8x8 Work Analytics: New Active Calls Report Comparison

8x8 Work Analytics: New Active Calls Report Comparison

Overview

The new Active Calls report introduces a redesigned dashboard with an updated layout, modern navigation, and improved data organization. This update ensures a consistent user experience across 8x8 product offerings while making it easier to search for specific calls, download summaries, and view detailed interaction data.
  • The new Active Calls report does not contain historical data from the previous Active Calls report.
  • We recommend exporting and saving any needed data from the old report before switching.

Applies To

  • 8x8 Work Analytics
  • Active Calls Report

General Information

Old

New

Refresh required via manual button click.

Modernized interface with improved call status labeling; refresh remains on demand.

Metrics shown as static columns without visual call state indicators.

Dedicated 'Current State (Call Status)' field with call journey labels.

No direct call journey tracking in the main table.

Call journey via 'Labels' in main table and 'Interaction Details'.

Export to CSV or Excel available.

Not Available

No quick search.

Search bar to locate specific calls.

Device and service details inline in the table.

Device/service details moved to expanded Caller/Callee Details sections.

Filters Component

Old

New

No PBX selection filter in old interface.

PBX filter in top menu for customers with multiple PBXs.

Static date/time (always 'now').

Date range selector from Company Summary (Active Calls shows real-time only).

Metrics Changes - Glossary

Summary Table Metrics

Old Metric

Old Definition

New Metric

Changes

Call ID

Unique ID for the original call.

Call ID

No change.

Leg ID

Identifies the call leg (hop number).

—

Removed; journey visible in Labels.

Start Time

Time call started.

Start Time

No change.

Answer Time

Time call was answered.

Answered Time

Renamed.

Stop Time

N/A for active calls.

—

Removed from main table.

Talk Time

Duration of call so far.

Talk Time

No change.

Caller

Caller’s phone number.

Caller

No change.

Caller Name

Caller’s name/extension.

Caller Name

No change.

Callee

Called party’s number.

Callee

No change.

Callee Name

Called party’s name.

—

Removed.

Direction

Inbound/Outbound.

Direction

Now supports 'Internal'.

Status

Call status (basic).

Current State (Call Status)

Expanded to multi-stage Labels system.

Parent Call ID

Complex call ID.

Reference Call ID

Only populated for transferred calls. Now shown in expanded details panel.

Transfer To Call ID

Target call ID for transfers.

Reference Call ID

Consolidated into same field.

Caller Device ID / Model

Caller’s device info.

Caller Details

Now shown in expanded details panel.

Callee Device ID / Model

Callee’s device info.

Callee Details

Now shown in expanded details panel.

Caller Service Name / Type

Caller service info.

—

Removed from new report.

Callee Service Name / Type

Callee service info.

—

Removed from new report.

Last Re-Direct Number / Type

Last redirection info.

—

Removed; can be inferred from Labels and interaction details.

Caller Hold Duration

Time caller placed call on hold.

On Hold Duration

Consolidated; total hold time.

Callee Hold Duration

Time callee placed call on hold.

On Hold Duration

Consolidated.

Caller/Callee Disconnect on Hold

True/False disconnect indicator.

—

Removed; visible in Labels (DISCONNECTED).

PBX ID

Caller’s phone system ID.

—

Removed.

SIP Call ID

SIP identifier.

SIP

Shown in Interaction Details.

Interaction Details Panel

The new Active Calls interface provides an expanded view for each call, showing:
1. Interaction Details — Call ID, Direction, Labels, Reference Call ID, SIP.
2. Caller Details — Caller ID, number, name, extension, device ID/model.
3. Callee Details — Callee number, name, device ID/model.

This replaces inline display of extended device/service info from the old report.

Key Takeaways

  • The 'Current State (Call Status)' with Labels is the biggest functional change.
  • Several device/service-related metrics moved to expanded detail view.
  • 'Leg ID' and certain redirect/service details removed.
  • Data exports were removed, as this is a real-time report.


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