Overview
If you use multiple 8x8 analytics products, such as Quality Management & Speech Analytics (QM/SA), Interaction Retrieval in Supervisor Workspace, and Contact Center Analytics, you may notice that similar metrics sometimes display different values or labels across reports. This article explains how key fields align across these systems and how to interpret data consistently when comparing results between tools.
Applies To
8x8 Analytics
Quality Management
Speech Analytics
Supervisor Workspace
Field Mapping Reference
Below is a comparison of common fields across the three systems, with notes on how they relate.
QM/SA | Interaction Retrieval | Contact Center Analytics (Interactions Detailed Report) | Notes / Comments |
|---|---|---|---|
Interaction type | Media Type | Media type | QM/SA includes additional “audio video” and “video only” types. |
Interaction source | – | – | Unique to QM/SA. |
Evaluation Date / Interaction Date | Date/Time | - | Recording starting date & time. |
- | - | Time (Creation) | Interaction started date & time (includes script/wait time before the recording starts). |
Agent name | Agent | Participant | All refer to the same person, but naming varies per product. |
Average emotion overall | Overall emotion | – | |
Interaction duration | Duration | - | Duration of the recording. |
- | - | Handling duration | Total time spent by participants to handle the interaction. Not just recording duration. |
Caller name / Called name | Customer (Inbound/Outbound) | Customer (Inbound/Outbound) | |
Interaction GUID | Interaction ID | Interaction ID | Used for matching interactions between systems. |
Original GUID | - | Original Interaction ID | |
Interaction direction | – | Direction | “Inbound” vs “Outbound” |
VCC Queue name | Queue | Queue Name | Terminology differs, but these map directly. |
VCC Channel name | Channel | Channel Name | Terminology differs, but these map directly. |
VCC Transaction ID | Transaction ID | Transaction ID |