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What's new in the 8x8 Analytics for Contact Center 2.15 release?

  • Updated on Sep 28, 2026
  • Published on Jul 27, 2026
  • 4 minute(s) read
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In this release of 8x8 Analytics for Contact Center, we have introduced the following enhancements:

Access multiple contact center tenants with a single login

If your account has more than one contact center tenant, you can now use a single login to switch between the tenants you have access to. Selecting the tenant switch control opens a list of your available tenants so you can switch between them without logging out. Previously, a separate user account was required for each tenant.

To learn more, see Log in to 8x8 Analytics for Contact Center.

View post-call survey data in interaction details

The Interaction Details report now includes data from a post-call survey when a customer completed one for that interaction. Click the Customize table icon and enable the following new fields:

  • PCS Survey ID

  • PCS Survey Name

  • PCS Voice Message Count

  • PCS Avg Normalized Score

You can filter, sort, and export these fields with every other interaction property, so you can trace a low score to the agent, queue, and handling behind it.

Note:

This data appears only when the interaction is linked to a completed post-call survey.


The PCS Avg Normalized Score is the average normalized score for all questions in a survey. Each question is scored on a 0 to 100 scale, allowing different question and rating scale types to be compared consistently.

For example:

  • A Yes/No question scores as follows

    • Yes = 100

    • No = 0

  • A 1 to 5 rating scale is converted to the 0 to 100 range as follows:

    • 1 = 0

    • 2 = 25

    • 3 = 50

    • 4 = 75

    • 5 = 100

  • A 1 to 9 rating scale is converted to the 0 to 100 range as follows:

    • 1 = 0

    • 2 = 13

    • 3 = 25

    • 4 = 38

    • 5 = 50

    • 6 = 63

    • 7 = 75

    • 8 = 88

    • 9 = 100

Voice message responses are excluded from the score.

To learn more, see Access the Interaction Details report.

Play recordings from the Interaction details

You can now play the recording for an interaction directly from Interaction Details by clicking the Play audio recording button next to a recording.


The inline player provides the overall recording for the interaction, not separate recordings per participant leg. Previously, you were redirected to Quality Management and Speech Analytics (QM/SA) to play the recording.

A separate icon remains available to open the recording in QM/SA to evaluate the agent.

Clicking the Play audio recording icon again hides the player.

Note:

You can only access a recording for interactions you are permitted to view.

To learn more, see Access the Interaction Details report.

Access video meeting assets

If a video meeting is linked to an interaction, the Open video assets icon now appears next to that interaction and on the corresponding node in the interaction journey. Clicking it opens the Interaction Resources in a new browser tab, so you can easily view the recording and any attachments shared during the meeting, such as attached files and screenshots.

Note:

Video and audio are recorded separately for these interactions, so the video recording does not include the phone call audio.

To learn more, see Access the Interaction Details report.

Parked emails indicator in the Agent Resources dashboard widget

The Agent Resources dashboard widget now shows an icon with a real-time count when an agent has parked one or more emails. Clicking the icon opens the email Interactions tab that lists the agent’s active and parked emails. This provides more visibility on the agent’s backlog.

Filter email interactions by supervisor action

You can now use the Supervisor Actions filter to find email interactions that a supervisor has reassigned to a different agent or transferred to a queue.

When a supervisor reassigns an email to another agent or transfers it to a queue, the action is also recorded in the timeline of the interaction journey.

To access the Supervisor Actions filter:

  1. Go to Detailed Reports > Interactions.

  2. Select a date or date range.

  3. In the search field, search for the Supervisor Action filter and select it.

  4. Choose the <is> or <isn’t> filter operator.

  5. Select:

    • Reassign

    • Transfer

  6. Click Finish.

  7. Click Search.

Hide deleted agents from a report filter

You can now show or hide deleted agents from your reports using the Show deleted agents toggle. This filter is available in the following reports:

  • Interaction Summary report

  • Digital Channels Summary

  • Agent status reports

  • Agent interactions reports  

  • The participant filter in Interaction Details report

Agent filters have historically listed every deleted agent alongside current ones. In organizations with high turnover, that list can look long and cluttered. Turning the toggle off keeps the filter list short and easy to scan, but allows you to report on the interactions and activity they handled while active.

Export, schedule, or share a script path report as CSV

You can now download, schedule, and share the script path report as CSV using three new options:

  • Download CSV: The CSV format appears in the download menu and allows you to download all the data in the tree.

  • Share (as link): Click the more options icon next to a custom report and select Share. Click the toggle at the top to share the report as a CSV link that recipients can open without being signed in, and that can be revoked at any time.

  • Schedule: Click the more options icon next to a custom report and select Schedule. Set up recurring delivery to a chosen set of recipients, created, edited, and deleted alongside all other report schedules.

To learn more about features and enhancements introduced in the past, check out previous releases.

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