Overview
The new Active Calls report introduces a redesigned dashboard with an updated layout, modern navigation, and improved data organization. This update ensures a consistent user experience across 8x8 product offerings while making it easier to search for specific calls, download summaries, and view detailed interaction data.
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Applies To
- 8x8 Work Analytics
- Active Calls Report
General Information
| Old | New |
| Refresh required via manual button click. | Modernized interface with improved call status labeling; refresh remains on demand. |
| Metrics shown as static columns without visual call state indicators. | Dedicated 'Current State (Call Status)' field with call journey labels. |
| No direct call journey tracking in the main table. | Call journey via 'Labels' in main table and 'Interaction Details'. |
| Export to CSV or Excel available. | Not Available |
| No quick search. | Search bar to locate specific calls. |
| Device and service details inline in the table. | Device/service details moved to expanded Caller/Callee Details sections. |
Filters Component
| Old | New |
| No PBX selection filter in old interface. | PBX filter in top menu for customers with multiple PBXs. |
| Static date/time (always 'now'). | Date range selector from Company Summary (Active Calls shows real-time only). |
Metrics Changes - Glossary
Summary Table Metrics
|
Old Metric |
Old Definition |
New Metric |
Changes |
|
Call ID |
Unique ID for the original call. |
Call ID |
No change. |
|
Leg ID |
Identifies the call leg (hop number). |
— |
Removed; journey visible in Labels. |
|
Start Time |
Time call started. |
Start Time |
No change. |
|
Answer Time |
Time call was answered. |
Answered Time |
Renamed. |
|
Stop Time |
N/A for active calls. |
— |
Removed from main table. |
|
Talk Time |
Duration of call so far. |
Talk Time |
No change. |
|
Caller |
Caller’s phone number. |
Caller |
No change. |
|
Caller Name |
Caller’s name/extension. |
Caller Name |
No change. |
|
Callee |
Called party’s number. |
Callee |
No change. |
|
Callee Name |
Called party’s name. |
— |
Removed. |
|
Direction |
Inbound/Outbound. |
Direction |
Now supports 'Internal'. |
|
Status |
Call status (basic). |
Current State (Call Status) |
Expanded to multi-stage Labels system. |
|
Parent Call ID |
Complex call ID. |
Reference Call ID |
Only populated for transferred calls. Now shown in expanded details panel. |
|
Transfer To Call ID |
Target call ID for transfers. |
Reference Call ID |
Consolidated into same field. |
|
Caller Device ID / Model |
Caller’s device info. |
Caller Details |
Now shown in expanded details panel. |
|
Callee Device ID / Model |
Callee’s device info. |
Callee Details |
Now shown in expanded details panel. |
|
Caller Service Name / Type |
Caller service info. |
— |
Removed from new report. |
|
Callee Service Name / Type |
Callee service info. |
— |
Removed from new report. |
|
Last Re-Direct Number / Type |
Last redirection info. |
— |
Removed; can be inferred from Labels and interaction details. |
|
Caller Hold Duration |
Time caller placed call on hold. |
On Hold Duration |
Consolidated; total hold time. |
|
Callee Hold Duration |
Time callee placed call on hold. |
On Hold Duration |
Consolidated. |
|
Caller/Callee Disconnect on Hold |
True/False disconnect indicator. |
— |
Removed; visible in Labels (DISCONNECTED). |
|
PBX ID |
Caller’s phone system ID. |
— |
Removed. |
|
SIP Call ID |
SIP identifier. |
SIP |
Shown in Interaction Details. |
Interaction Details Panel
The new Active Calls interface provides an expanded view for each call, showing:
1. Interaction Details — Call ID, Direction, Labels, Reference Call ID, SIP.
2. Caller Details — Caller ID, number, name, extension, device ID/model.
3. Callee Details — Callee number, name, device ID/model.
1. Interaction Details — Call ID, Direction, Labels, Reference Call ID, SIP.
2. Caller Details — Caller ID, number, name, extension, device ID/model.
3. Callee Details — Callee number, name, device ID/model.
This replaces inline display of extended device/service info from the old report.
Key Takeaways
- The 'Current State (Call Status)' with Labels is the biggest functional change.
- Several device/service-related metrics moved to expanded detail view.
- 'Leg ID' and certain redirect/service details removed.
- Data exports were removed, as this is a real-time report.