Objective
Historically, queue call data was accessed via legacy reports. This data is now fully integrated into the Queues table within the modern Analytics interface. By selecting a specific queue, users can drill down into granular call records and download the data for external reporting.
Applies To
Analytics for 8x8 Work
Call Queue Reporting
Procedure
To view or download detailed call records for a specific queue:
Log in to the 8x8 Application Panel.
Select Analytics for 8x8 Work.
Select Call Queue (New) from the left-hand navigation menu.
In the Queues table, find and select the specific queue you wish to analyze.
Click the [Queue Name] (highlighted in blue) in the table header.
This link only appears when a queue is selected (step 4).
The Call Data Report for that specific queue will open.
From the Call Data Report, you can:
Review Detailed Records: See individual call metrics and timestamps.
Analyze Lifecycle Events: Track the path of a call from entry to completion (e.g., transfers, hold time, and abandonment).
Download Data: Use the export icon to save the data in CSV or Excel format.
Additional Information:
Q: In the report, does divert mean that the call was forwarded to an overflow queue?
A: Yes. Diverted means that it followed an overflow path.