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Differences between Analytics for Contact Center and Contact Center Historical Reports

Applies To

  • 8x8 Contact Center users

General Differences

Analytics for Contact Center

Historical Reports

AGGREGATED REPORTS

Aggregated reports include ongoing interactions in ALL of the selected past time intervals. 


This behavior is consistent across all aggregated queue and agent reports. 


This means that if you are to compute the totals by adding the values in the individual rows you may end up counting some interactions twice since an interaction that was ongoing in the previous interval might have ended in the current interval (is present in both, once as ongoing, and the other as completed). 

Example: 
1 interaction was accepted at 15:43:36 and was still being handled at the end of the 15:30 - 15:45 interval. The total Handling Time for that interaction was 0:01:24 at the end of this interval.


No new interaction was accepted in the 15:45 - 16:00 interval but the interaction from the previous interval was still being handled at the end of this current interval. The total Handling Time for that interaction is now 0:16:24 at the end of this interval.
No new interaction was accepted in the 16:00 - 16:15 interval but the interaction from the previous interval was still being handled up until 16:01:03. The total Handling Time for that interaction was 0:17:27 at the end of this interval.

AGGREGATED REPORTS

Aggregated reports do NOT consistently report on ongoing interactions. 


The metrics are being reported differently based on the metric type and the report.


1. In AGENT TRANSACTIONS and QUEUE TRANSACTIONS reports:
1.1. Processing Time & Post-Processing Time metrics 
If an interaction started in one selected time interval and finalized in another time interval, the interaction's processing durations will only be reported in the interval when it finalized and will not affect the interval when the interaction was created. 

Example: 
1 interaction was created at 3:15pm and ended at 3:36pm. 
The Average Processing Time will be reported as follows: 
- for interval 3:00-3:30pm Avg Processing Time = 0 (zero)
- for interval 3:30-4:00pm Avg Processing Time = 21 minutes

1.2. Entered, Accepted, Answered in SLA metrics
If an interaction started in one selected time interval and finalized in another time interval, the Entered, Accepted and Accepted in SLA metrics will be incremented in the interval when these events happened.

Example: 
1 interaction entered a queue at 3:15pm, was accepted at 3:17pm and ended at 3:36pm. The report will show: 
- for interval 3:00-3:30pm Entered=1, Accepted=1, Accepted in SLA=1
- for interval 3:30-4:00pm Entered=0, Accepted=0, Accepted in SLA=0

In AGENT TIME ON STATUS report: 
2.1. The Processing duration metrics are reported and split within each time interval. 

Example: 
1 interaction was created at 3:15pm and ended at 3:36pm. 
The Processing Time will be reported as follows: 
- for interval 3:00-3:30pm Processing Time = 15 minutes
- for interval 3:30-4:00pm Processing Time = 6 minutes

2.2. The Post-Processing duration metrics are reported only in the last interval.

SCHEDULED REPORTS

All reports can be scheduled to automatically receive via email. 

SCHEDULED REPORTS

Scheduled reports are not available

GRANULARITY

Available granularities are based on the selected period of time. 


Known limitation: not possible to generate a report for the last 12 months with granularity of 1 day 

GRANULARITY

Limited granularity options. 


Possibility to generate a report for the last 12 months with granularity of 1 day. 

EXPORT FORMATS

More export format options for report: .csv & .xlsx

EXPORT FORMATS

.xsl format only 

CHARTING OPTIONS

Charting capabilities that can be added on top of the report and downloaded in various formats

CHARTING OPTIONS

None available

REPORT CREATION

1 single template per report type (i.e. Queue Interactions Summary) enabling multiple reports 

REPORT CREATION

Highly specialized, pre-defined reports with limited customization options

REPORT EXECUTION

All aggregated reports are being saved as a custom report after applying filters and hitting Save. There is no option to run a report without saving it

REPORT EXECUTION

Reports can be run without saving them in the custom reports list