Overview
This FAQ is to address questions regarding the migration of the Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC) and Supervisor Workspace and the end-of-life (EOL) of CEX.
Applies To
- 8x8 Contact Center
- Customer Experience (CEX)
- Analytics for Contact Center
FAQs
Why do we plan to migrate Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC) and Supervisor Workspace?
We are consolidating all our contact center reporting capabilities and functionalities into one primary application - Analytics for Contact Center. ACC is more robust, highly flexible, and consolidates both real-time and historical data in one place allowing supervisors to customize their contact center activity monitoring approach.
All current CEX capabilities (Recent Calls metrics, Visual Customer Journey, IVR Report with the Dominant Paths, Digital Channels) will be migrated into ACC except for Post Call Survey which will be migrated into Supervisor Workspace.
After achieving this unification, the CEX standalone application/access point will be removed and customers will continue to use its features from within ACC or Supervisor Workspace.
Why do we plan to end-of-life (EOL) Customer Experience Analytics (CEX)?
By consolidating the CEX features into Analytics for Contact Center (ACC) and Supervisor Workspace users will no longer need to access CEX in a separate app.
When will Customer Experience Analytics (CEX) go end-of-life (EOL)?
CEX will reach EOL in the Q3 of FY 2025. At that time, access to CEX will no longer be available as a standalone application.
Do users need to do anything to prepare for the migration at this time?
The Analytics for Contact Center (ACC) 2.10 version go-live in the production environment is planned to be completed on the 20th of June 2024. On this date, the core features of Customer Experience Analytics (CEX) i.e. Recent Calls metrics, Visual Customer Journey, IVR Report with the Dominant Paths, Digital Channels, will be integrated into Analytics for Contact Center.
We recommend starting the transition towards Analytics for Contact Center (ACC). Customer Experience Analytics (CEX) will no longer display data generated after the 20th of June 2024, with the exception of Post Call Survey Analytics.
Will there be actions required pre-migration?
The equivalent of the “Saved Filters” from Customer Experience Analytics (CEX) are the “Custom Reports” from Analytics for Contact Center (ACC). The currently defined and saved filters in Customer Experience Analytics (CEX) will not be automatically transferred and will have to be recreated in Analytics for Contact Center (ACC).
As an exception, the saved filters for the Digital Channels report from Customer Experience Analytics (CEX) will continue to be available after the release in the production environment of the 2.10 version of Analytics for Contact Center (ACC). These can be identified as “Custom Reports” for the “Digital Channels Detailed” report.
Will there be actions required for the public Post Call Survey Analytics (PCS) API migration?
We will provide more details in a separate email communication regarding the migration to the Post Call Survey Analytics (PCS) public API.
Will users have any extra benefits if we migrate Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC)?
In addition to providing access to significantly more metrics than the legacy CEX reports, the current ACC capabilities will also provide advanced functionality compared to the legacy CEX system.
Advanced ACC features include:
- Scheduling
- Real-Time monitoring
- Custom Metrics definition
- Thresholds setup
- Modern UX/UI
For more information on Analytics for Contact Center and what features are currently available, please view this user guide.
Will any other services be affected?
The End-of-Life of Customer Experience will also impact any legacy DTMF blacklisting previously set up in Customer Experience.