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Mark Lipshaw

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RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 10:02
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Thank you everyone for the great questions! I'll look forward to seeing any additional questions in the community about Analytics for 8x8 Work, ------------------------------ Mark Lipshaw 8x8 Product Management Denver ------------------------------

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:59
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Yes, Analytics for 8x8 Work provides a Call Quality report that indicates quality information for a given that can be filtered by extension, site, device, IP, etc. We also provide a Device Report that provides real-time endpoint status for hardphone devices. ------------------------------ Mark Lipshaw ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:56
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Yes, Analytics for 8x8 Work offers Call Queue reports that include a Queue Board, which provides real-time queue activity that is designed to be presented on a shared monitor and/or wallboard. The real-time metrics include critical queue performance data such as Callers in Queue, Available Agents, and ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:55
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callstats is a dedicated call quality monitoring solution that includes a significant number of quality measures and configuration data. The analytics provided by callstats exceed the breadth and depth of the former Meetings Report. You can learn more about callstats by clicking here ------------ ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:53
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Calls can be designated as Answered or Missed. For calls that are Missed they are given a second designation of Abandoned or Voicemail. Answered: the call was picked up by a live person Missed: the call was NOT picked up by a live person Abandoned = the caller disconnected the call ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:46
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Analytics for 8x8 Work is in the process of rebuilding reports on our new platform. For new reports (Company Summary, Extension Summary, Call Detail Records, Ring Groups and Business Hours) the timezone can be changed by clicking the timezone at the top of the report page. This is saved in your cookies, ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:42
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Analytics for 8x8 Work offers an API which can be used to automate the acquisition of call data for things like general reporting, but also can be used to log call history with specific customers into a CRM (e.g. using a screen pop) or to push call information into a call accounting system. For more ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:39
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We offer a couple of different ways to acquire the data for a given extension, depending on whether you want call details or summary values. E.g., the Extension Summary report is offered as a .csv, which includes all extensions, and a .pdf, which includes only the top 10 for each category, sorted by ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:32
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Yes, Analytics for 8x8 Work offers reporting on call quality. In addition to the Call Quality Detail report, which provides call quality information for individual calls, the Call Quality Trend report provides historical trending information. Yes, Speech Analytics is planned for Analytics for 8x8 ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:21
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Call Detail Records, either Call Records or Call Legs, are generally available within 5-30 minutes from Disconnect time. Summary reports, such as Company Summary and Extension Summary, are generally available between 20-30 minute from Disconnect time. ------------------------------ Mark Lipshaw ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:20
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Yes, along with the new Ring Group Summary report we also added 2 new scheduled reports: Ring Group Summary and Ring Group Member Summary. Similarly, once the new Call Queue report is released, it will include also scheduled reports for Call Queue Summary and Call Queue Member Summary. --------- ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:14
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The Meetings report in Analytics for 8x8 Work has been discontinued. Going forward, meeting details can be acquired using callstats, our WebRTC monitoring and troubleshooting service, which provides real-time metrics and analytics to track meeting performance. callstats is available within the Admin ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:13
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Yes, we plan to add Call Queue reports. As many of our customers already know, we are transitioning all reports to our new platform. Our most recent report on the new platform is Ring Group Summary, which is replacing Ring Group Listing and Ring Group Call Data, and includes a Scheduled Report and an ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:11
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Any user with an X-series license is eligible to access Analytics for 8x8 Work, however they must be granted permission, and a license type, in Admin Console. Users granted an Essentials license can access a subset of reports, while users granted a Supervisor license can access all reports. To get access, ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:07
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Yes, Analytics for 8x8 Work supports scheduled reports! Using the Scheduled Report Emails feature, users can schedule reports to be sent via email. We support a variety of date ranges and filters, and reports can be set to any valid email address. You will find the link to Scheduled Reports on any report ...

RE: Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

Posted By Mark Lipshaw 08-26-2021 09:04
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Hello Everyone! Welcome to today's AMA about Analytics for 8x8 Work! I am looking forward to answering your questions! ------------------------------ Mark Lipshaw 8x8 Product Management Denver ------------------------------