Note: The Customer Experience (CEX) and Post-Call Survey (PCS) Analytics application has reached end of life. Starting August 20th, 2025, CEX/PCS will no longer be available as a standalone product. For more information, refer to this Help Center article.

Tour the interface

The 8x8 Contact Center Customer Experience application allows supervisors to access specific call details and aggregate analytics from the following dashboards:

  • Recent Calls: Search for the past and recent call details in real time based on the date range filter. Get to know the path taken by each call from entry to exit.

  • Digital Channels: Access reports and visualize the customer’s interaction flow for digital interactions. Customize the report using filters and download it for easy access and sharing

  • Dominant Paths: Learn about the top ten dominant paths taken by callers in IVR, accompanied by visual representation.
  • IVR Metrics: Displays graphical metrics of the IVR path taken by all calls entering your contact center and drills down the IVR path taken during the specified time period.
  • Post Call Survey: Access and analyze the Post Call Survey results processed by 8x8 Contact Center Customer Experience.

Customer Experience can be accessed via 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions.. Go to Customer Experience to see the dashboards.

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