Overview
The new 8x8 Work Analytics Queues dashboard is being introduced to centralize all Queue data in one place, without the need to navigate between multiple reports and dashboards. This new Queues dashboard will report on both real-time and new historical data (generated after the release of the new dashboard), with the option to drill down into specific queues or into the activity of specific users. This article contains Old vs New comparison tables and other important information to assist you with transitioning to this new Queues dashboard. | IMPORTANT:Please note that no historical data presented in the old dashboard will be available in the new dashboard at the time of release. We advise all of our customers to export and SAVE their historical data from the old dashboard. |
Applies To
- 8x8 Work Analytics
- Call Queues Dashboard
General Information
| Old | New |
|---|---|
| Call Queue Listing: downloadable in Excel and CSV formats. | The call queues table information will be downloadable in Excel and CSV formats. |
| Queue Listing: Call Comparison graph | Not Available in the new report |
| Queue Listing: Call Time graph | Not Available in the new report |
| Call Queue Detail: downloadable in Excel and CSV formats. | The Agents table information will be downloadable in Excel and CSV formats. |
| Call Queue Detail: Queue Summary Chart | Not Available in the new report |
| Call Queue Detail: Additional Statistic | The metrics are included in the Queue and Agent tables |
| Call Queue Data: downloadable in Excel and CSV formats. | Call Queue Data - downloadable in Excel and CSV formats. |
Queue Tab location
Like the old call queues report, the new report will be available from the Analytics for Work Main Menu.
The old report had four separate tabs: Queue Board, Queue Listing, Queue Detail, and Queue Call Data.
Now all necessary call queue information will be available in one single dashboard, called Queues.
| Old | New |
|---|---|
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Filters Component
| Old | New |
|---|---|
| Dashboard: Queue Board Available filter: Queue | Queue Drop-down selector |
| Dashboard: Queue Listing Available filter: Queues | All Queues will be visible in the Call Queues Table by default. The user will be able to filter what queues to be visible using the Queue Filter |
| Dashboard: Queue Listing Column Editor | Column Editor will not be available in the first release for the Call Queue Table. However it will be made available in one of the future releases. |
| Dashboard: Call Queue Detail Available filter: Queues | All Queues will be visible in the Call Queues Table by default. The user will be able to filter what queues to be visible using the Queue Filter |
| Dashboard: Queue Call data Available filter: PBX | The default PBX that is pre-selected is the user’s PBX. If the user has multiple PBXs, they will be available in the PBX drop-down. |
| Dashboard: Queue Call data Top-N Pages selector | Not available in the new report |
| Dashboard: Queue Call data Available filter: Queues | Queues Drop-Down selector. All Queues from that PBX will be available by default. The order is PBX > Site > Queues, so if a Site is selected, only the queues available from that site will be available in the drop-down. |
| Dashboard: Queue Call data Option to Exclude forked/children calls | This will not be available in the new report |
| Site: After selecting a site, all agents under the site will be available in the Agents drop-down | |
| Agents Drop-Down Applying the agents filter will not influence the Summary Widgets from the top of the page or the metrics in the Queue Table, because the Summary Widgets and Queue Table are meant to present primarily Queue Related Metrics. This will directly influence the User (Agents table). | |
| Refresh | The data will refresh automatically every five seconds |
| Date picker | Selector for:
|
Help link
| Old | New |
|---|---|
| Located in the upper right corner of the page | Located in the upper right corner of the page |
| By clicking on it, the user is directed to the Analytics for Work User Help Page https://docs.8x8.com/8x8WebHelp/8x8analytics-virtual-office/Content/VOA/queue-metrics.htm#queue_dashboard | By clicking on it, the user is directed to the Analytics for Work User Help Page https://docs.8x8.com/8x8WebHelp/8x8analytics-virtual-office/Content/VOA/queue-metrics.htm#queue_dashboard The link will remain the same, but the page will be updated. |
Summary Widgets
Instead of the Queue Board tab available in the old report, Summary Widgets will be available in the new report. For the first release of the new Queues Report, six widgets will be available, containing the following information: | NOTE: All metrics contained in the summary tiles are Real-Time Metrics. |
| OLDMetric | Definition | NEWTile Name | Metrics contained | Explanation of the metric |
|---|---|---|---|---|
| Total Agents | Total number of agents assigned to the queue, whether or not they are logged in. | Agents | Total | Total number of agents. This is the sum of all agents for the selected queue(s) |
| Available Agents | Number of agents currently available to handle calls. | Available | Total available agents for the selected queue(s) | |
| Overflow Agents | Number of agents in the overflow call queue that are currently logged in to the queue. | Overflow | Total number of overflow agents for the selected queues | |
| Total Calls | Total calls being handled and waiting. | Calls | Total | Total number of calls that are either waiting in queue or in progress for the selected queue(s) |
| Total Answered | Total number of queued calls that were answered live in the time period monitored. | - | This metric is present in the Queues Table | |
| Abandoned Calls | Number of queued calls abandoned by callers before being answered by agents during the time period monitored | - | This metric is present in the Queues Table | |
| Total Advanced Calls | Calls that were advanced to the next available agent in the queue due to the unavailability of previous agents. | - | This metric is no longer available in the new report | |
| Total Hold Time | Cumulative duration of answered calls placed on hold during the time period monitored. | - | This metric is present in the Queues Table | |
| Calls in Queue | Number of calls currently waiting to be served in the queue | In Queue | Number of calls currently waiting in queue(s) | |
| Calls in Progress | Number of calls currently handled by the agents logged in to the queue. | In Progress | Number of calls currently in progress | |
| Longest Hold Time | The longest hold time of calls answered placed on hold during the time period monitored. | Hold Time | Longest | The longest hold time of calls answered placed on hold |
| Average | The average duration of hold duration for all ongoing calls. | |||
| Longest Talk Time | The longest talk time of all calls answered during the time period monitored. | Talk Time | Longest | The current longest time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
| Average Talk Time | Total talk time averaged over all answered calls during the time period monitored. | Average | The average time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. | |
| Total Talk Time | Cumulative duration of the talk time of all answered calls during the time period monitored. | Totals | Talk Time | Cumulative duration of the talk time of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
| Total Wait Time | Total waiting time of all calls in the queue during the time period monitored | Wait Time | Cumulative duration of the wait time of all calls. | |
| Total Answer Time | Cumulative time that calls in the queue waited before being answered during the time period monitored. | - | This metric is no longer available in the new report | |
| Current Wait Time | Cumulative wait time of calls currently waiting to be served in the queue | Wait Time | Current | Cumulative wait time of calls currently waiting to be served in the queue. If a call is transferred from 1 queue to another queue, the wait time continues being incremented. If a call is transferred from 1 queue to a user, and then to another queue the wait time resets |
| Average Wait Time | Total waiting time in the queue averaged across all the calls during the time period monitored. | Average | The average time all interactions have spent waiting in the queue. Time starts from the moment the interaction enters the queue and is incremented until the current moment. The average waiting time should also include the average wait time of the recently completed calls | |
| Average Answer Time | Total answer time averaged over all the calls during the time period monitored. | - | This metric is no longer available in the new report | |
| Longest Wait Time | The longest wait time of all calls answered during the time period monitored. | - | This metric is present in the Queues Table |
Queues Table
The Queues table will display the queues list and the following metrics:| OLD (Queue Listing) | NEWMetric name | Description |
|---|---|---|
| - | Queues | Queue Name |
| Calls in Progress | Active Calls | The number of calls still active (i.e. still waiting in queue, being handled, etc.) at the end of the selected date & time interval. |
| - | Completed | The number of calls completed within the selected date & time range. Includes calls from the previous intervals. Examples:
|
| Calls in Queue | Entered Calls | The total number of interactions that entered the queue |
| Total Advanced Calls | - | Removed since it is covered by the Active Calls Metric. |
| Total Answered | Accepted Calls | The total number of interactions answered by agents for that queue(s) selection. |
| Abandoned Calls | Abandoned | The number of interactions that terminated in the queue and ended up as being hung up by the customer. It should abandoned only include calls hung up by the customer while in waiting |
| - | Missed | The total number of calls that were missed by all agents in the queue. |
| - | Rejected | The total number of inbound calls declined by an agent - explicitly clicked on the option to decline the call |
| Total Answer Time | - | Removed since it is covered by the Wait Metrics |
| Available Agents | - | Metric available in the Summary Widgets |
| Average Answer Time | - | No longer available in the new report |
| Average Handling Time | The average time of the handling duration of all answered ongoing calls. This is the time that the call was connected to a live person. | |
| Average On HoldTime | The average time hold duration of all answered calls. | |
| Average Talk Time | Average Talk Time | The average time of the talk duration of all answered calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. |
| Average Wait Time | Average Waiting Time | The average time an interaction has spent in the queue. Calculated from the time the interaction entered the queue until it was accepted, abandoned, or redirected (diverted) |
| Longest Wait Time | Longest Waiting Time | The longest wait time of all calls in the queue in the selected date/time range. |
| Longest Handling Time | The longest time of the handling duration of all answered ongoing calls. This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. | |
| Longest Hold Time | Longest On Hold Time | The longest hold time of calls answered placed on hold. |
| Longest Talk Time | The longest time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. | |
| Total Hold Time | Total On Hold Time | Cumulative duration of the time the users have spent placing a call on hold. |
| Total Handling Time | Cumulative duration of the handling time of all answered calls. This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. | |
| Total Talk Time | Total Talk Time | Cumulative duration of the talk time of all answered calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
| Total Wait Time | Total Waiting Time | Total Waiting time for interactions in the specified time frame |
| Total Calls Sent to Voicemail | Forwarded To Voicemail | Total calls that were forwarded to voicemail during the time period monitored. |
| Transferred To Call Queue | The total number of interactions an agent or the system transferred to a queue (blind transfer to queue) | |
| Transferred To External Number | Total calls that were either forwarded or transferred to an external number | |
| Transferred To Ring Group | Total calls that were forwarded to a ring group during the time period monitored (This is meant to cover the scenario in which instead of forwarding the calls to VM, the ring group was chosen as an option). | |
| Ongoing Available Agents | Total agents available for the selected queue(s). This is a real time metric | |
| Ongoing Avg Handling Time | The average handling time for the selected queue(s). This is a real time metric | |
| Ongoing Avg Talking Time | The average talking time for the selected queue(s). This is a real time metric | |
| Ongoing Avg Waiting Time | Cumulative wait time of calls currently waiting to be served in the queue. If a call is transferred from 1 queue to another queue, the wait time continues being incremented. If a call is transferred from 1 queue to a user, and then to another queue the wait time resets. | |
| Total Agents | Ongoing Eligible Agents | The number of primary AND secondary users in the statuses
|
| Overflow Agents | Ongoing Eligible Overflow Agents | The number of secondary users in the statuses
|
| Ongoing Eligible Primary Agents | The number of primary users in the statuses
| |
| Overflow Agents | Ongoing Enabled Overflow Agents | The number of secondary users assigned and logged into the queue, regardless of their current status. |
| Ongoing Enabled Primary Agents | The number of primary users assigned and logged into the queue, regardless of their current status. | |
| Ongoing Handling Calls | Number of calls currently being handled by a user (an employee/an agent). Includes calls on hold. Includes calls transferred from 1 user to another who accepts the call. Starts when a user accepts the call | |
| Ongoing Logged Out And Dnd Agents | The number of secondary users in statuses:
| |
| Ongoing Longest Handling Time | The current longest time of the handling duration of all answered ongoing calls. This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. | |
| Ongoing Longest On Hold Time | The longest hold time of calls answered placed on hold. | |
| Ongoing Longest Talking Time | The current longest time of the talk duration of all answered ongoing calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail | |
| Ongoing Longest Waiting Time | The current longest wait time of all calls in the queue. | |
| Ongoing On Hold Calls | The number of calls being on hold currently.This is a real time metric | |
| Ongoing On Hold Time | Cumulative duration of the time for calls currently being on hold by the selected agent(s) | |
| Ongoing Overflow Agents | Total number of secondary users assigned to the queue (users who will only receive calls if all primary users assigned to that queue are busy), regardless of their available status. This is a real time metric | |
| Ongoing Overflow WrappingUp Agents | Number of overflow agents that are in wrap-up state at the moment for the selected queue(s) This is a real time metric | |
| Ongoing Primary Wrapping Up Agents | Number of primary agents that are in wrap-up state at the moment for the selected queue(s) This is a real time metric | |
| Ongoing Talking Calls | The number of calls that are in “Talking” state. This is a real time metric | |
| Ongoing Talking Time | Talking time for ongoing interactions, for the selected queue. This is a real-time metric. | |
| Ongoing Total Calls | Number of all calls being handled by agents (Active) + all calls waiting in queue + callers in voicemail | |
| Ongoing Total Handling Time | This is a real time metric | |
| Ongoing Waiting Calls | Number of calls that are waiting for the selected queue(s) | |
| Current Wait Time | Ongoing Waiting Time | Cumulative wait time of calls currently waiting to be served in the queue. If a call is transferred from 1 queue to another queue, the wait time continues being incremented. If a call is transferred from 1 queue to a user, and then to another queue the wait time resets. |
| Ongoing Wrapping Up Agents | Number of agents that are currently in wrap-up state. |
Users (Agents) Table
| OLD(Queue Detail) | Metric name | Description |
|---|---|---|
| Agent ID | User ID | |
| Agent Name | Users (Agents) | User’s full name |
| Current Status | User Status | The current presence status of the agent in 8x8 Work:
|
| User Status Time | The duration spent by the agent in each user status | |
| Queue Status | Logged In = User has logged in to the Call Queue Logged Out = User has logged out of the Call Queue DND-On = User has turned on Do Not Disturb and will not be offered calls from the queue. Available Idle = User is not on an active call and will be offered calls if logged in to the Call Queue. Handling = User is on an active call within the selected Queue and will not be offered calls from the Queue. Busy Other = User is working on an interaction in another queue. This includes:
| |
| Login Time | Queue Status Time | The duration spent by the agent in the current status on the queue. This metric is available for each selected agent. For logged out users, we don’t display time in status, but a timestamp is used. |
| Total Inbound Calls | Entered Interactions | The total number of interactions that entered for the Agent(s) in the selected time period |
| Total Answered Calls | Accepted Interactions | The total number of interactions that were accepted by the Agent(s) in the selected time period |
| Rejected Interactions | The total number of interactions that were rejected by the Agent(s) in the selected time period | |
| Missed Interactions | The total number of interactions that were missed by the Agent(s) in the selected time period | |
| Average Talk Time | Average Talk Time | The average time of the talk duration of all answered calls. This is the time that the call was connected to a live person. Talk time does NOT include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail |
| Average Hold Time | The average time hold duration of all answered calls. | |
| Average Wrap Up Time | The average time the agent has spent in the Wrap Up state | |
| Total Interactions Time | ||
| Ongoing Handling Interactions | Number of calls currently being handled by the selected agent(s) | |
| Ongoing Handling Interactions Time | Cumulative duration of the time for calls currently being handled by the selected agent(s) | |
| Ongoing Wrap Up Interactions | Number of calls currently found in wrap-up state for the selected agent(s) | |
| Ongoing Wrap Up Interactions Time | Cumulative duration for calls currently found in wrap-up state for the selected agent(s) | |
| Ongoing On Hold Interactions | Number of Number of calls currently being on hold by the selected agent(s) | |
| Ongoing On Hold Interactions Time | Cumulative duration of the time for calls currently being on hold by the selected agent(s) | |
| Ongoing Talking Interactions | Number of calls currently being in talking status with the selected agent(s) | |
| Total Talk Time | Ongoing Talking Interactions Time | Cumulative duration of the time for calls currently being in talking status with the selected agent(s) |
| Overflow Agent | - | No longer available in the new report |
Call Queue Data Table
| Old | New |
|---|---|
| Available as a separate tab | In the new report , the queue call data will be available as a table report for drilldown reasons by clicking on the link near the Call Queue List in the Call Queue Table. Clicking on the link will open the call queue data table, already pre filtered for that specific queue and selected time period. The table will not have, for the first release, a specific filter. The collapsed view will display the information for all the interactions that started in the selected time period. For example, if I have selected the “Today” from the date and time picker and I click on the link near “Call Queue 1” I will be able to see all the calls that entered Queue 1 today, up to now. I am able to see for each call the ID, Start Time, End Time, and the overall metrics for each call. |
| The call queue data table will also have an expanded view. By clicking on any of the interactions in the list, all the segments of the interaction, their duration and their participants will be presented. In the same example above, if I have a call that I am particularly interested in, i.e has “transferred” multiple times in the labels column, I can click on that row and it will expand,showing me that Agent A spoke with the caller for 2 minutes and afterwards transferred the call to Queue 2. |
| OLDReport Metrics | NEW Report Metrics | Description |
|---|---|---|
| Call ID | Call ID | A unique call identification number that identifies all legs of the original call. Customers won’t be able to hide this column from the report or change its position from 1st to another position. |
| Call ID | - | Removed the Leg ID, since the user will be enable to see the whole interaction journey by looking at the labels column |
| Start Time | Start Time | Call starts as soon as the caller goes off the hook to dial. |
| Answer Time | - | Replaced this metric with Connected Time |
| Connected Time | Time the customer got connected to a live agent | |
| Stop Time | Stop Time | The time the first party disconnects the call. |
| Talk Time | - | Replaced this with handling time, because this way we include the time that interaction was connected to a live person |
| Handling Time | This is the time that the call was connected to a live person. Handling time does include the time the call was on hold while connected to a user-type extension. It does not include any time when the call is connected to voicemail. It should not include the time spent in post processing | |
| Caller | Caller | The phone number of the caller. |
| Last Re-Direct Number | - | Removed this metric since we are able to see that information in the expanded view of the interaction. |
| Cause | - | Removed this metric since we are able to see that information in the expanded view of the interaction. |
| Caller Name | Caller Name | The name of the person that initiated the call |
| Callee | Callee | The phone number of the called person |
| Callee Name | Callee Name | Name of the called person |
| Direction | Direction | Indicates the direction of the call as incoming, outgoing or internal. |
| Parent Call ID | - | Removed this metric since we are able to see that information in the expanded view of the interaction. |
| - | Labels | The new call queue data table is meant to provide a clear understanding of what happened to a particular interaction. The concept of Labels is introduced in the new report. A label is meant to represent what is happening to an interaction at a certain point in time, for example, it is waiting in queue, or a particular agent is talking to the customer. The labels effectively display the states a call has been so far:
|
| - | Outcome | Last label of completed interactions. Answered by service are included here . This column is meant to show what was the last state the interaction went through. |
| Transfer To Call ID | Transfer To Call ID | Call Identification number that a call is transferred to. If a call is transferred to a second call, it has a different Call ID. The second call will have a Transfer To Call ID with the value of the first call's Call ID. |
| - | DID | Dial-In Number. The direct inward dialing number. |
| Status | Status | The current status of the call: Active or Completed or Transferred (outside of the queue) |
| Caller Device ID | Caller Device ID | The device identifier is unique to the device of the caller. |
| Callee Device ID | Callee Device ID | The device identifier unique to the device of the callee, if available. |
| Caller Device Model | Caller Device Model | Device Model used by the caller in this part of the call. |
| Callee Device Model | Callee Device Model | Device Model used by the callee in this leg of the call. |
| Caller ID | Caller ID | Transmitted caller number and/or name. |
| Missed | - | Removed this and introduced Resolution .The resolution field is meant to provide an accurate representation of what happened to the interaction: was it Abandoned, Accepted, did it End in Voicemail? Also, the resolution field is providing a more granular view, by using Offered Timeout for the situation in which a user was alerted but has not answered the phone and Customer Hang UP for the situations in which the customer decides to hang up while the phone is ringing, instead of just using Missed for both use cases. |
| Abandoned | - | Removed this and introduced Resolution .The resolution field is meant to provide an accurate representation of what happened to the interaction: was it Abandoned, Accepted, did it End in Voicemail? Also, the resolution field is providing a more granular view, by using Offered Timeout for the situation in which a user was alerted but has not answered the phone and Customer Hang UP for the situations in which the customer decides to hang up while the phone is ringing, instead of just using Missed for both use cases. |
| Answered | - | Removed this and introduced Resolution .The resolution field is meant to provide an accurate representation of what happened to the interaction: was it Abandoned, Accepted, did it End in Voicemail? Also, the resolution field is providing a more granular view, by using Offered Timeout for the situation in which a user was alerted but has not answered the phone and Customer Hang UP for the situations in which the customer decides to hang up while the phone is ringing, instead of just using Missed for both use cases. |
| PBX ID | PBX ID | Caller's phone system ID. |
| SIP Call ID | - | Removed this metric |
| - | Resolution | Resolution column is meant to show what happened with the interaction. Will populate the following metrics:
|
| Caller Service Name | - | Removed this metric |
| Caller Service Type | - | Removed this metric |
| Callee Service Name | - | Removed this metric |
| Callee Service Type | - | Removed this metric |
| Last Re-Direct Type | - | That information is available by consulting the Outcome and/or the Resolution columns. |
| Caller Hold Duration | - | This information is available in the expanded view by looking at the start and end time for each call leg of the interaction. |
| Callee Hold Duration | - | This information is available in the expanded view by looking at the start and end time for each call leg of the interaction. |
| Caller Disconnect On Hold | - | This is presented in the Labels column as DISCONNECTED. |
| Callee Disconnect On Hold | - | This is presented in the Labels column as DISCONNECTED. |
| Original Caller | - | This information is always available in the expanded view. Where the Caller and Calle fields will populate with the correct parties for each call leg of the interaction. |
| Original Callee | - | This information is always available in the expanded view. Where the Caller and Calle fields will populate with the correct parties for each call leg of the interaction. |