In this release, we have introduced an enhanced version of scheduled reports which will allow you to schedule Extension Summary and Call Detail Records (CDRCall Detail Record includes call details such as point of origin,end point, call direction, call duration, and more.) reports. The new enhanced scheduled report offers you the flexibility to:
To access the new scheduled reports, click the header menu next to your name. From the drop-down list, select Schedule Report Emails (New).
NOTE: The new scheduled report does not support scheduling Company Summary reports.
The new Schedule Report supports Extension Summary reports and Call Detail Records reports. In this release, we do not support the company summary report.
Ability to reactivate reports: You can now reactivate reports which you have marked as inactive. Marking a report inactive stops generating and delivering the report to the scheduled recipients.
Here are some use cases that demonstrate the improved usability of the new scheduled reports.
Bob, a site supervisor for Acme Lumber’s Denver office, needs to include call data from VOA Extension Summary report in his weekly status report each Friday. Instead of logging in to VOA each week, Bob schedules a Scheduled Email that will generate a weekly Extension Summary report, each week beginning this Friday, for the previous 7 days, using US/Mountain time zone (his corporate office is on CA, so his PBX’s Analytics default time zone is set to US/Pacific), and sets a filter that limits the data for that report to ‘Site = Denver’. Each Friday Bob will receive the report he needs, already limited to the data he cares about, presented in the proper timezone.
Susan, the VP of Acme’s Support department, is located along with her team in NY, and on weekday mornings she needs to see Call Detail Records for all inbound calls from the day before, so that she can work with her team to optimize coverage. Susan schedules daily Call Detail Records reports, scheduled for M-F, and uses filters for ‘Department = Sales’ and ‘Direction = Inbound’, using the US/Eastern time zone. Each weekday morning she will have the details she needs in her Inbox.
Fred, the Sales team admin at Acme, needs to provide weekly updates to the senior Sales executives regarding call activity for his Inside Sales and Outside Sales departments, but only needs to share Inbound Call rankings by Extension and by Department, and doesn’t want to have to download the detail and prepare an easily-consumed custom report for them each week. Instead Fred schedules an Extension Summary report, using the PDF-only option, applying 2 department filters (Inside Sales and Outside Sales), and including the sales team’ group email address on the To: field. Each week the sales executives will receive a PDF report that includes Top Inbound Calls by Extension, Department and Site for his team, and it will be attached to the email and will not require any VOA authentication.
The legacy call detail record report will be deprecated in the near future. It will be replaced with the Beta Call Details report.
In this release we have introduced the following features, along with key usability and performance enhancements:
You now have the ability to access all of your CDR data in one report! We have removed the 20k record limit on screen and in downloaded reports. You can now search and access the entire set of call detail records without any upper limit, and filters are applied to the entire results set.
In the new Call Details Report (currently being released as Beta Call Details) you now have the ability to select a custom timezone for your report.
We have also introduced improvements in the ease of use and performance. No matter how big your CDR report is, we will present it to you at warp speed.
We made frequently used options/features easier to find to make your experience more intuitive and faster.
Refresh search is now embedded in the search. Simply click the search button to refresh.
Improved filtering capabilities: We have introduced the following filters:
Default Data Columns: In the CDR report, you cannot delete any of the default data columns from the display, but you can add more fields to the display. Simply click and select all columns or desired columns to view and click Search.
Improved presentation of call details: Simply select any call in your CDR report and click the call ID. The call details show in a dedicated panel that pops to the right.
In the Queue Call Data dashboard, the wait time in the queue now offers data for abandoned calls in addition to the calls that were answered by an agent. If callers abandoned calls while waiting in a queue, but before being answered, you can now view how long they waited. This helps in understanding the wait time in queues and thereby allows making decisions on staffing.
Calls directed to a queue do not display wait time when:
These calls are not placed in the queued state.
In the Extensions Summary report, you can now access the percentage of answered external inbound and outbound calls handled by extension users.
This data is available in scheduled reports and downloaded reports as well.
We have introduced a few usability improvements in the application.
Employee Status report: In this report which displays current active status of the employees, you can now apply a filter and easily reset by simply selecting All.
We have introduced the following enhancements in this release:
We have introduced the following enhancements in the Virtual Office Analytics 1.0.3 release:
Businesses that have individual billable customers need to access their call time with each client for billing purposes. For example, Law firms typically bill their clients based on the talk time with each client. 8x8 now introduces account codes whereby you can specify an account code for each client. While dialing a client number, callers may be prompted to enter the account code, which can later be used to report on the talk time thus allowing billing. The Call Detail report now displays the account codes which can be sorted to fetch the talk time.
Limited Availability: This feature is currently in limited availability. To access this feature, contact 8x8 Support.
Auto Attendants help callers self direct themselves to the desired destination without the aid of live receptionists. Businesses need to understand the call path of their customers when they call into their company numbers to ensure the effectiveness of the auto attendants in directing callers to the right destination.
Using the auto attendant, did the caller reach the desired destination or land in the wrong place? Did they drop the call before getting connected due to unclear options? How many callers landed in the voicemail? Tracking the Auto Attendant options chosen by a caller helps you analyze the effectiveness of the Auto Attendant, and troubleshoot flaws in its design. This also provides insight into the most commonly treaded paths in your company's auto attendant.
The Call Detail Report now provides visibility into the Auto Attendant options taken by the caller. For example, If a caller pressed 1 for English in the main menu, followed by 2 to be directed to the Sales department, and finally opted to leave a message to the Sales representative by pressing option 0, the CDR report shows the auto attendant options and the respective names separated by commas.
Example: 1 (English),2 (Sales),0 (Voicemail)
We now support global display of phone numbers and ensure all numbers follow the E.164 format. For display purposes, US phone numbers are shown in the US format while phone numbers from other countries are shown in the E.164 format.
In Virtual Office Analytics 1.0.2, we introduced cross-PBX scheduled reports which included separate metrics for Call ID and PBX ID. Since the Call ID was unique only within a PBX, we have now introduced a new Cross-PBX Call ID metric for the convenience of customers who have a cross-PBX phone system. The Cross-PBX Call ID is unique and a concatenation of the PBX ID and the Call ID.
The previous version of the report provided the following two metrics:
The new report offers a call ID unique to the Cross-PBX environment.
Call ID: 8x81515651536838
We have introduced the following enhancements in this release:
We have introduced an option that allows users to access simplified dashboards. The simplified dashboard shows a summarized version of the metrics, and eliminates "total abandoned" metrics and "total time" metrics such as total call time, total ring time, and total talk time. The simplified reports are available in the Company Summary and Extension Summary dashboards.
To enable simplified reporting:
In the upper-right corner of the application header, click the arrow next to your name. The drop-down menu offers a new option for Configuration (disabled by default), which allows you to enable simplified reporting.
Note: Please note that this toggle impacts all users viewing Virtual Office Analytics for this PBX. Check with your administrator before changing this setting.
Cross-phone system scheduled reports are now introduced for the Call Detail Records (CDR) report. You can now schedule and download reports across multiple phone systems. If your company phone system runs on a cross-phone system environment, this new capability streamlines the reporting across multiple phone systems.
To enable cross-phone system reports:
In the call detail records (CDR), we now offer data that provides insight on the disposition of every call. Was the call answered, missed, or abandoned by the caller? You can look at the last leg disposition information in the CDR to track the call handling efficiency of agents, as well as understand your staffing needs.
In the CDR report, the last leg disposition offers the following results for the last leg of every call:
For example, the last leg disposition helps to track:
This helps you understand if the callee had an opportunity to answer the call (Missed) or not (Abandoned). This can be also used to determine how many calls dropped in the auto attendant. If the last party the call was routed to was the auto attendant and the Last Leg Disposition indicated the call was abandoned, it means the caller dropped during the auto attendant.
In this release, we have simplified a few dashboards by removing metrics that were confusing to users. We have also streamlined some key metrics:
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