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

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  • 1.  Ask Me Anything (AMA) with Mark Lipshaw: Analytics for 8x8 Work

    Posted 08-13-2021 16:30
    No replies, thread closed.

    Hi, 8x8 Users!

    It's time for our next AMA! Please join us right here on Thursday, August 26, from 12pm – 1pm ET for our second "Ask Me Anything" event on Analytics for 8x8 Work with 8x8 Sr. Manager - Analytics @Mark Lipshaw.

    On the date and time noted above, simply sign in, come back to this thread, post any questions you have below, and follow along with the discussion. (There is no dial-in information or webinar link.)

    If you can't make it, click here to send us any questions you have on this topic ahead of time.

    Mark your calendars now, we look forward to chatting with you on August 26!


    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------

    #AskMeAnything​​


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

    Posted 08-26-2021 09:01
    No replies, thread closed.
    Hello and welcome back for another edition of Ask Me Anything! We are once again LIVE and ready to take your questions about Analytics for 8x8 Work with our own @Mark Lipshaw! Let's get to it! :)​

    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:04
    No replies, thread closed.
    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
    ------------------------------





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

    Level 1 Contributor
    Posted 08-26-2021 09:09
    No replies, thread closed.
    Hi there @Mark Lipshaw! Wondering, any plans to add call queues to scheduled reports?​

    ------------------------------
    Pat Appleby
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:13
    No replies, thread closed.
    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 API.

    Next in line is Call Queues, scheduled for later this fiscal year, and it will also include a Scheduled Report and API.


    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:05
    No replies, thread closed.
    Hi @Mark Lipshaw! Thanks for leading this AMA.
    I wanted to ask the following: Does Analytics for 8x8 Work support report scheduling? ​

    ------------------------------
    Kristin Bednarek
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:07
    No replies, thread closed.
    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 page by clicking your username on the top-right of any page.

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------




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

    Posted 08-26-2021 09:10
    No replies, thread closed.
    Who can access Analytics for 8x8 Work? How do I request it?

    ------------------------------
    Eileen Quinn
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:11
    No replies, thread closed.

    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, please reach out to your internal administrator


    Essentials (x1-x3)

    • Call Reports
      • Company Summary
      • Extension Summary
      • Call Detail Records
      • Active Calls
      • Unreturned Calls
      • Calls by DID
    • Employee (Status)

    Supervisor (x4+)

    All Essentials reports, PLUS:

    • Ring Group
    • Call Queue
      • Queue Board
    • Business Hours
    • Call Quality


    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    This message was posted by a user wishing to remain anonymous
    Posted 08-26-2021 09:14
    No replies, thread closed.
    This message was posted by a user wishing to remain anonymous

    What happened to the Meetings report?


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

    AMA Expert
    Posted 08-26-2021 09:14
    No replies, thread closed.
    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 Console. Click here to learn more about this change.

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    This message was posted by a user wishing to remain anonymous
    Posted 08-26-2021 09:22
    No replies, thread closed.
    This message was posted by a user wishing to remain anonymous

    Where can I find training around this?


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

    Posted 08-26-2021 09:26
    No replies, thread closed.
    There's some great material linked from the page Mark pointed out above: https://docs.8x8.com/8x8WebHelp/8x8analytics-virtual-office/Content/VOA/meetings-report-end-of-life.htm

    Near the bottom there, click the link to: https://www.callstats.io/trainings

    Hope that helps!

    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------



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

    Level 1 Contributor
    Posted 08-26-2021 09:16
    No replies, thread closed.
    How about scheduled reports for individual ring groups or call queues?

    ------------------------------
    Pat Appleby
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:20
    No replies, thread closed.
    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.

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:20
    No replies, thread closed.
    How long does it take for a completed call to show up in Analytics for 8x8 Work?

    ------------------------------
    Veronique Nguyen
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:21
    No replies, thread closed.
    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
    8x8 Product Management
    Denver
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:26
    No replies, thread closed.
    Does Analytics for 8x8 Work provide call quality trending analysis and are there plans for any kind of speech analytics, similar to what 8x8 offer for Contact Center?

    ------------------------------
    Cheers

    Andy

    Andy Rawll
    Senior Manager, Product Marketing
    8x8
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:32
    No replies, thread closed.
    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 Work, targeted for 2022.

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Level 1 Contributor
    Posted 08-26-2021 09:35
    No replies, thread closed.
    Lots of great info here! One more for you. Is there any way to run a report showing total calls for sites or departments, similar to the scheduled extension summary report but not limited to the top ten?

    ------------------------------
    Pat Appleby
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:39
    No replies, thread closed.

    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 Incoming calls. The .csv can be filtered to include only extensions for a given Site or Department.

    In the future, we plan to add both Site and Department filters to the Company Summary reports, which will provide summary values for a given Site and/or Department for a given date range. 


    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:41
    No replies, thread closed.
    Hi Mark!  I got an interesting question from a user - How can I integrate Analytics for 8x8 Work with my CRM or Finance system?

    ------------------------------
    Andressa Marlan
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:42
    No replies, thread closed.
    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 information about the Analytics for 8x8 Work API, click here. For more complex integrations please reach out to the 8x8 Integrations team.

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:43
    No replies, thread closed.
    How do I change the timezone for a report?

    ------------------------------
    Carly Wohlers
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:46
    No replies, thread closed.

    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, and can be changed at any time a user runs a report. Legacy reports that have not yet been rebuilt (Call Queue Reports and others) rely on the timezone setting for the PBX, which are set as a default for all legacy reports and can be changed with a request into Support.



    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    This message was posted by a user wishing to remain anonymous
    Posted 08-26-2021 09:47
    No replies, thread closed.
    This message was posted by a user wishing to remain anonymous

    What are the different call designations, and what do they mean?


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

    AMA Expert
    Posted 08-26-2021 09:53
    No replies, thread closed.

    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 after being transferred, but before being answered, auto-forwarded or sent to voicemail
      • Voicemail = Caller was successfully transferred to a voicemail box


    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:48
    No replies, thread closed.
    We actually got a couple of great questions from our internal team @Mark Lipshaw! Here's the first one:
    Now that Meetings reporting has moved to a standalone callstats report available from the 8x8 App Panel, is the analysis provided the same and is there anything further coming soon?

    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:55
    No replies, thread closed.
    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

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:50
    No replies, thread closed.
    Can we use Analytics as a dashboard to monitor queues?

    ------------------------------
    Meghan Richardson Customer Success Manager
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:56
    No replies, thread closed.
    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 a variety of 'longest' and average times.

    ------------------------------
    Mark Lipshaw
    8x8 Product Management
    Denver
    ------------------------------



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

    Posted 08-26-2021 09:57
    No replies, thread closed.

    And one more from here at 8x8:

    Does Analytics for 8x8 Work include reporting on end-point performance, in particular average call quality over time?



    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 09:59
    No replies, thread closed.
    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
    8x8 Product Management
    Denver
    ------------------------------



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

    AMA Expert
    Posted 08-26-2021 10:02
    No replies, thread closed.
    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
    ------------------------------



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

    Posted 08-26-2021 10:07
    No replies, thread closed.
    Thank you so much again for lending us your time and expertise today @Mark Lipshaw​ -- and to all of our great Community members that asked these fantastic questions!

    If you'd like to know more about Analytics for 8x8 Work, check out these resources:

    We'll be closing this thread, but if you have more questions, please start a new discussion in the Open Forum.

    And stay tuned for news about our next AMA soon!

    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------