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.
Example:
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AGGREGATED REPORTS Aggregated reports do NOT consistently report on ongoing interactions.
Example: 1.2. Entered, Accepted, Answered in SLA metrics Example: In AGENT TIME ON STATUS report: Example: 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.
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GRANULARITY Limited granularity options.
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EXPORT FORMATS More export format options for report: .csv & .xlsx |
EXPORT FORMATS .xslx 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 |
Specific Report and Metrics Comparisons
This information is best presented in the form of a pdf file. The attached Historical Reporting vs Analytics for CC - Reports & Metrics Mapping pdf file provides this specific information. Please click the underlined name of the file to access it.