Objective
In this page the user will find detailed migration mapping for the metrics and filters of the CEX reports into Analytics for CC or Supervisor Workspace reports, where applicable. For the high-level overview over the reports mapping between the systems, please consult the Customer Experience (CEX) EOL Overview.
Applies To
Contact Center
Customer Experience (CEX)
Analytics for Contact Center (ACC)
Supervisor Workspace
Recent Calls report migration into Detailed Reports/Interactions in Analytics for Contact Center
Metrics Mapping
Recent Calls Report Metric [CEX] | Detailed Report / Interactions correspondent metric [ACC] |
Transaction ID | Transaction ID |
Abandon Time | Time to Abandon |
Agents | Participant |
Call Date | Creation Time |
Call Start Time | Creation Time |
Call Direction | Direction |
Call Duration | Interaction Duration |
Call Type | Type and/or Label |
Caller Name | Customer Name |
Caller Phone Number | Customer Phone |
Destination Number | Destination |
Dialed Phone Number | Channel Name / Channel ID |
Hangup By | Terminated by |
Hold Count | Hold |
Max Hold Duration | Longest Hold Duration |
Total Hold Duration | Hold Duration |
Mute Count | Mute |
Queues | Queue Name |
Schedule Hours | Scheduled Hours |
Time in IVR | IVR Treatment Duration |
Wait Time in Queue | Queue Wait Duration |
Filters Mapping
Recent Calls Report Filters [CEX] | Detailed Report / Interactions correspondent filter [ACC] |
| |
Channel | Channel Name, Channel ID |
Queue | Queue Name, Queue ID |
Agents | Participant type is Agent |
Caller | Customer Name |
Transaction ID | Transaction ID |
Date Range | Time & Date picker |
Call Direction | Direction |
Call Type | Type |
Call Type is Queued | Label is Queued |
Call Type is No Queue | Label isn’t Queued or Queue Name is empty |
Call Type - Direct Agent Routing | Label is Direct Agent Routing |
Call Type - Direct Agent Access | Label is Direct Agent Access |
Call Type - Agent to Agent | Type is Internal Call and/or Type is Consultation Call |
Call Type - Agent Verification | Type is Verification Call |
Call Type - Post Call Survey Callback | Type is Post-Call Survey Callback Or Label is Post-Call Survey Stay On Call |
Call Type - Hangup in IVR | Label is Ended in IVR |
Call Type - Hangup before IVR | Not available |
Call Type - Voicemail | In CCA, one have split the ‘Voicemail’ type for all possible activities while in CEX were grouped only under a single value Label is Forwarded to Voice Mail |
Call Type - Call Forwarded | Label is Forwarded to External IVR |
Call Type - Web Callback | Type is Callback |
Call Type - My Recording | Not available |
Hangup by | Terminated by |
Outcome - Rejected by Agent | Outcome is Rejected |
Outcome - Spoke to Agent | Outcome is Handled |
Outcome - Went to voicemail queue | Outcome is Forwarded to Voicemail |
Outcome - Went to agent individual voicemail | Outcome is Forwarded to Agent Individual Voicemail |
Outcome - Call Hangup in IVR | Outcome is Ended in IVR |
Outcome - Caller Hangup in Queue | Outcome is Abandoned |
Outcome - Conference Agent | Outcome is Conference Established |
Transfer to Agent | Transfers is Transfer to Agent |
Transfer to another number | Transfers is Transfer to Another Number |
Transfer to Queue | Transfers is Transfer to Queue |
Blind transferred | Transfers is Blind Transfer |
Scheduled Hours | Scheduled Hours is Open / Closed |
IVR Exit Points - Queue | Labels is Queued |
IVR Exit Points - Hangup | Labels is Ended in IVR |
IVR Exit Points - Direct Agent Access | Labels is Direct Agent Access |
IVR Exit Points - Forward to External number | Labels is Forwarded to External Number |
IVR Exit Points - Forward to Voicemail | Label is Forwarded to Voicemail |
Repeated Interactions | Repeated interactions by -Customer Phone |
Call durations ( from - to ) | Interaction Duration =, !=, <, > |
Time in Queue ( from - to ) | Queue Wait Duration =, !=, <, > |
Time in IVR ( from - to ) | IVR Treatment Duration =, !=, <, > |
Transfer count ( from - to ) | Not available |
Handling time ( from - to ) | Handling Duration =, !=, <, > |
Hold count ( from - to ) | Hold =, !=, <, > |
Total hold duration ( from - to ) | Hold =, !=, <, > |
Mute count |
|
Digital Channels report migration into Digital Channels / Detailed report in Analytics for Contact Center
Metrics mapping
all metrics are available in the new system
Filters mapping
all filters are available in the new system with the disclaimer that filtering approach between the 2 systems ( CEX and ACC ) are different; while in CEX there are just checkboxes, in ACC customer have a dedicated Search/Filter bar where they can add and combine filters to obtain the desired result using is, isn’t, is empty, is not empty criteria, defining hence custom reports.
Dominant Paths and IVR Metrics reports migration into Script Paths Report in Analytics for Contact Center
The Script Path Report will be available from the Analytics for Contact Center and will present caller behavior and routing in an active graphical format. Dominant Paths will become a filter inside this report. The Script Path Report diagram will show all the nodes and outcomes of each node in a given script a call has run through, as per the script configuration defined in the 8x8 Configuration Manager.
Filters mapping
IVR Metrics & Dominant Path filters [CEX] | Script Path report filter [ACC] |
| |
IVR Script | Script |
Channel | Channel |
Queue | Queue |
Agents | Agent |
Date Range | Time & Date picker |
Post Call Survey Analytics report migration into Post Call Survey in Supervisor Workspace
Metrics Mapping
Post Call Survey - Survey Summary Metric [CEX] | PCS Widget Supervisor Workspace correspondent metric [ACC] |
Offered | Offered |
Opted In | Opted In |
Started | Started |
Completed | Completed |
- | Score per Script |
Answered | Answered |
Hang Up | Hang Up |
Skipped | Skipped |
Score per Question | Score per Question |
Min Value | Min Value |
Max Value | Max Value |
Average Score | Average Score |
Median Score | - |
Response # | Response # |
Response % | Response % |
Recorded | - |
Post Call Survey - Detailed Responses Metric [CEX] | PCS Interaction Retrieval Supervisor Workspace correspondent metric [ACC] |
Call Date | Call Date |
Call Start Time | Call Start Time |
Caller Name | Caller Name |
Caller Phone Number | Caller Phone Number |
Agent Name | Agent Name |
Qn.. response | Qn.. response |
Total Score | Total Score |
Actions | - |
Filters Mapping
Post Call Survey - Detailed Responses filter [CEX] | PCS Widget Supervisor Workspace correspondent filter [ACC] |
| |
Survey | Not needed as a filter since customers have a landing page with all the surveys available |
Agent Groups | - |
Agents | Agents |
Queue | Queue |
Caller | Caller |
Transaction ID | Transaction ID |
Date Range | Date Range |
Offer Type: Callback | Offer Type: Callback |
Offer Type: Stay on call | Offer Type: Stay on call |
Results Totals: Completed | - |
Voice Comment: Question Selection - Recorded | Voice Comment: Question Selection - Recorded |
Voice Comment: Question Selection - Skipped | Voice Comment: Question Selection - Skipped |
Voice Comment: Question Selection - Hang Up | Voice Comment: Question Selection - Hang Up |
Score: Question Selection - Greater or Equal to | - |
Score: Question Selection - Equal to | - |
Score: Question Selection - Less or Equal to | - |
Call Outcome: Rejected by Agent | - |
Call Outcome: Spoke to Agent | - |