We have introduced the following new features and enhancements in the 8x8 Analytics for Contact Center 2.1 release:
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 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.
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.
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.
We have now introduced some visual improvements in the dashboard display on a wallboard. It is now optimized for viewing.
We have introduced the following exciting new features and enhancements in the 8x8 Analytics 2.0 release:
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.
Check out the brand new glossary for historical reports. Please note the known limitations of historical reports in this release.
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.
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.
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.
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.
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.
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