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Analytics 8×8

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Glossary of Terms for Analytics for 8×8 Work

Company Summary

Total Inbound CallsTotal number of incoming calls received by the phone system from outside.
Total Outbound CallsTotal number of outgoing calls from the phone system to the outside.
Total Ext2Ext CallsTotal number of calls dialed within the phone system from one extension number to another extension number.
Total Answered CallsNumber of calls answered live.
Total Missed CallsNumber of calls that were not answered live.
Total Abandoned CallsNumber of calls abandoned by the callers before being answered by a live person or before reaching voicemail.
Active CallsNumber of calls currently in progress at the time of this report. This excludes Ext2Ext calls.

Not only is 8×8 one of the leading contact centre and UC vendors in the world, but they’ve been recognised as such by Gartner, the most famous business analysts in the world!

8×8 Named a Leader in 2021’s Gartner® Magic Quadrant™ For Unified Communications as a Service

8×8 Named a Challenger in 2021’s Gartner® Magic Quadrant™ For Contact Centre as a Service

This means Gartner has seen the innovation and reliability that 8×8 build into their solutions, and its ability to help businesses connect with the customers easier, resulting in better interactions and happier customers that stay for the long-term!

Time Statistics

Total Call TimeCumulative duration of all successful calls both Ext2Ext and external (i.e. dialing + ringing + all call handling time).
Average Call TimeAverage length of a call.
Total Talk TimeCumulative duration of the talk time of all successful calls. It includes Ext2Ext calls.
Average Talk TimeAverage length of a call's talk time.
Total Ring TimeCumulative duration of the ringing time for all calls. It includes Ext2Ext calls.
Average Ring TimeAverage duration of ringing time for a call. This includes Ext2Ext Calls.
Total Abandoned TimeCumulative duration of all abandoned calls (all calls where CALLER ends the call before being answered). It includes Ext2Ext activity and calls answered by auto attendant but abandoned while waiting in call queue.
Average Abandoned TimeAverage length of calls that are abandoned. This includes Ext2Ext Calls.
Total Voicemail CallsTotal number of incoming calls that reached voicemail.

Read our blog to discover why 8×8 is the Leading Unified Communications in 2021

Inbound Statistics

Total Inbound CallsTotal number of calls received by the phone system from outside.
Total Inbound Active CallsTotal number of inbound calls in progress at the time of the report.
Total Inbound AnsweredTotal number of incoming calls answered live. This excludes calls answered by voicemail or by auto attendant.
Total Inbound AbandonedTotal number of incoming calls abandoned by callers before being answered by a live person or before reaching voicemail.
Total Inbound MissedTotal number of calls that were not answered live (calls that reached voicemail, plus calls that were abandoned).

Outbound Statistics

Total Outbound CallsTotal number of outgoing calls from the phone system to the outside.
Total Outbound Active CallsNumber of outbound calls in progress at the time of the report.
Total Outbound AnsweredNumber of outbound calls that were connected. It includes all calls answered live or by auto attendant, or calls that reached voicemail.
Total Outbound AbandonedNumber of outbound calls abandoned before being answered by the destination party.

Ext 2 Ext Statistics

Total Ext2Ext CallsTotal number of calls dialed within a phone system from one extension to another extension.
Total Ext2Ext Active CallsNumber of extension-to-extension calls in progress at the time of the report.
Total Ext2Ext AnsweredNumber of calls between extensions that were answered by a live person. This excludes calls answered by voicemail or auto attendant.
Total Ext2Ext AbandonedNumber of calls between extensions that are abandoned by the caller before being answered.
Total Ext2Ext MissedNumber of calls between extensions that went unanswered (either abandoned, or answered by voicemail).

Extensions Summary

Summary for first 10 ExtensionsSelect the number of extensions under the selected branch(es) and department(s) and view the summary of extension call activity for selected metrics (total inbound, total outbound, total missed, total abandoned and total answered).
Top N Total Inbound Calls for 10 ExtensionsSelect a metric such as Total Inbound Answered and view the extensions which answered most inbound calls in the time frame selected. The stats are displayed in sorted descending order by extension.
Summary Across DepartmentsSelect multiple departments and see a summary chart that compares selected metrics (total inbound, total outbound, total missed, total abandoned and total answered) across departments.
Total Inbound Calls Across DepartmentsIn this chart you can compare the selected metric across departments.

Analytics for 8×8 Work Queue Dashboard Metrics Glossary

Glossary

Calls in QueueNumber of calls currently waiting to be served in the queue.
Calls in ProgressNumber of calls currently handled by the agents logged in to the queue.
Total AgentsTotal number of agents currently logged in to the queue.
Total CallsTotal calls being handled and waiting.
Total Advanced CallsCalls that were advanced to the next available agent in the queue due to the unavailability of previous agents.
Total AnsweredTotal number of queued calls that were answered live in the time period monitored.
Total Wait TimeTotal waiting time of all calls in the queue during the time period monitored.
Total Talk TimeCumulative duration of the talk time of all answered calls during the time period monitored.
Total Hold TimeCumulative duration of answered calls placed on hold during the time period monitored.
Total Answer TimeCumulative time that calls in the queue waited before being answered during the time period monitored.
Current Wait TimeCumulative wait time of calls currently waiting to be served in the queue.
Available AgentsNumber of agents currently available to handle calls.
Average Answer TimeTotal answer time averaged over all the calls during the time period monitored.
Average Talk TimeTotal talk time averaged over all answered calls during the time period monitored.
Overflow AgentsNumber of agents in the overflow call queue that are currently logged in to the queue.
Abandoned CallsNumber of queued calls abandoned by callers before being answered by agents during the time period monitored.
Average Wait TimeTotal waiting time in queue averaged across all the calls during the time period monitored.
Longest Talk TimeThe longest talk time of all calls answered during the time period monitored.
Longest Wait TimeThe longest wait time of all calls answered during the time period monitored.
Longest Hold TimeThe longest hold time of calls answered placed on hold during the time period monitored.

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Our team is fearlessly authentic

“Our reputation and results accumulated over time have ensured our long-term endurance.”

We believe in the strength of a goal-orientated customer journey. We take the time to build a depth of knowledge around our customers that never needs to be diluted by change of management.
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What Our Customers Say

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Matt Edwards

Sales & Marketing Director, The Fascia Place
Following NSL’s advice we adopted the 8X8 communications tool and it has been a game-changing investment for us at The Fascia Place Ltd. Due to the restrictions imposed during the Coronavirus Pandemic our business witnessed an immediate change in the way our customers chose to communicate with us. Limiting their physical visits to our stores our customers adopted a preference to making enquiries to us via phone, email and the web.

By NSL installing 8X8 across our depot network we were able to successfully launch a brand-new call centre, make quick changes to our call infrastructure and monitor those calls using the in-built analytics functions delivering a 35% increase in our successful pick-ups. Using the system to its full potential the 8X8 system has allowed us to better manage our group communications helping us to achieve our companies best ever trading month during September 2020.

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Mark Waddleton

Telephony Systems Lead, Kuoni
Kuoni has been working with NSL Telecoms for over 10 years, in that time NSL has become a strategic business partner.

NSL’s experience in the market place providing both traditional and creative communication solutions has assisted Kuoni to deliver the best possible experience for both our customers and our internal Support teams. NSL regularly put forward new ways to assist Kuoni, this can-do attitude and quick responses are communicated effectively by the NSL team giving Kuoni peace of mind and the ability to focus on developing our business.

NSL offer an extensive range of reports which help us to better understand the success of our business and plan for the future. I have no hesitation in recommending NSL Telecoms as a reliable, creative and flexible Business partner offering multiple communication solutions.

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Andy Kirk

Group Infrastructure Manager, Auto Windscreens & Coop Insurance
An excellent team and excellent customer service - this is why we partner with NSL!

I just wanted to say thank you to both of you and your team for your continued support this year, it really is appreciated and goes a long way in making our business operate as it does.

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Heather Spencer

Managing Director, AdminWorks
Our business was already using a VoIP system but moved to NSL just prior to lockdown, as they offered better functionality and value for money. What a great and well timed decision!

My team and I found ourselves perfectly prepared for home working on the communication front, with no interruption at all to our business. Leicester and his support team have been marvellous from the start, and I wholeheartedly recommend both the NSL team and their product.

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Fiona Sim

Chief Executive, Mosac
We have had our first weekly staff team conference call today and we all found it good to hear each others voices after a week of home working. I wanted to write and formally thank you for all the help and support that you are giving us - Wendy in particular has been singing your praises for your help in keeping the Mosac Helpline running smoothly.

So heartfelt thanks and warm wishes to you all. Stay safe and well.

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Angie Menary

Chief Executive, Thame & District Housing Association
Thank you! The 8x8 system has been a godsend for us. To have gone live with it two weeks before lockdown was incredible timing and it has been great. We can’t imagine how we’d have coped without it whilst working from home.