What's new in Analytics for 8x8 Work?

In this release, we are introducing the new Calls Queues dashboard.

New Active Calls dashboard available in Analytics for 8x8 Work

A new Active Calls dashboard is now available in Analytics for 8x8 Work.

  • This dashboard replaces the old Active Calls report with a modern design.
  • It makes it easier to locate calls and monitor call activity in real time.

Important! The new dashboard does NOT include historical data from the old report.

Side-by-side view showing the old Active Calls report and the redesigned Active Calls Dashboard

Where to find it

  1. Log in to Analytics for 8x8 Work.
  2. In the menu, go to Call Report > Active Calls.
  3. Apply filters to begin monitoring calls in real time. Data automatically updates every five seconds.

Key features

  • Modern interface: Simplified layout with enhanced call status labels.
  • Call journey insights: View call status and journey directly in the main table, along with interaction details.
  • Search feature: Locate specific calls quickly.
  • Detailed panel: Expanded caller/callee and interaction details on the right side panel.
  • Filters and persistence: Your filters and columns remain when navigating away.
  • Multi-PBXClosedPrivate Branch Exchange—a private telephone network used within a company. support: Filter by PBX if your organization uses multiple PBXs.

Limitations

  • Export to CSV or Excel is not available.
  • Leg ID and specific redirect/service details are not included.
  • The refresh button has been removed. Data automatically updates every five seconds.

Benefit

This new dashboard:

  • Provides a consistent user experience across 8x8 products.
  • Delivers real-time visibility into active calls.
  • Helps admins and supervisors monitor live activity more efficiently.

To learn how to run the new Active Calls dashboard, see Run the Active Calls report.

New Call Queues dashboard available in Analytics for 8x8 Work

In the Analytics for 8x8 Work release, we are introducing an updated Calls Queues 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.

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 PBX. To learn more, see our developer documentation for Get agent activity metrics per queues.

Previous Releases

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