Overview
In our efforts to consolidate and modernize Analytics for 8x8 Work, we are introducing new Calls by DID reporting capabilities on February 13th, 2024. The new report will be available through the existing Extension Summary Report under a new Group by DID section.
IMPORTANT:
Historical data will not be made available in the new dashboard at the time of release.
All call data collected prior to February 13, 2024 will be available in the legacy Calls by DID report until April 2, 2024, when the report will be decommissioned.
We advise customers to download legacy report information as soon as possible. After the decommission date, the legacy Calls by DID report information will no longer be available.
Applies To
Analytics for 8x8 Work
Who can access the new report?
Any user with access to Analytics for 8x8 Work will be able to access the new report.
Where are the old and new reporting options available?
The reporting options are located in the following areas of Analytics for 8x8 Work:
Old Report | New Report |
|---|---|
Call Report > Calls by DID | Call Report > Extension Summary > Group by DID |
Which metrics are available in the reports?
The existing Extension Summary report has a new DID column available. This is the only new column added to the Extension Summary Report. Also:
Existing report columns remain as is (without changes).
For Outbound metrics, the values displayed are 0, since DID is not applicable for outbound calls.
The DID column can be added to or removed from the table. It is visible by default when the data is grouped by DID, and as an option when the information is grouped by extension.
The metrics highlighted in the NEW report column below already exist in the Extension Summary Report. Not all of these highlighted metrics are visible by default.
OLD | NEW | Notes |
|---|---|---|
DID | DID |
|
Extension | Extension |
|
| First Name |
|
| Last Name |
|
| Department |
|
| Site |
|
Inbound | Total Inbound |
|
Answered | Total Inbound Answered |
|
| Total Answered | Same value as Total Inbound Answered |
Missed | Total Inbound Missed |
|
| Total Missed | Same value as total inbound Missed |
Abandoned | Total Inbound Abandoned |
|
| Total Abandoned | Same value as total Inbound Abandoned |
| Total Outbound | Existing column in Extension Summary For Outbound metrics the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
Ring Time | Ring Time |
|
Avg Ring Time | Avg Ring Time |
|
| Inbound Talk Time | The same value as talk time, since DID only refers to inbound |
| Outbound Talk Time | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
Talk Time | Talk Time |
|
Avg Talk Time | Avg Talk Time |
|
Wait Time | - | Not available in the new report |
Avg Wait Time | - | Not available in the new report |
Abandoned Time | Abandoned Time |
|
| Total Outbound Abandoned | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
Avg Abandoned Time | Avg Abandoned Time |
|
- | Total Voicemail |
|
- | External Inbound |
|
- | External Inbound Answered |
|
- | External Inbound Answered |
|
- | Percentage |
|
- | External Inbound Abandoned |
|
- | External Inbound Missed |
|
- | External Outbound | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | External Outbound Answered | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | External Outbound Answered Percentage | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | External Outbound Abandoned | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | Internal Inbound |
|
- | Internal Inbound Answered |
|
- | Internal Inbound Abandoned |
|
- | Internal Inbound Missed |
|
- | Internal Outbound | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | Internal Outbound Answered | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | Internal Outbound Abandoned | For Outbound calls the values will be shown as "0" (considering that DID is not applicable for outbound calls) |
- | User Name |
|
- |
|
Information Available for Download
Old Report | New Report |
|---|---|
Information is available for download in CSV and XLSX formats. | Information is available for download in CSV and XLSX formats. |