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.
The new Active Calls report does not contain historical data from the previous Active Calls report.
We recommend exporting and saving any needed data from the old report before switching.
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:
Interaction Details — Call ID, Direction, Labels, Reference Call ID, SIP.
Caller Details — Caller ID, number, name, extension, device ID/model.
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.