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8x8 Contact Center Historical Reports End of Life FAQ

Question

When will 8x8 Contact Center Historical Reports reach end-of-life?

Applies To

  • 8x8 Contact Center Historical Reports

Answer

Q: Why are Historical Reports going end-of-life?

It is a legacy reporting solution for 8x8 Contact Center customers. We are transitioning customers to 8x8 Analytics for Contact Center, which is more robust, more flexible and consolidates both real-time and historical data in one place. 

The upcoming Analytics for Contact Center releases, targeted for FY23, will provide users with similar functionality, which we will continue to evolve based on customer requirements

Q: When will Historical Reports go to end-of-life?

As of March 31, 2023, access to Historical Reports will no longer be available.

Q: Are all Historical Reports going away?

No. The Campaign reports will continue to be available in Historical Reports. Illustrated below are what reports will be removed and what will continue to exist. 

Q: How can users  access Historical Reports today, and how can users access the new 8x8 Analytics for Contact Center?

To access Historical Reports today, log in to the 8x8 Contact Center Agent Workspace, click the Menu link in the upper left corner, then select Report

As of March 31, 2023, this report link will only contain Campaign Reporting and no other reports.

To access Analytics for Contact Center:

Or from the 8x8 Applications Panel: https://sso.8x8.com/applicationPanel

Q: Who will be able to access Analytics for Contact Center?

Only users with Supervisor and Administrator roles can effectively track any data in the Analytics for CC platform. 

Users with the Agent role are only able to open the pages or the shared links but will not have access to any data whatsoever. 

If a user claims that some agents still have access to data, make sure both Supervisor and Admin roles are removed from that agent’s account. 

Q: Do users need to recreate all Historical Reports or will these be migrated automatically?

Given the data models are different for old Historical Reports and the new Analytics for Contact Center, reports cannot be migrated automatically. Users will have to recreate reports manually. 

The functional mapping between Historical Reports and Analytics for Contact Center is detailed below.

Q: Will users be able to recreate Historical Reports in Analytics for Contact Center?

Yes. However, we are aware about some functional gaps that we will continue closing. 

The functional mapping between Historical Reports and Analytics for Contact Center is detailed here.

Q: Will the data in Historical Reports and Analytics for Contact Center reports match?

Not exactly. Naming: There are some differences in the metrics names.

Formulas: There are some differences between how the old and the new data is calculated.

Consult the documentation below to understand the differences.

The functional mapping between Historical Reports and Analytics for Contact Center can be found here

Q: Will users still have access to old Contact Center data?

Users will be able to access Historical Reporting data for 12 months upon request.

Q: Will users be able to access old Historical Reports through the API?

Yes. The 8x8 Contact Center Statistics Reporting API will NOT be discontinued. 

However, we strongly advise all users to integrate the new public APIs: 

Note: the data values between the Contact Center Statistics Reporting API and the Analytics for CC product might be different, due to the different approaches to metrics naming and formulas. For more information, see the question about data matching above.

Q: How do I, as a Supervisor, make sure that my agents only have access to their own data?

Users with only the Agent role assigned will not have access to any reporting directly from the Analytics pages.

However, if you want to share any reporting with an Agent, a personalized report can be set up for that Agent and shared via email or the URL.

 

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