What's new in Analytics for 8x8 Work?

In this release, we have introduced the following enhancement:

Call Queues Public API available for Analytics for 8x8 Work

We have introduced a new Call Queues Public API v2 for Analytics for 8x8 Work. It enables users to retrieve agent activity metrics for the selected PBXClosedPrivate Branch Exchange—a private telephone network used within a company.. To learn more, see our developer documentation for Get agent activity metrics per queues.

What's new in the Analytics for 8x8 Work 3.2 release?

In the Analytics for 8x8 Work 3.2 release, we are introducing an updated Active Calls report with a modern dashboard. This redesigned report ensures users have a consistent user experience when navigating between 8x8 product offerings. Metrics displayed in the report have been re-organized to enhance the user experience. You can search for specific calls, download a summary of the report, and view additional details for each call.

Note: This updated report will not contain any historical data from the previous Active Calls report.

You can access this report from the Call Report menu.

To generate the report:

  1. From the Company Summary page, select a date range from the drop-down list.
  2. From the navigation menu, go to Call Report.
  3. Select Active Calls to display the report.

Note: If you have multiple PBXs, select the appropriate one from the PBX is drop-menu.

You can download data displayed in the report either as a CSV or an XLSX file.

To download the report:

  1. Click next to the search bar.
  2. You are presented with two options:
    • Export XLSX: Select this option to download the report as an XLSX file.
    • Export CSV: Select this option to download the report as a CSV file.


After making your selection, the report is downloaded and available in your downloads folder.

The following table lists and describes the data displayed in the report.

Column Description
Call ID A unique call identification number that identifies all legs of the original call.
Start Time The time a call starts. The call starts as soon as a caller goes off hook to dial.
Answered Time The time when the call is answered.
Talk Time Duration of the call so far (refresh the report to update this measurement to a later time).
Caller The phone number of the caller.
Caller Name Caller name of the extension from which the call originated.
Callee The phone number of the called party.
Direction Indicates the direction of the call as incoming, outgoing or internal.
Current State (Call Status) Indicates the label a call is currently in. Labels were introduced as a way to reflect the journey of the call by displaying the various statuses for the call. Example of labels: TALKING, WAITING, ALERTING, MISSED, REJECTED, ONHOLD, TRANSFERRED, DISCONNECTED, IN SCRIPT, FINISHED.
Total Call Duration The duration of the call from the start time until now.
Queue Wait Duration The time spent by the customer waiting in a queue.
On Hold Duration The total time an interaction was placed on hold.

While viewing the Active Calls report, you can select a call record to display additional information such as:

  • Interaction Details: It displays detailed information associated with an interaction. Some of the metrics shown include:
    • Call ID: It indicates the unique call identification number that identifies all legs of the original call.
    • Direction: It indicates whether the call is incoming, outgoing or internal.
    • Labels: It indicates the various statuses of a call. The possible states a call can be in are: TALKING, WAITING, ALERTING, MISSED, REJECTED, ONHOLD, TRANSFERRED, DISCONNECTED, IN SCRIPT FINISHED, and WAITING.
    • Reference Call ID: It indicates the unique call identification number of a transferred call. This field is only populated in case of a transferred call.
    • SIPClosedSession Initiation Protocol—a telecommunication protocol for signaling and controlling multimedia communication sessions.: It indicates the Session Initiation Protocol Call ID for the call.
  • Caller Details: It displays detailed information associated with a caller. Some of the metrics shown include:
    • Caller ID: It indicates the caller’s number and/or name.
    • Caller: It indicates the phone number of the caller.
    • Caller Name: It indicates the extension from which the call originated.
  • Callee Details: It displays detailed information associated with a callee. Some of the metrics shown include:
    • Callee: It indicates the phone number of the called party.
    • Callee Name: It indicates the name of the called party.
    • Callee Device ID: It indicates the unique identifier of the callee’s device, if available.
    • Callee Device Model: It indicates the device model used by the callee in this leg of the call.

Previous Releases

To learn more about the features and enhancements introduced in the previous releases, click here.