What's new in the Analytics for 8x8 Work 3.0 release?

In the Analytics for 8x8 Work 3.0 release, we introduced an enhanced reporting capability for tracking incoming call activity to phone numbers through the Calls by DIDClosedDirect Inward Dialing report. This updated report is accessible as part of the Extension Summary report. You can now group calls by their extension or by their DID from the Group by drop-down menu. In the Calls by DID report, you can track the total number of inbound calls received by a phone number and the number of calls that were answered. You can also view additional call metrics, such as the user's name assigned to the DID, the type of extension linked to the DID, and more. To learn more, see Group by DID report.

Note: This new report will contain DID information starting with calls conducted on February 13th, 2024. It will not contain historical information.

What's new in the Analytics for 8x8 Work 2.7 release?

In the Analytics for 8x8 Work 2.7 release, we introduced an extended support for French.

What's new in the Analytics for 8x8 Work 2.6 release?

In the Analytics for 8x8 Work 2.6 release, we have introduced the following enhancements:

Introducing new time metrics in the Extension Summary report

This release introduces two new metrics in the Extension Summary report:

  • Inbound Talk Time: Cumulative talk duration of the inbound answered calls. It also includes the extension to extension calls.
  • Outbound Talk Time: Cumulative talk duration of the outbound answered calls. It also includes the extension to extension calls.

You now can see at a glance the time spent on answered calls, based on their inbound or outbound direction.

These metrics are available to customers through Analytics for 8x8 Work and also through the public API.

You can choose to display the Inbound Talk Time and the Outbound Talk Time metrics in the Extension Summary report, in the extensions summary chart, the extensions table view, and in the extension summary dashboard. You can do that either from the Extension Summary report or when scheduling an Extension Summary scheduled report email, from Customize table.

To display the Inbound Talk Time and/or the Outbound Talk Time metrics in the Extension Summary report:

  1. In the Extension Summary report, in the Top <x> extensions summary, select the desired metric, such as Inbound Talk Time or Outbound Talk Time.
  2. To view or hide fields in the report table, select Customize table and click .
  3. In the extensions table view, click the extension whose details you want to see.
  4. On the <Extension> window, under Time Statistics, select the desired metrics, such as Inbound Talk Time or Outbound Talk Time.

To customize an Extension Summary scheduled report email:

  1. While scheduling an existing report or creating a new scheduled report email, select the Extension Summary report and other parameters.
  2. Click Customize Report to view and hide or expose the data fields available in the report.
  3. Click to expose Inbound Talk Time and Outbound Talk Time metrics.
  4. Optional: You can click to hide any field.
  5. Optional: Use to move a field up or down.
  6. Click Save > Schedule.

Ability to receive a report at a specific time

In this release, you now can receive any report from Analytics for 8x8 Work at any time of the day you choose. Otherwise, the reports from Analytics for 8x8 Work will be delivered at the hour scheduled by default.

Note: The generated scheduled report will contain data up to 2 hours before the scheduled time. For example, if you schedule to receive your report at 6 am, the report will contain data up until 4 am.

To schedule to send a report at a specific time:

  1. While scheduling an existing report or creating a new report email, select the report you want to schedule and the other parameters.
  2. Under Time, select the desired time of the day when you want to receive the report.

For more details, see Scheduled Report Emails.

Enhanced date time range filtering for Call Detail Records report

In this release, by using the enhanced data time range filter, you now can generate one single CDRClosedCall Detail Record includes call details such as point of origin,end point, call direction, call duration, and more. report across two days.

Let’s say you need to generate a report to assess the call traffic for an overnight shift, such as from 7 pm to 7 am the next day. Select both dates, and start and end time of the overnight shift, and generate the data in a single CDR report. Select both dates and start and end time of the overnight shift and generate the data in a single CDR report. You no longer need to generate two separate reports (first one for the first day, from 7 pm to midnight, and the second for the next day, from midnight to 7 am), and then to merge them in a final report.

To filter CDR reports by date range for the calls tracking for a cross-day time range:

  1. While you are on Call Detail Records report, click to select the date range.

  2. From the calendar, select your desired date range:

    • Select the both dates that cover the overnight shift.
    • Select the start date and end date for the overnight shift.
  3. Click Search. The dashboard refreshes and displays the data for the overnight shift date range.

To learn more, see Scheduled report emails and Ring Group Summary report.

Previous Releases

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