Advocating for 8x8’s vision to consolidate our capabilities into One Single CC Analytics increasing systems’ stability and eliminating customer confusions, Customer Experience Analytics functional features will be merged and made available from within Analytics for Contact Center and Supervisor Workspace.

The merger and unification approach implies implementing the CEX features and functionalities from scratch into the Analytics for CC and Supervisor Workspace, ensuring a consistent user experience within the applications. While the functionalities in CEX are definitely offering great insights to our users, we are not aiming to feature parity but bring only the highly adopted features (supported with research & usage data) which encapsulates all the essentials.

Legacy Customer Experience application will reach end-of-life ( will no longer exist as an individual access point ) following features consolidation into the other two applications.

The current target for having the features merged into the ACC and Supervisor Workspace Products, while still having CEX available, is Q4FY24. Based on the customer migration and adoption, we will determine the actual EOL date for the CEX application.

The current CEX Recent Calls Report’s capabilities, metrics and filters will be available in the Interactions Detailed Report from within Analytics for Contact Center.

Users will open a redesigned and refreshed Visual Customer Journey from the Interactions Detailed Report as well, enhancing it to display not only the visual journey for phone media type but for all media types ( email, chats, voicemails).

Digital Channels Report from CEX will be made available from within the Analytics for Contact Center Application, maintaining all its existing features and aligning its design and user experience with the detailed reports in the Analytics for Contact Center.

Current approach in Customer Experience is to have two separate reports for IVR Reporting - Dominant Paths and IVR Metrics. In the new world, these two separate entities will be consolidated into a single one, which will be the Script Path Report.

The Script Path Report will be available from the Analytics for Contact Center and will present caller behavior and routing in an active graphical format. Dominant Paths will become a filter inside this report.

 

The Post Call Survey functionality will be exposed within the Supervisor Workspace, allowing supervisors to easily manage their queues / agents , optimize and ease their decision making for improving customer’s satisfaction.