---
title: "8x8 Work Analytics: New Active Calls Report Comparison"
slug: "8x8-work-analytics-new-active-calls-report-comparison"
updated: 2026-05-17T16:38:37Z
published: 2026-05-21T21:26:45Z
canonical: "help.8x8.com/8x8-work-analytics-new-active-calls-report-comparison"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 8x8 Work Analytics: New Active Calls Report Comparison

## 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:

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. ![quickguiddeScreenshots_TKq8y8gRp3Z6RNH6oPqzaR7ysX23_brawrViJ7hteV45Cmmz28D_5PPwExGHGLdDSFrjTYscr7_doc.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/25806(1)?sv=2026-02-06&spr=https&st=2026-11-03T23%3A00%3A59Z&se=2026-11-04T00%3A00%3A59Z&sr=c&sp=r&sig=QrJ3vjoj6AUp3bGCZe9EVRugpSYkdxHvrOfb3Mb1psk%3D)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.