What's new in the 8x8 Analytics for Contact Center 2.10 release?

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

Enhanced reporting metrics in the Detailed Reports

We recently introduced new metrics in the Interactions Detailed report to enable supervisors to have better insight into their customer's journey. They include:

  • Customer Journey Duration: This metric lists the time duration that a customer spent on an interaction (such as script time, time in a queue, handling time, time on hold, and post call survey time). The value for this metric is not displayed for old data.
  • Participant Group ID: This metric enables the supervisor to see the unique identifier of the specific group the agents are part of.
  • Participant Group Name: This metric enables the supervisor to see the name of the specific group the agents are part of.

To learn more about these metrics, see new reporting metrics for customer journey.

Ability to filter by repeated interactions

We recently introduced a new feature that allows supervisors to filter by repeated interactions in the Interactions Detailed report. As a supervisor, you are able to filter these interactions by the customer’s name, phone number, email address, or social media ID. To learn more, see filter report for repeated interactions.

Introduction of the interaction flow in the Detailed Reports

To have a better understanding of all the events that took place during an interaction, you can access a visual representation diagram that shows the end-to-end journey of an interaction. The interaction flow displays detailed information that you can use to improve customer experience and drive professional growth for your agents. To learn more, see access the interaction flow.

Ability to access recordings of customer interactions in the Detailed Reports

Supervisors now have the ability to access recordings of customer interactions. These recordings reside in the 8x8 Quality Management and Speech Analytics application, but can be accessed in the Interactions Detailed report. To learn more, see access recordings for customer interactions.

Introduction of a new Script Paths report

We recently introduced a new Script Paths report that displays a high-level view of your contact center's IVR. The numbers on each path represent the total number of calls going through that specific path. It helps you identify which IVR objects are used by your callers as expected and which paths are not. To learn more, see access the script paths report.

Introduction of the Customer Experience Digital Channels Detailed Report

We have introduced the Digital Channels Detailed report for chat and email interactions. This new report was originally available in Customer Experience. The report displays analytics associated with digital channels. It also offers a graphical view of the complete digital interaction journey from the time it enters the contact center until the time the interaction is terminated. You can access this report by navigating to the Digital Channels menu and selecting Detailed. To learn more, see access the digital channels reports.

Introduction of the Post Call Survey Public API

A Post Call Survey (PCS) is a questionnaire presented to the caller at the end of a call, typically to collect feedback about the quality of service offered by the company. Companies use a survey to gather feedback from customers, and analyze the collected data to help improve their services. You can get feedback on the overall product quality or service quality, get to know the customer satisfaction, and take corrective actions.

The Post Call Survey Public API will allow supervisors to configure endpoints that will enable them to gather valuable customer feedback. The PCS API contains three endpoints.

The Survey Summary

The Survey Summary is an aggregated endpoint. It contains multiple surveys, based on your selection. You can filter by agents, queues, and surveys. Some of the metrics associated with this endpoint include:

  • Survey ID: It indicates a unique identifier associated with a survey.
  • Survey name: It indicates the name associated with a survey.
  • Achievable score: It indicates the maximum score that can be obtained for a specific survey. Skipped surveys are not counted when computing the achievable score.
  • Actual score: This new metric indicates the score obtained for a survey.
  • Completed: It indicates whether a survey is completed.
  • Opted in: It indicates whether a customer chose to participate in a survey.
  • Score: It indicates the ratio between the achievable score and the actual score. The value is represented as a percentage.
  • Started: It indicates the date and time a customer started a survey.

The Survey Questions Summary

The Survey Questions Summary is an aggregated endpoint. It contains metrics that are available for each question on a survey. They include:

  • Achievable score: It indicates the maximum score that can be obtained for a specific survey.
  • Actual score: It indicates the score obtained for a survey.
  • Answered: It indicates whether a customer answered a question on a survey.
  • Hungup: It indicates whether a customer abandoned a survey.
  • Invalid answer: It indicates whether a customer selected an invalid answer.
  • Score: It indicates the score for each question.
  • Skipped: It indicates whether a customer skipped a question on a survey.
  • Valid answer: It indicates whether a customer selected a valid answer.

The survey score and respective answer for each question is displayed. The number of invalid answers provided for each question is compiled, along with the number of times a question was skipped.

The Detailed Reports Survey

The Detailed Reports Survey shows detailed information associated with a survey. It also displays metrics for agents, queues, interactions, transactions, questions, and surveys. The available survey types are:

  • Callback: It indicates a call is placed to a customer in order to complete a survey.
  • Stay on call: It indicates a customer remains on a call after an interaction, in order to complete a survey.
  • Null: It indicates a customer call is configured in order to be forwarded directly to a survey.

Reporting for Agent-to-agent chat transfer

Agents can transfer chats to each other. For example, agent A answers a chat and decides to transfer it to agent B. Here are few scenarios:

  • Scenario 1: Agent B is alerted and answers the chat
  • Scenario 2: Agent A changes their mind and cancels the transfer
  • Scenario 3: Agent B rejects the transfer
  • Scenario 4: Agent B doesn’t answer the chat during the pre-selected alert time frame

As a supervisor, you have the ability to track agent to agent chat transfers for all these scenarios. The filter label used to identify chat transfers in the Interactions Detailed report is Blind Transfer.


The agent-to-agent chat transfer is also reflected in the following reports:

Display metrics as a large number for the Agent Performance and Queue Summary real-time widgets

Real-time widgets allow you to access the key performance indicators for queues and agents in real time or in short time intervals. Whether you are tracking the number of agents available to take calls in real-time or the average waiting time in the last 30 minutes, get the data in real time using these real-time widgets. You can configure the Agent Summary and Queue Summary real-time widgets to display up to 3 metrics as a Big Number. This is ideal when displaying information on a large screen in a contact center.

You can configure the Queue Summary real-time widget to display up to 3 metrics as a Big Number. This is ideal when displaying queue-related information on a large screen. It makes it easier for both agents and supervisors to view these real-time metrics.

To configure the queue summary widget:

  1. From the menu, go to Dashboards.
  2. Click New to create a new widget.
  3. Click and select Queue Summary from the drop-down menu.
  4. The Add widget window appears. Specify a name for the widget.
  5. From the View Metrics As drop-down list, select Big Number (up to 3 metrics).
  6. After selecting your desired metrics, click Save.

Information relevant to your selected metrics is displayed as large numbers.

You can configure the Agent Performance real-time widget to display up to 3 metrics as a Big Number. This is ideal when displaying agent-related information on a large screen. It makes it easier for both agents and supervisors to view these real-time metrics.

To configure the agent performance widget:

  1. From the menu, go to Dashboards.
  2. Click New to create a new widget.
  3. Click and select Agent Performance from the drop-down menu.
  4. The Add widget window appears. Specify a name for the widget.
    • From the View Metrics As drop-down list, select Big Number (up to 3 metrics).
    • From the Queue drop-down list, select a queue.
  5. After making your selections, click Save.

Information relevant to your selected metrics is displayed as large numbers.

To learn more about configuring real-time widgets, see create a dashboard using widgets.

Other features

The navigation sidebar of the application has been enhanced to align with other 8x8 applications. You will notice a familiar look and feel, along with an updated 8x8 logo.

Previous Releases

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