Overview
This FAQ is to address questions regarding the migration of the Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC) and Supervisor Workspace and the end-of-life (EOL) of CEX.
Applies To
- 8x8 Contact Center
- Customer Experience (CEX)
- Analytics for Contact Center
FAQs
Why do we plan to migrate Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC) and Supervisor Workspace?
We are consolidating all our contact center reporting capabilities and functionalities into one primary application - Analytics for Contact Center. ACC is more robust, highly flexible, and consolidates both real-time and historical data in one place allowing supervisors to customize their contact center activity monitoring approach.
All current CEX capabilities (Recent Calls metrics, Visual Customer Journey, IVR Report with the Dominant Paths, Digital Channels) will be migrated into ACC except for Post Call Survey which will be migrated into Supervisor Workspace.
After achieving this unification, the CEX standalone application/access point will be removed and customers will continue to use its features from within ACC or Supervisor Workspace.
Why do we plan to end-of-life (EOL) Customer Experience Analytics (CEX)?
By consolidating the CEX features into Analytics for Contact Center (ACC) and Supervisor Workspace users will no longer need to access CEX in a separate app.
When will Customer Experience Analytics (CEX) go end-of-life (EOL)?
CEX will reach EOL on August 20, 2025. At that time, access to CEX will no longer be available as a standalone application.
Do users need to do anything to prepare for the migration at this time?
Starting June 20th, 2024 the core features of Customer Experience Analytics (CEX) i.e., Recent Calls metrics, Visual Customer Journey, IVR Report with the Dominant Paths, and Digital Channels have been integrated into Analytics for Contact Center (ACC 2.10 version). Post-Call Survey will become part of the Contact Center Supervisor Workspace on the 6th of August 2025.
Will there be actions required pre-migration?
The equivalent of the “Saved Filters” from Customer Experience Analytics (CEX) are the “Custom Reports” from Analytics for Contact Center (ACC). The currently defined and saved filters in Customer Experience Analytics (CEX) will not be automatically transferred and will have to be recreated in Analytics for Contact Center (ACC).
As an exception, the saved filters for the Digital Channels report from Customer Experience Analytics (CEX) will continue to be available after the release in the production environment of the 2.10 version of Analytics for Contact Center (ACC). These can be identified as “Custom Reports” for the “Digital Channels Detailed” report.
Will there be actions required for the public Recent Calls & Post Call Survey Analytics (PCS) API migration?
Yes, all customers will need to upgrade to the new, more reliable public APIs. New Post Call Survey and Contact Center Historical Analytics Detailed Report APIs are now live, replacing older endpoints. Visit the 8x8 Developer Hub to get started. Legacy tools and APIs will be retired August 20, 2025.
Post-Call Survey Dashboard Now In Supervisor Workspace
Post-Call Survey dashboard will be available via the Supervisor Workspace providing a more modern and streamlined experience. The updated interface offers a refreshed, intuitive design while retaining all critical functionality from the previous dashboards. This change allows supervisors to manage and review post-call survey results seamlessly within the same environment they use for real-time monitoring and analytics.
To learn more about using the post-call survey features in Supervisor Workspace, please visit our User Guide.
To learn more about using the post-call survey features in Supervisor Workspace, please visit our User Guide.
Will users have any extra benefits if we migrate Customer Experience Analytics (CEX) features into Analytics for Contact Center (ACC)?
In addition to providing access to significantly more metrics than the legacy CEX reports, the current ACC capabilities will also provide advanced functionality compared to the legacy CEX system.
Advanced ACC features include:
- Scheduling
- Real-Time monitoring
- Custom Metrics definition
- Thresholds setup
- Modern UX/UI
For more information on Analytics for Contact Center and what features are currently available, view this user guide.
How are we handling customers’ historical data?
Historical data older than 2 years will not be retained after August 6th, 2025. Customers who need older data, are strongly encouraged to download and save historical data older than two years.