, 30 min, Real-Time, or Today.
From the sub categories available, select the desired metrics.
The metrics for agent performance widget are now organized under three subcategories:
Agent status metrics: This subcategory offers agent status metrics, such as the time an agent has spent on different statuses for a specified time interval. How long has Emily been logged in? How long was she available, on break, working offline? View these metrics and many more.
Queue specific metrics: This subcategory offers metrics specific to a chosen queue, such as the number of accepted, rejected, transferred interactions by an agent in a queue. How many interactions did Emily accept in the last 30 minutes from the Tier 1 queue? How many calls did she reject? View these metrics and many more.
Overall metrics: This subcategory includes metrics about interactions handled outside of queues, such as internal calls (agent-to-agent calls) and direct inbound calls.
- Save the widget. The widget launches with data in the dashboard.
Prior to this release, saving a dashboard or an aggregated report continued to keep you in edit mode. The workflow has now changed. Saving your changes to a dashboard or an aggregated report now switches you to view mode. Click in the upper-right corner to switch to edit mode.
Ability to Retain the Granularity Settings in Reports
When you define date range granularity in reports, your settings are now retained if applicable for the date range. Let’s say that, in your agent performance aggregated report, you have chosen to get the data on a weekly basis for the past two weeks. If you change the date range to get data for the past four weeks instead, the weekly granularity setting is retained. This offers an improved experience. Prior to this release, when you modified a date range in an existing report, the granularity was reset to None.
Usability Improvements in the Wallboard Display
We have now introduced some visual improvements in the dashboard display on a wallboard. It is now optimized for viewing.
- User-friendly display colors: We have introduced more user-friendly color schemes for display.
- Effective use of screen real estate: Column width in the data tables automatically adjusts to the minimum width without hiding or truncating any data. To ensure the best use of the on-screen real estate and to better fit data from multiple widgets, the spacing between the widgets is now minimized.
- Time zone placement: The time zone is now moved to the upper-right corner and displayed in the clock setting format hh:mm.
We have introduced the following exciting new features and enhancements in the 8x8 Analytics 2.0 release:
- Introducing historical reporting for agents and queue interactions
- Ability to schedule and share custom reports
- Ability to export historical reports in CSV format
Introducing Historical Reports
We are introducing an entire suite of historical reports in the 8x8 analytics 2.0 release. All these reports for agent interactions, agent status, and queue interactions provide rich historical data. Whether you want to learn about the agent performance this past week or assess the call traffic to queues including the number of calls entered, answered, abandoned, and more, simply tap these historical report templates, customize them, and make insightful business decisions with the data received.
You now have the ability to select templates from one of the following three report categories and to configure them to meet your business needs.
- Agent Interactions: Learn about the agent behavior, activities, and their performance while interacting with customers. Track the number of interactions processed by agents, time spent processing them, time spent wrapping up these interactions and more.
- Agent Status: Get to know how often the agents changed their statuse, how long they stayed in the status, and the reason they changed status via status codes.
- Queue Interactions: Provide an insight into the call traffic in queues by tracking the number of interactions which entered a queue, interactions that were answered, and the number of interactions abandoned etc.
Agent Interactions Reports
In addition to the Agent Interactions Summary template introduced in 1.3.3 release, we have now introduced the following new templates for agent interactions offering supervisors the ability to track agents’ performance better:
Agent Interactions Call Summary: Wish to get data about the number of inbound calls, outbound calls, internal calls, transfers, conferences handled by agents? The Call Summary report now provides metrics about the calls handled along with the time spent on these calls. Whether you want to know the longest hold time of an agent, or the average time processing the inbound calls, this report can offer the data you are looking for.
Agent Interactions Handling and Wrap up Report: Wish to access information about how well the agents are handling the interactions and how quickly they are wrapping up after terminating the call? This report offers data about the average handling time, average wrap up time for calls handled by agents in addition to the many metrics indicating agent performance.
Agent Interactions Wrap up Codes Report: Wrap up codes, also known as transaction codes, indicate the outcome of every interaction. Based on the company’s business needs, you can define the transaction codes. For example, in an outbound call, wrap up codes may indicate if the call was answered by a customer, or was answered by a machine, or ended up in a wrong number. This information helps you to know how many outbound interactions were answered live.
You can customize these report templates as desired.
Agent Status Reports
To learn more about how your agents are using their time and understand the reason for their status changes, we now offer two reports templates:
Agent Status - Time on status: Wish to take a deeper dive to learn more about how your agents are using their time? How long have they been logged in, how long were they available, what was the time spent handling interactions, time spent wrapping up, time spent on break, and more. The Time on Status report offers these details.
Agent Status by Status Codes: Status codes, also known as reason codes, define the reason for change of status. For example, when an agent wants to change their status from Available to Work offline, they are prompted for a reason for status change via status codes. Agents may choose to work offline for case management, or attending a team meeting or demo etc. This report provides the number of interactions with a specific status code per agent per group.
For metric definitions, refer to the Agent Status - Time on Status glossary.
Queue Interactions Reports
Track your Contact Center health by following queue specific interactions/metrics. The following report templates are available:
Queue Interactions Summary: Check out the number of interactions that entered a queue, number of interactions accepted by agents, rejected, diverted, abandoned by callers, and more. Also access time metrics such as average wait time for interactions, longest wait time, processing time, wrap-up time etc. for queues. If the wait time is too long for a queue, this may indicate inadequate staffing issues in the queue.
For metric definitions of the report, refer to the Queue Interactions Summary glossary.
Queue Interactions Abandoned:Track the number of interactions abandoned while waiting to be served in the queue. They may be abandoned within 5 seconds of entering the queue or later. Abandoned calls may be the result of longer wait times or incorrect call routing. As a contact center supervisor, you want to track abandoned calls, understand the reason for abandonment, and take corrective measures to limit abandonment.
For metric definitions of the report, refer to the Queue Interactions Abandoned glossary
Queue Interactions Accepted - Online: Wish to know how fast agents are accepting queued phone and chat interactions? Phone and chat interactions typically warrant quick response time from agents and hence are categorized as online interactions. Access data about the number of interactions accepted by agents within 5 seconds, 5-10 seconds, 10-20 seconds, 20-30 seconds, and more, of entering the queue. This helps in tracking how quickly agents are responding to the interactions.
For metric definitions of the report, refer to the Queue Interactions Accepted Online glossary
Queue Interactions Accepted - Offline: Typically, agents prioritize emails and voicemail interactions after responding to phone and chat interactions. So, the response time on these interactions are usually longer than the response time for phone calls and chats. This report offers metrics about the response time for emails and voicemail interactions accepted by agents.
For metric definitions of the report, refer to the Queue Interactions Accepted Offline glossary
You can get data in the report template with the granularity set to 15 minutes. Let’s say you want to review the agent interactions data for July 8th, you will see the data refresh every 15 minutes.
Ability to download Reports in CSV format
You can now download all these historical reports and access them at any time. Simply click the button to download the report in the CSV format. The downloaded file opens to view the data.
Every time you download a report, it saves a download notification. Pending notifications are indicated by a red dot on the bell in the upper right hand corner of the report template. Click the bell to view the notifications. If a download has failed, simply use the download button in the notification to attempt downloading the file again.
Automatic Data Synchronization
If your contact center administrator adds a new queue or an agent, the historical report will reflect data for the new entities within 15 minutes of creation if no filters are applied.
You can customize the historical report templates to meet your needs and save it for reuse. From any report template, click Customize to modify the report template as desired. Select the required report dimensions, apply the filters, preview, and save the report. You can access the saved report under Custom Reports in the navigation menu. You can edit, delete, and schedule a custom report. Let’s say you want to track the total break time taken by agents daily, you can choose the Agent Status - Time on Status report template, select the metrics to include just the break time, save it, and run the report.
You can now schedule reports and receive them via email daily, weekly, monthly, and select from a wide range of metrics and filters to generate a report most suited to your business needs. This way, you can gain better insight into your contact center performance by focusing on the most critical data. You can choose to send scheduled reports to your colleagues or external contacts to keep them updated. To schedule a report, you must first create a report and save it. For details on scheduling a historical report, click here.