Available filters for Recent Calls

You can filter calls coming to your contact center by channel, queues, date, and more. For a complete list of filters in Recent Calls, check the following table:

Available Filter Groups Description
TenantClosedYour unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting.
Date Range Specify the date and time range to filter data displayed, such as a few hours in the past, the whole month and history
Call
  • Call Direction: Select the direction of calls such as Inbound or Outbound.
  • Call Type: Select the type of calls, such as Queued, No QueueClosedA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded., Verification, and more:
    • Queued: Select the calls that entered a queue after IVR.
    • No Queue: Select the calls that did not go through a queue, such as outbound calls made directly on PSTN by an agent.
    • Direct AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Routing: Select the calls that were routed to an agent directly.
    • Agent-to-Agent: Select calls that were made between agents.
    • Agent Verification: Select verification calls, the calls placed by an agent at the beginning of their shift to test if they can receive calls.
    • Post Call Surveys - Callback: Select system-dialed Post Call Survey calls in response to call back opted by customers.
    • Hangup in IVR: Select the inbound calls that hung up in the IVR.
    • Hangup before IVR: Select the inbound calls that hung up before reaching IVR.
    • Voice Mail: Select the calls that were forwarded to voicemail, such as calls that are rejected by an agent.
    • Call Forwarded: Select the calls that were forwarded to an external number or an IVR.
    • Direct Agent AccessClosedIn an IVR script, direct agent access permits a caller to reach an agent directly rather than through skills-based routing logic.: Select the calls that went directly to an agent.
    • Web Callback: Select the calls that were web callback. The web callback calls are requested by visitors who do not want to wait in the queue.
    • My Recording: Select the calls that were placed by agents to record personal greetings.
  • Hangup By: Select Hangup filter option(s) to report on an agent, caller, or system. System hangup is an event terminating a call, for example, reaching the IVR Default Termination or an IVR Exit point with a hangup object.
  • Outcome: Select one or more calls outcome such as calls rejected by an agent, calls that the caller spoke to an agent, or calls that have gone to a voicemail, etc.
  • Transfer: Select one or more call transfer options to report on, such as transfer to an agent, another number, a queue, or a blind transfer.
  • Schedule Hours: Select calls during open or closed hours of the business.
  • IVR Exit Points: Select one or more conditions to report on, such as transactions that were queued from the IVR, or calls hung up in the IVR.
  • Repeated Calls Count: Enter the number of times a call was repeated (coming from the same caller's number) within a specified time. With the help of this filter you can analyze cases such as:
    • Call efficiency.
    • Track spam calls coming into the call center.
    • Detect poor response from the call center agents, whether the issue was resolved after the first call, or the agent lacked the knowledge to resolve the issue.
    • Whether the callback option was effective.
    • Whether the routing option was designed properly.
  • Call Duration: Select calls that lasted a specific time range; for example, calls that lasted from 1 to 45 seconds.
  • Time in Queue: Enter the duration of the time the call waited in a queue. This shows the total wait time before connecting to an agent, and includes the time spent in multiple queues (such as if a call was transferred to multiple queues).
  • Time in IVR: Enter the amount of time a call or transaction spent in IVR before it was routed to a queue or agent. This includes the time spent in multiple IVR menus.
  • Transfer Count: Select a range count on the number of times a call was transferred.
Agent Calls
  • Handling Time: Filter the time agents spent handling calls in seconds, minutes, or hours.
  • Total Hold Duration: Enter the total duration of time the call was placed on hold by an agent.
  • Hold Count: Enter the number of times a call was placed on hold by an agent.
  • Mute Count: Enter the number of times a call was placed on mute by an agent. The ability to count the number of mutes can address the need for Hold and Mute SLA reports, or detect any undesirable behavior by agents who may mute customers to fake one way audio.

Save your search filter

You can save your search filters, and run them the next time you need for a faster search. For example, you can search for all the inbound queued calls you or your agent have received in the last month which lasted under 20 seconds, and save your search criteria. If you want to include all calls in the day, you must set the ending time to the end of the day (either select 23:45, or manually enter 23:59).

  1. While in the Recent Calls, select the filter criteria you would like to apply.
  2. Click Save As.
  3. Enter a Criteria Name and Criteria Description.
  4. Click Save As again.
    Your search filter is saved and added to the filters drop-down list. You can apply your saved filter to the active calls.
  5. To update or modify your saved search, make changes in the filters, and click Save.
    To delete the saved search from the filters drop-down list, click next to that search in the list.

Filter deleted queues and agents from call reports

You can now filter in and out the deleted queues and agents from the Recent Calls report in 8x8 Contact Center Customer Experience. By default, the deleted queues and agents are excluded from the new call reports. When you include the deleted queues and agents in the report, the total number of recent calls may increase but it does not indicate which agent or queue has been deleted. The deleted queues and agents show up on the drop-down list on the left window.

Prior to this release the deleted queues and agents were included in the report. The new release allows users to exclude them from the report.

Note: For the brand new users who do not have a saved filter. The deleted agents and queues are included in their existing reports.

Note: The ability to filter the deleted agents and queues is only visible via the user interface. API is not affected by this change.

To filter the deleted queues and agents in the Recent Calls report:

  1. In the Customer Experience dashboard, click to open Recent Calls.
  2. Select Include deleted under Queue.
  3. Select a date range and click Submit. The Recent Calls report shows all the records including the deleted queues. Click the drop-down list on the left window to see the deleted queues in the list. Note the total number of recent calls in the report may increase now that it includes the deleted queues.
  4. Select Include deleted under Agents.
  5. Make sure you have selected a date range before you Submit. Click the drop-down list on the left menu to see the deleted agents in the list. Note the total number of recent calls in the report may increase now that it includes the deleted agents.