8x8 Community
Objective
Admins have access to detailed call log reports. You can run these reports at any time or schedule them on a regular basis. Scheduled reports will be sent to your designated email address.
Applies To
- Call Log Reports
- Admin Console
Procedure
- Log in to Admin Console.
- Click the arrow next to the User Profile icon in the top right corner of the page.
- Select Billing call log from the drop-down menu. This will bring you to the main dashboard where you can view or edit call log reports.
- From the 8x8 Analytics menu, select Call Summary.
- Select New.
- Choose to create your report from a Template or a Blank document and click Select. A blank document allows you to manually set the fields in your report.
- To create a report from a template, select an existing template and click Create. You can view previews of your selected report templates on the right side of the Create New Report window. Starting a blank report will take you directly to the New Report Screen.
- Select Date Range to determine the period of time you want your report to cover. Choose your starting and ending date on the calendars provided. If you want the information below within the report select the necessary Granularity.
- Click Save to confirm your dates.
- Select Metrics.
- Click Add to include new fields in your report. Click the X to the right of each field to remove fields from your report. These are the headings that your data is sorted by in the Report Preview screen.
- Click Save.
- When you are done setting up your report template, you can:
- Preview your report.
- Export your report in Excel format.
- Schedule your report.
Question
How long is data stored in Analytics for 8x8 Work?
Applies To
- Analytics for 8x8 Work
Answer
All data in Analytics for 8x8 Work are stored in our servers for various lengths of time. The table below details the duration of each record type.
| Record Type | Duration |
| Company Summary | 2 years |
| Extension Summary | 2 years |
| Call Detail Records | 2 years |
| Ring Group Summary | 2 years |
| Business Hour Report | 2 years |
| Active calls | Current Day/Period |
| Unreturned calls | No Limit |
| Call Quality Trend | No Limit |
| Call Quality Detail | 90 Days |
| Call Queue Board | Current Day/Period |
| Call Queue Listing | No Limit |
| Call Queue Detail | No Limit |
| Queue Call Data | No Limit |
| Display Status | Current Day/Period |
| Employee Activities | Current Day/Period |
| Device status | No limit for active devices. Unused devices are removed after 90 days. |
Additional information
In Analytics for Contact Center, all data is kept indefinitely since the moment the account was created in 8x8, but at most since 2019 when the 8x8 Analytics product was launched.
Objective
Log in to Analytics for 8x8 Work.
Applies To
- Analytics for 8x8 Work
- Admin Console
- User Permissions
Procedure
Note: Access to Analytics for 8x8 Work in the application panel must be enabled through Admin Console.
- Log in to the 8x8 Application Panel.
- Click Analytics for 8x8 Work.
Objective
Run a Call Detail Records report in Analytics for 8x8 Work.
Applies To
- Analytics for 8x8 Work
- Call Detail Records
Procedure
- Log in to Analytics for 8x8 Work.
- Navigate to Call Report > Call Detail Records.
- Click Calendar.
- Select the time frame.
- Click Search.
- Once loaded, you will see data for all calls on the PBX during the date range you selected.
Overview
Analytics for 8x8 Work is an excellent call quality reporting tool. Correctly interpreting call quality reports will help you troubleshoot call quality issues on your 8x8 services. The following Q&A provides some insight into the more difficult portions of call quality reports. For more information on using Analytics for 8x8 Work, see the online product documentation.
Frequently Asked Questions
How do I interpret calls that last 30 seconds or more that show very high packet loss (40% loss or above)?
Calls that last more than 30 seconds that show very high packet loss are false positives. In these cases, there is no actual packet loss. Calls with true high packet loss would not last more than a few seconds.
How do I interpret calls with a Quality Score of good or excellent, but that actually had quality issues?
For a call with a rating of good or excellent that actually had poor quality, there are two possible scenarios:
- If the original call stream from the public switched telephone network (PSTN) is poor, such as a bad cell phone connection on the other side, the current technologies would not detect this if the IP stream is solid (meaning that the IP side between the underlying carrier and the end-user is fine, but the original content is bad). These cases should be reported to the underlying carrier for investigation. The underlying carrier will determine if the issue was one bad call, such as a bad cell connection, or a bigger issue such as a problem PSTN switch in a particular market. When the issue lies with the underlying carrier, action will be taken by the underlying PSTN carriers.
- It is important to pay attention to the net packet loss ratio (NLR%) and jitter buffer discard ratio (JDR%) portions of the report even for good or excellent calls.
A call might be rated with an overall Quality Score of good, although the call experienced a 3% loss within a short period of time (e.g., 5 seconds in a 5-minute call). It is important to take into account the gap and loss density. Although a call may have an overall rating of good, a sudden burst of 3% packet loss in a period of 5 seconds may produce poor call quality. The same call with a 3% loss evenly distributed over the course of the call would sound good for the entire time.
How do I see what kind of loss was experienced?
To find out what kind of loss was experienced (evenly distributed or in bursts), click the red plus sign + next to the Call Quality Detail report to get advanced details (EndPoint Voice Quality Report). Look for the Burst Loss Density (BLD). The range will be 1 to 100 for desk phones such as Poly. The range will be 1 to 255 for 8x8 Work for Desktop, 8x8 Work for Mobile. The closer the number is to 100 (or 255 in the case of 8x8 Work for Desktop) will indicate that the loss happened in a burst (sudden loss of data, creating a gap or horrible quality for a short period). The smaller the number is will indicate that the loss was evenly distributed (or the loss did not happen as much during the bursts). As an example, you see a call quality report that says Local.BurstGapLoss BLD:99.6. A BLD of 99.6 would indicate that the loss happened in a burst. This screenshot displays where to find the BLD information in the report.
Analytics for 8x8 Work depends on the device endpoint reporting what it receives. Since the data flows through the 8x8 iPBX, how can we get an accurate picture of how good a call is without having metrics reported by the 8x8 iPBX in addition to the end devices?
The phone will know if the data sent by the 8x8 iPBX is received properly (in the right order, without much latency, etc.), but how does 8x8 Work Analytics know how well the 8x8 iPBX is receiving packets from the phone? If the reporting is based on the device endpoints, it seems that this only provides half of the call quality picture.
There are two parts to call quality reports: one from the endpoint perspective, and one from the server (Media Relay Server) perspective. To see the details of the report from the server side, click the red plus sign + next to the Call Quality Detail report to open the Endpoint Voice Quality Report. Then, click Next. The information from the media relay server is found on the Media Relay Server Voice Quality Report.
Objective
Track the status of all endpoint devices within the organization’s 8x8 cloud phone system.
8x8 Work Service and Quality manager provides real-time information on the status of all endpoint devices within the organization’s 8x8 cloud phone system to rapidly view the health of any device, and adjust to any areas of failure. This report shows how many IP endpoints are in service (connected to 8x8 servers online) or out of service.
Applies To
- Analytics for 8x8 Work
- End Points
Procedure
- Log into Analytics for 8x8 Work
- Open up the side bar on the left for the options and go to Device Report > Device Status (third from the bottom).
- This will now open the relevant page for a device report and will list where the endpoints are located. Please see the images below for the details that can be obtained by this process:
- Click on the "Details View" Icon to expand the details list of all devices
- Search for the extension in question
Additional Information
Features:
- Track devices and employee usage.
- Identify network service issues, such as outages during a large storm.
- Monitor the real-time status of devices connected to the network.
- View the geographic location of each phone in your network.
- Understand and manage any service disruption before it can negatively impact call center performance.
Objective
Schedule reports using the new reporting feature.
Applies To
- Analytics for 8x8 Work
- Reports
Procedure
This scheduled report offers Company Summary, Extension Summary, Call Detail Records (CDR), Ring Group Summary, and Ring Group Member Summary reports and can be customized to:
- Schedule and generate reports for a user-specified time zone.
- Send the reports at a specific time.
- Deliver the report via email as CSV or PDF attachments.
- Email the report as often as the user wants - daily, weekly, monthly, first day of the week, or the first day of the month and more.
- Log in to Analytics for 8x8 Work.
- Click the Header Menu.
- Click Schedule Report Emails.
- Click New (top right of Scheduled emails page).
- Enter your report details (field marked with * are required).
- Click Schedule.
Your report will appear under Active reports. Inactive reports will be under the Inactive tab.
Additional Information
Report Features
- Custom timezone for the scheduled report: Select your preferred timezone for the scheduled report and no longer be tied to the PBX timezone.
- 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.
- Click to the file icon to mark a report inactive. Once marked, the report gets listed in the Inactive tab.
- To reactive a report, click the clock icon. Find it in the Active tab.
- Improved accessibility of Cross-PBX CDR reports: Scheduling CDR reports across PBXs is now enabled within the scheduled report. You do not have to enable it under Settings anymore.
- Report date range now allows you to generate reports for yesterday, last 7 days, last 30 days, and last month.
- Email Frequency: Allows you to schedule reports via email daily, weekly, monthly, first day of the month, and Monday- Friday. These options come in handy to meet your reporting needs. You can also specify the start and end date for receiving the scheduled reports.
- Ability to email scheduled reports to unlimited recipients: You can now email the scheduled report to any number of recipients. Simply enter a valid email address and hit enter.
- Add custom email subject and message: Use the default subject or add a custom subject and write a brief message to be sent to the recipients for better user experience.
- Attach reports as PDFs: You can now choose to email reports as PDF files, CSV files, or in both formats. The user-friendly PDF format provides quick insight into top 10 incoming calls by extension, site and department.
- Updated security: The email will continue to include a link to access the report, which will now expire after seven days. Additionally, the email will now include the report as an attachment, provided it does not exceed 6mb in size. Archived reports will continue to be available in Analytics for 8x8 Work.
Objective
Schedule a call log report in Admin Console.
Applies To
- Call Log Reports
- Admin Console
Procedure
Account admins have access to detailed call log reports. These reports can be sent to an email address of your choice on a daily, weekly, or monthly basis. You can set this up when you create your reports or you can edit existing reports to include this feature.
Schedule a call log report
- Log in to Admin Console.
- Click the arrow next to the User Profile icon in the top right corner of your screen.
- Select Billing Call Log from the drop-down. This will bring you to the main dashboard where you can view or edit call volume reports.
- From the left menu, select Call Details or Call Summary.
- Click New to create a new report.
- Select From Template or Start Blank and click Select.
- If you chose From Template, select the template and click Create.
- Select the desired Date Range and Metrics. You can preview your report by click the green Preview icon in the top right corner of your screen.
- Save your report.
- Click the Schedule Reports icon.
- Complete the fields below. The following fields are required, but you can also set an End Date and include a Message.
- To: Enter the email addresses to which you want to send this report.
- Subject: The subject will automatically populate with 8x8 Analytics - [Report Name], but you can edit this by clicking Change.
- Frequency: Choose from Once, Daily, Monday to Friday, First Day of the Month, Weekly, or Monthly.
- Click Schedule.
- Click the Save icon to finalize all changes.
Edit an existing report
- Go to Call Details or Call Summary.
- Click More Options (three dots) next to the report that you want to edit.
- Click Edit.
- Check that the Date Range and the Metrics are set to your desired values. You can preview your report by click the green Preview icon in the top right corner of your screen.
- Click the Schedule Reports icon.
- Complete the fields below. The following fields are required, but you can also set an End Date and include a Message.
- To: Enter the email addresses to which you want to send this report.
- Subject: The subject will automatically populate with 8x8 Analytics - [Report Name], but you can edit this by clicking Change.
- Frequency: Choose from Once, Daily, Monday to Friday, First Day of the Month, Weekly, or Monthly.
- Click Schedule.
- Click the Save icon to finalize all changes.
Overview
The new 8x8 Work Analytics Queues dashboard is being introduced to centralize all Queue data in one place, without the need to navigate between multiple reports and dashboards.
This new Queues dashboard will report on both real-time and new historical data (generated after the release of the new dashboard), with the option to drill down into specific queues or into the activity of specific users.
This article contains Old vs New comparison tables and other important information to assist you with transitioning to this new Queues dashboard.
 |
IMPORTANT: Please note that no historical data presented in the old dashboard will be available in the new dashboard at the time of release. We advise all of our customers to export and SAVE their historical data from the old dashboard. |
Applies To
- 8x8 Work Analytics
- Call Queues Dashboard
General Information
Old |
New |
|---|---|
Call Queue Listing: downloadable in Excel and CSV formats. |
The call queues table information will be downloadable in Excel and CSV formats. |
Queue Listing: Call Comparison graph |
Not Available in the new report |
Queue Listing: Call Time graph |
Not Available in the new report |
Call Queue Detail: downloadable in Excel and CSV formats. |
The Agents table information will be downloadable in Excel and CSV formats. |
Call Queue Detail: Queue Summary Chart |
Not Available in the new report |
Call Queue Detail: Additional Statistic |
The metrics are included in the Queue and Agent tables |
Call Queue Data: downloadable in Excel and CSV formats. |
Call Queue Data - downloadable in Excel and CSV formats. |
Queue Tab location
Like the old call queues report, the new report will be available from the Analytics for Work Main Menu.
The old report had four separate tabs: Queue Board, Queue Listing, Queue Detail, and Queue Call Data.
Now all necessary call queue information will be available in one single dashboard, called Queues.
Old |
New |
|---|---|
|
|
Filters Component
Old |
New |
|---|---|
Dashboard: Queue Board Available filter: Queue |
Queue Drop-down selector |
Dashboard: Queue Listing Available filter: Queues |
All Queues will be visible in the Call Queues Table by default. The user will be able to filter what queues to be visible using the Queue Filter |
Dashboard: Queue Listing Column Editor |
Column Editor will not be available in the first release for the Call Queue Table. However it will be made available in one of the future releases. |
Dashboard: Call Queue Detail Available filter: Queues |
All Queues will be visible in the Call Queues Table by default. The user will be able to filter what queues to be visible using the Queue Filter |
Dashboard: Queue Call data Available filter: PBX |
The default PBX that is pre-selected is the user’s PBX. If the user has multiple PBXs, they will be available in the PBX drop-down. |
Dashboard: Queue Call data Top-N Pages selector |
Not available in the new report |
Dashboard: Queue Call data Available filter: Queues |
Queues Drop-Down selector. All Queues from that PBX will be available by default. The order is PBX > Site > Queues, so if a Site is selected, only the queues available from that site will be available in the drop-down. |
Dashboard: Queue Call data Option to Exclude forked/children calls |
This will not be available in the new report |
Site: After selecting a site, all agents under the site will be available in the Agents drop-down |
|
Agents Drop-Down Applying the agents filter will not influence the Summary Widgets from the top of the page or the metrics in the Queue Table, because the Summary Widgets and Queue Table are meant to present primarily Queue Related Metrics. This will directly influence the User (Agents table). |
|
Refresh |
The data will refresh automatically every five seconds |
Date picker |
Selector for:
|
Help link
Old |
New |
|---|---|
Located in the upper right corner of the page |
Located in the upper right corner of the page |
By clicking on it, the user is directed to the Analytics for Work User Help Page |
By clicking on it, the user is directed to the Analytics for Work User Help Page The link will remain the same, but the page will be updated. |
Summary Widgets
Instead of the Queue Board tab available in the old report, Summary Widgets will be available in the new report.
For the first release of the new Queues Report, six widgets will be available, containing the following information:
 |
NOTE: All metrics contained in the summary tiles are Real-Time Metrics. |
OLD Metric |
Definition |
NEW Tile Name |
Metrics contained |
Explanation of the metric |
|---|---|---|---|---|
Total Agents |
Total number of agents assigned to the queue, whether or not they are logged in. |
Agents |
Total |
Total number of agents. This is the sum of all agents for the selected queue(s) |
Available Agents |
Number of agents currently available to handle calls. |
Available |
Total available agents for the selected queue(s) |
|
Overflow Agents |
Number of agents in the overflow call queue that are currently logged in to the queue. |
Overflow |
Total number of overflow agents for the selected queues |
|
Total Calls |
Total calls being handled and waiting. |
Calls |
Total |
Total number of calls that are either waiting in queue or in progress for the selected queue(s) |
Total Answered |
Total number of queued calls that were answered live in the time period monitored. |
- |
This metric is present in the Queues Table |
|
Abandoned Calls |
Number of queued calls abandoned by callers before being answered by agents during the time period monitored |
- |
This metric is present in the Queues Table |
|
Total Advanced Calls |
Calls that were advanced to the next available agent in the queue due to the unavailability of previous agents. |
- |
This metric is no longer available in the new report |
|
Total Hold Time |
Cumulative duration of answered calls placed on hold during the time period monitored. |
- |
This metric is present in the Queues Table |
|
Calls in Queue |
Number of calls currently waiting to be served in the queue |
In Queue |
Number of calls currently waiting in queue(s) |
|
Calls in Progress |
Number of calls currently handled by the agents logged in to the queue. |
In Progress |
Number of calls currently in progress |
|
Longest Hold Time |
The longest hold time of calls answered placed on hold during the time period monitored. |
Hold Time |
Longest |
The longest hold time of calls answered placed on hold |
Average |
The average duration of hold duration for all ongoing calls. |
|||
Longest Talk Time |
The longest talk time of all calls answered during the time period monitored. |
Talk Time |
Longest |
The current longest time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
Average Talk Time |
Total talk time averaged over all answered calls during the time period monitored. |
Average |
The average time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
|
Total Talk Time |
Cumulative duration of the talk time of all answered calls during the time period monitored. |
Totals |
Talk Time |
Cumulative duration of the talk time of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
Total Wait Time |
Total waiting time of all calls in the queue during the time period monitored |
Wait Time |
Cumulative duration of the wait time of all calls. |
|
Total Answer Time |
Cumulative time that calls in the queue waited before being answered during the time period monitored. |
- |
This metric is no longer available in the new report |
|
Current Wait Time |
Cumulative wait time of calls currently waiting to be served in the queue |
Wait Time |
Current |
Cumulative wait time of calls currently waiting to be served in the queue. If a call is transferred from 1 queue to another queue, the wait time continues being incremented. If a call is transferred from 1 queue to a user, and then to another queue the wait time resets |
Average Wait Time |
Total waiting time in the queue averaged across all the calls during the time period monitored. |
Average |
The average time all interactions have spent waiting in the queue. Time starts from the moment the interaction enters the queue and is incremented until the current moment. The average waiting time should also include the average wait time of the recently completed calls |
|
Average Answer Time |
Total answer time averaged over all the calls during the time period monitored. |
- |
This metric is no longer available in the new report |
|
Longest Wait Time |
The longest wait time of all calls answered during the time period monitored. |
- |
This metric is present in the Queues Table |
Queues Table
The Queues table will display the queues list and the following metrics:
OLD (Queue Listing) |
NEW Metric name |
Description |
|---|---|---|
- |
Queues |
Queue Name |
Calls in Progress |
Active Calls |
The number of calls still active (i.e. still waiting in queue, being handled, etc.) at the end of the selected date & time interval. |
- |
Completed |
The number of calls completed within the selected date & time range. Includes calls from the previous intervals. Examples:
|
Calls in Queue |
Entered Calls |
The total number of interactions that entered the queue |
Total Advanced Calls |
- |
Removed since it is covered by the Active Calls Metric. |
Total Answered |
Accepted Calls |
The total number of interactions answered by agents for that queue(s) selection. |
Abandoned Calls |
Abandoned |
The number of interactions that terminated in the queue and ended up as being hung up by the customer. It should abandoned only include calls hung up by the customer while in waiting |
- |
Missed |
The total number of calls that were missed by all agents in the queue. |
- |
Rejected |
The total number of inbound calls declined by an agent - explicitly clicked on the option to decline the call |
Total Answer Time |
- |
Removed since it is covered by the Wait Metrics |
Available Agents |
- |
Metric available in the Summary Widgets |
Average Answer Time |
- |
No longer available in the new report |
Average Handling Time |
The average time of the handling duration of all answered ongoing calls. This is the time that the call was connected to a live person. |
|
Average On HoldTime |
The average time hold duration of all answered calls. |
|
Average Talk Time |
Average Talk Time |
The average time of the talk duration of all answered calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
Average Wait Time |
Average Waiting Time |
The average time an interaction has spent in the queue. Calculated from the time the interaction entered the queue until it was accepted, abandoned, or redirected (diverted) |
Longest Wait Time |
Longest Waiting Time |
The longest wait time of all calls in the queue in the selected date/time range. |
Longest Handling Time |
The longest time of the handling duration of all answered ongoing calls. This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
|
Longest Hold Time |
Longest On Hold Time |
The longest hold time of calls answered placed on hold. |
Longest Talk Time |
The longest time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
|
Total Hold Time |
Total On Hold Time |
Cumulative duration of the time the users have spent placing a call on hold. |
Total Handling Time |
Cumulative duration of the handling time of all answered calls. This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
|
Total Talk Time |
Total Talk Time |
Cumulative duration of the talk time of all answered calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
Total Wait Time |
Total Waiting Time |
Total Waiting time for interactions in the specified time frame |
Total Calls Sent to Voicemail |
Forwarded To Voicemail |
Total calls that were forwarded to voicemail during the time period monitored. |
Transferred To Call Queue |
The total number of interactions an agent or the system transferred to another queue (blind transfer to queue) |
|
Transferred To External Number |
Total calls that were either forwarded or transferred to an external number |
|
Transferred To Ring Group |
Total calls that were forwarded to a ring group during the time period monitored (This is meant to cover the scenario in which instead of forwarding the calls to VM, the ring group was chosen as an option). |
|
Ongoing Available Agents |
Total agents available for the selected queue(s). This is a real time metric |
|
Ongoing Avg Handling Time |
The average handling time for the selected queue(s). This is a real time metric |
|
Ongoing Avg Talking Time |
The average talking time for the selected queue(s). This is a real time metric |
|
Ongoing Avg Waiting Time |
Cumulative wait time of calls currently waiting to be served in the queue. If a call is transferred from 1 queue to another queue, the wait time continues being incremented. If a call is transferred from 1 queue to a user, and then to another queue the wait time resets. |
|
Total Agents |
Ongoing Eligible Agents |
The number of primary AND secondary users in the statuses
|
Overflow Agents |
Ongoing Eligible Overflow Agents |
The number of secondary users in the statuses
|
Ongoing Eligible Primary Agents |
The number of primary users in the statuses
|
|
Overflow Agents |
Ongoing Enabled Overflow Agents |
The number of secondary users assigned and logged into the queue, regardless of their current status. |
Ongoing Enabled Primary Agents |
The number of primary users assigned and logged into the queue, regardless of their current status. |
|
Ongoing Handling Calls |
Number of calls currently being handled by a user (an employee/an agent). Includes calls on hold. Includes calls transferred from 1 user to another who accepts the call. Starts when a user accepts the call |
|
Ongoing Logged Out And Dnd Agents |
The number of secondary users in statuses:
|
|
Ongoing Longest Handling Time |
The current longest time of the handling duration of all answered ongoing calls. This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
|
Ongoing Longest On Hold Time |
The longest hold time of calls answered placed on hold. |
|
Ongoing Longest Talking Time |
The current longest time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
|
Ongoing Longest Waiting Time |
The current longest wait time of all calls in the queue. |
|
Ongoing On Hold Calls |
The number of calls being on hold currently.This is a real time metric |
|
Ongoing On Hold Time |
Cumulative duration of the time for calls currently being on hold by the selected agent(s) |
|
Ongoing Overflow Agents |
Total number of secondary users assigned to the queue (users who will only receive calls if all primary users assigned to that queue are busy), regardless of their available status. This is a real time metric |
|
Ongoing Overflow WrappingUp Agents |
Number of overflow agents that are in wrap-up state at the moment for the selected queue(s) This is a real time metric |
|
Ongoing Primary Wrapping Up Agents |
Number of primary agents that are in wrap-up state at the moment for the selected queue(s) This is a real time metric |
|
Ongoing Talking Calls |
The number of calls that are in “Talking” state. This is a real time metric |
|
Ongoing Talking Time |
Talking time for ongoing interactions, for the selected queue. This is a real-time metric. |
|
Ongoing Total Calls |
Number of all calls being handled by agents (Active) + all calls waiting in queue + callers in voicemail |
|
Ongoing Total Handling Time |
This is a real time metric |
|
Ongoing Waiting Calls |
Number of calls that are waiting for the selected queue(s) |
|
Current Wait Time |
Ongoing Waiting Time |
Cumulative wait time of calls currently waiting to be served in the queue. If a call is transferred from 1 queue to another queue, the wait time continues being incremented. If a call is transferred from 1 queue to a user, and then to another queue the wait time resets. |
Ongoing Wrapping Up Agents |
Number of agents that are currently in wrap-up state. |
Users (Agents) Table
OLD (Queue Detail) |
Metric name |
Description |
|---|---|---|
Agent ID |
User ID |
|
Agent Name |
Users (Agents) |
User’s full name |
Current Status |
User Status |
The current presence status of the agent in 8x8 Work:
|
User Status Time |
The duration spent by the agent in each user status |
|
Queue Status |
Logged In = User has logged in to the Call Queue Logged Out = User has logged out of the Call Queue DND-On = User has turned on Do Not Disturb and will not be offered calls from the queue. Available Idle = User is not on an active call and will be offered calls if logged in to the Call Queue. Handling = User is on an active call within the selected Queue and will not be offered calls from the Queue. Busy Other = User is working on an interaction in another queue. This includes:
Alerting = User is being offered a call from this specific Queue On Break (previously Ring Pause) = User was offered a call which was not answered. No calls will be offered to the extension for the configured amount of time. Note: The On Break time can be set per Call Queue by adjusting the "Delay after not answering" value in the Basic Information section when editing a Call Queue in Admin Console. The default value is 10 seconds and can be changed to any value from 0 to 120 seconds. In Wrap-Up = Extension has ended a call that was offered by the Call Queue and answered. No calls will be offered to the extension for the configured amount of time. |
|
Login Time |
Queue Status Time |
The duration spent by the agent in the current status on the queue. This metric is available for each selected agent. For logged out users, we don’t display time in status, but a timestamp is used. |
Total Inbound Calls |
Entered Interactions |
The total number of interactions that entered for the Agent(s) in the selected time period |
Total Answered Calls |
Accepted Interactions |
The total number of interactions that were accepted by the Agent(s) in the selected time period |
Rejected Interactions |
The total number of interactions that were rejected by the Agent(s) in the selected time period |
|
Missed Interactions |
The total number of interactions that were missed by the Agent(s) in the selected time period |
|
Average Talk Time |
Average Talk Time |
The average time of the talk duration of all answered calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
Average Hold Time |
The average time hold duration of all answered calls. |
|
Average Wrap Up Time |
The average time the agent has spent in the Wrap Up state |
|
Total Interactions Time |
||
Ongoing Handling Interactions |
Number of calls currently being handled by the selected agent(s) |
|
Ongoing Handling Interactions Time |
Cumulative duration of the time for calls currently being handled by the selected agent(s) |
|
Ongoing Wrap Up Interactions |
Number of calls currently found in wrap-up state for the selected agent(s) |
|
Ongoing Wrap Up Interactions Time |
Cumulative duration for calls currently found in wrap-up state for the selected agent(s) |
|
Ongoing On Hold Interactions |
Number of Number of calls currently being on hold by the selected agent(s) |
|
Ongoing On Hold Interactions Time |
Cumulative duration of the time for calls currently being on hold by the selected agent(s) |
|
Ongoing Talking Interactions |
Number of calls currently being in talking status with the selected agent(s) |
|
Total Talk Time |
Ongoing Talking Interactions Time |
Cumulative duration of the time for calls currently being in talking status with the selected agent(s) |
Overflow Agent |
- |
No longer available in the new report |
Call Queue Data Table
Old |
New |
|---|---|
Available as a separate tab |
In the new report , the queue call data will be available as a table report for drilldown reasons by clicking on the link near the Call Queue List in the Call Queue Table. Clicking on the link will open the call queue data table, already pre filtered for that specific queue and selected time period. The table will not have, for the first release, a specific filter. The collapsed view will display the information for all the interactions that started in the selected time period. For example, if I have selected the “Today” from the date and time picker and I click on the link near “Call Queue 1” I will be able to see all the calls that entered Queue 1 today, up to now. I am able to see for each call the ID, Start Time, End Time, and the overall metrics for each call. |
The call queue data table will also have an expanded view. By clicking on any of the interactions in the list, all the segments of the interaction, their duration and their participants will be presented. In the same example above, if I have a call that I am particularly interested in, i.e has “transferred” multiple times in the labels column, I can click on that row and it will expand,showing me that Agent A spoke with the caller for 2 minutes and afterwards transferred the call to Queue 2. |
The table will contain the following metrics:
OLDReport Metrics |
NEW Report Metrics |
Description |
|---|---|---|
Call ID |
Call ID |
A unique call identification number that identifies all legs of the original call. Customers won’t be able to hide this column from the report or change its position from 1st to another position. |
Call ID |
- |
Removed the Leg ID, since the user will be enable to see the whole interaction journey by looking at the labels column |
Start Time |
Start Time |
Call starts as soon as the caller goes off the hook to dial. |
Answer Time |
- |
Replaced this metric with Connected Time |
Connected Time |
Time the customer got connected to a live agent |
|
Stop Time |
Stop Time |
The time the first party disconnects the call. |
Talk Time |
- |
Replaced this with handling time, because this way we include the time that interaction was connected to a live person |
Handling Time |
This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. It should not include the time spent in post processing |
|
Caller |
Caller |
The phone number of the caller. |
Last Re-Direct Number |
- |
Removed this metric since we are able to see that information in the expanded view of the interaction. |
Cause |
- |
Removed this metric since we are able to see that information in the expanded view of the interaction. |
Caller Name |
Caller Name |
The name of the person that initiated the call |
Callee |
Callee |
The phone number of the called person |
Callee Name |
Callee Name |
Name of the called person |
Direction |
Direction |
Indicates the direction of the call as incoming, outgoing or internal. |
Parent Call ID |
- |
Removed this metric since we are able to see that information in the expanded view of the interaction. |
- |
Labels |
The new call queue data table is meant to provide a clear understanding of what happened to a particular interaction. The concept of Labels is introduced in the new report. A label is meant to represent what is happening to an interaction at a certain point in time, for example, it is waiting in queue, or a particular agent is talking to the customer. The labels effectively display the states a call has been so far:
|
- |
Outcome |
Last label of completed interactions. Answered by service are included here . This column is meant to show what was the last state the interaction went through. |
Transfer To Call ID |
Transfer To Call ID |
Call Identification number that a call is transferred to. If a call is transferred to a second call, it has a different Call ID. The second call will have a Transfer To Call ID with the value of the first call's Call ID. |
- |
DID |
Dial-In Number. The direct inward dialing number. |
Status |
Status |
The current status of the call: Active or Completed or Transferred (outside of the queue) |
Caller Device ID |
Caller Device ID |
The device identifier is unique to the device of the caller. |
Callee Device ID |
Callee Device ID |
The device identifier unique to the device of the callee, if available. |
Caller Device Model |
Caller Device Model |
Device Model used by the caller in this part of the call. |
Callee Device Model |
Callee Device Model |
Device Model used by the callee in this leg of the call. |
Caller ID |
Caller ID |
Transmitted caller number and/or name. |
Missed |
- |
Removed this and introduced Resolution .The resolution field is meant to provide an accurate representation of what happened to the interaction: was it Abandoned, Accepted, did it End in Voicemail? Also, the resolution field is providing a more granular view, by using Offered Timeout for the situation in which a user was alerted but has not answered the phone and Customer Hang UP for the situations in which the customer decides to hang up while the phone is ringing, instead of just using Missed for both use cases. |
Abandoned |
- |
Removed this and introduced Resolution .The resolution field is meant to provide an accurate representation of what happened to the interaction: was it Abandoned, Accepted, did it End in Voicemail? Also, the resolution field is providing a more granular view, by using Offered Timeout for the situation in which a user was alerted but has not answered the phone and Customer Hang UP for the situations in which the customer decides to hang up while the phone is ringing, instead of just using Missed for both use cases. |
Answered |
- |
Removed this and introduced Resolution .The resolution field is meant to provide an accurate representation of what happened to the interaction: was it Abandoned, Accepted, did it End in Voicemail? Also, the resolution field is providing a more granular view, by using Offered Timeout for the situation in which a user was alerted but has not answered the phone and Customer Hang UP for the situations in which the customer decides to hang up while the phone is ringing, instead of just using Missed for both use cases. |
PBX ID |
PBX ID |
Caller's phone system ID. |
SIP Call ID |
- |
Removed this metric |
- |
Resolution |
Resolution column is meant to show what happened with the interaction. Will populate the following metrics:
|
Caller Service Name |
- |
Removed this metric |
Caller Service Type |
- |
Removed this metric |
Callee Service Name |
- |
Removed this metric |
Callee Service Type |
- |
Removed this metric |
Last Re-Direct Type |
- |
That information is available by consulting the Outcome and/or the Resolution columns. |
Caller Hold Duration |
- |
This information is available in the expanded view by looking at the start and end time for each call leg of the interaction. |
Callee Hold Duration |
- |
This information is available in the expanded view by looking at the start and end time for each call leg of the interaction. |
Caller Disconnect On Hold |
- |
This is presented in the Labels column as DISCONNECTED. |
Callee Disconnect On Hold |
- |
This is presented in the Labels column as DISCONNECTED. |
Original Caller |
- |
This information is always available in the expanded view. Where the Caller and Calle fields will populate with the correct parties for each call leg of the interaction. |
Original Callee |
- |
This information is always available in the expanded view. Where the Caller and Calle fields will populate with the correct parties for each call leg of the interaction. |
Question
Are there any reporting options for SMS activity in Analytics for 8x8 Work?
Applies To
- Analytics for 8x8 Work
- SMS
Answer
Currently, reporting options in Analytics for 8x8 Work are limited to call activity and endpoint availalbility.
Additional Information
Archives of IM/SMS messages can be generated through Audit Management in Admin Console by users with sufficient privileges. For more information, see Audit User Conversations in 8x8 Admin Console.
Overview
In our efforts to consolidate and modernize Analytics for 8x8 Work, we are introducing new Calls by DID reporting capabilities on February 13th, 2024.
The new report will be available through the existing Extension Summary Report under a new Group by DID section.
- Historical data will not be made available in the new dashboard at the time of release.
- All call data collected prior to February 13, 2024 will be available in the legacy Calls by DID report until April 2, 2024, when the report will be decommissioned.
We advise customers to download legacy report information as soon as possible. After the decommission date, the legacy Calls by DID report information will no longer be available.
Applies To
- Analytics for 8x8 Work
Who can access the new report?
Any user with access to Analytics for 8x8 Work will be able to access the new report.
Where are the old and new reporting options available?
The reporting options are located in the following areas of Analytics for 8x8 Work:
| Old Report | New Report |
|---|---|
| Call Report > Calls by DID | Call Report > Extension Summary > Group by DID |
Which metrics are available in the reports?
The existing Extension Summary report has a new DID column available. This is the only new column added to the Extension Summary Report.
Also:
- Existing report columns remain as is (without changes).
- For Outbound metrics, the values displayed are 0, since DID is not applicable for outbound calls.
- The DID column can be added to or removed from the table. It is visible by default when the data is grouped by DID, and as an option when the information is grouped by extension.
The metrics highlighted in the NEW report column below already exist in the Extension Summary Report. Not all of these highlighted metrics are visible by default.
| OLD | NEW | Notes |
|---|---|---|
| DID | DID | |
| Extension | Extension | |
| First Name | ||
| Last Name | ||
| Department | ||
| Site | ||
| Inbound | Total Inbound | |
| Answered | Total Inbound Answered | |
| Total Answered | Same value as Total Inbound Answered | |
| Missed | Total Inbound Missed | |
| Total Missed | Same value as total inbound Missed | |
| Abandoned | Total Inbound Abandoned | |
| Total Abandoned | Same value as total Inbound Abandoned | |
| Total Outbound | Existing column in Extension Summary For Outbound metrics the values will be shown as "0" (considering that DID is not applicable for outbound calls) | |
| Ring Time | Ring Time | |
| Avg Ring Time | Avg Ring Time | |
| Inbound Talk Time | The same value as talk time, since DID only refers to inbound | |
| Outbound Talk Time | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) | |
| Talk Time | Talk Time | |
| Avg Talk Time | Avg Talk Time | |
| Wait Time | - | Not available in the new report |
| Avg Wait Time | - | Not available in the new report |
| Abandoned Time | Abandoned Time | |
| Total Outbound Abandoned | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) | |
| Avg Abandoned Time | Avg Abandoned Time | |
| - | Total Voicemail | |
| - | External Inbound | |
| - | External Inbound Answered | |
| - | External Inbound Answered | |
| - | Percentage | |
| - | External Inbound Abandoned | |
| - | External Inbound Missed | |
| - | External Outbound | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | External Outbound Answered | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | External Outbound Answered Percentage | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | External Outbound Abandoned | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | Internal Inbound | |
| - | Internal Inbound Answered | |
| - | Internal Inbound Abandoned | |
| - | Internal Inbound Missed | |
| - | Internal Outbound | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | Internal Outbound Answered | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | Internal Outbound Abandoned | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
| - | User Name | |
| - |
Information Available for Download
| Old Report | New Report |
|---|---|
| Information is available for download in CSV and XLSX formats. | Information is available for download in CSV and XLSX formats. |
Question
If the current status of an agent is currently displaying Ring Pause, what does that mean?
Applies To
- Analytics for 8x8 Work
- Call Queue Detail
Answer
Ring Pause is one of the Agents' Statuses on the Queue. This status appears when the agent does not answer a call that is offered by the queue. Subsequent calls to the same call queue will not be offered to the agent while they have the Ring Pause status.
Additional Information
The Ring Pause time can be set per Call Queue by adjusting the "Delay after not answering" value in the Basic Information section when editing a Call Queue in Admin Console. The default value is 10 seconds and can be changed to any value from 5 to 120 seconds. For example, if agent does not answer a call from the queue and "Delay after not answering" = 60, the agent won't be offered another call from that Call Queue for 60 seconds.
Symptom
Unable to create or schedule reports in Analytics for 8x8 Work.
Applies To
- Analytics for 8x8 Work
- Legacy Reports
Resolution
As of Analytics for 8x8 Work 2.1.2, users are unable to create or schedule reports using Schedule Reports.
When trying to create or schedule a report using legacy reports, the following error will appear.
Users should instead use the Schedule Report Emails (New) feature.
Cause
Analytics for 8x8 Work 2.1.2 disabled the functionality of legacy reports.
Additional Information
More information on the new reports is available in How to Schedule an Email Report in Analytics for 8x8 Work.