It's 8:45am on Monday. Your operations director is about to walk into a board meeting and has just asked you what your call abandonment rate was last week versus target. You've got 10 minutes.
If answering that question means logging into 8x8, navigating to Explore, filtering by date range, and exporting to a spreadsheet, you already know the problem. Your contact centre runs on data. Getting answers out of it shouldn't be this hard.
Here are 10 questions your 8x8 data should be able to answer instantly. If it can't, Tugger can help.
1. What was our call abandonment rate last week versus target?
Abandonment rate is one of the most closely watched contact centre KPIs. It tells you whether customers are giving up before they reach an agent and whether your staffing levels are keeping pace with demand. With Tugger connecting your 8x8 data to Claude, you ask the question using natural language and get the answer in seconds. No report building, no Explore filters, no export.
2. Which agents have the highest and lowest average handle time this month?
Handle time varies significantly between agents and understanding why matters. High handle times might signal training needs. Unusually low ones might indicate rushed calls. Getting this breakdown agent by agent for the current month is exactly the kind of query Tugger's AI Insights handles instantly using natural language.
3. Are we hitting our SLA targets across all queues this week?
SLA performance is the number your leadership team cares about most. But checking it across multiple queues simultaneously, compared to target, in real time is harder than it should be in 8x8's native tools. Tugger lets you ask: "Show me SLA achievement by queue this week versus our targets" and get a clear answer immediately.
4. How does this week's call volume compare to the same week last year?
Year-on-year volume comparison is essential for understanding whether your demand is growing, whether seasonal patterns are repeating, and whether your team is the right size. It's also a question that requires historical data, date comparisons, and trend analysis: exactly what Tugger handles across your 8x8 data through AI.
5. Which queues had the most missed calls yesterday?
Missed calls are a customer experience failure and a revenue risk. Knowing which queues are struggling, and when, lets you act before it becomes a pattern. With Tugger you ask: "Which queues had the most missed calls yesterday and at what times?" and get the answer straight away, without navigating through multiple 8x8 report views.
6. What is our first call resolution rate by agent this quarter?
First call resolution is one of the truest measures of contact centre quality. Customers who get their issue resolved on the first call are more satisfied and less likely to call back. Getting FCR by agent over a quarterly period in 8x8 requires custom reporting that takes time to build. Tugger surfaces it with a single natural language query.
7. How is agent utilisation tracking this week?
Utilisation, the percentage of time agents are actively handling calls versus available, tells you whether your team is stretched or underused. This is particularly useful for shift planning and resourcing decisions. With Tugger connecting both your 8x8 and 8x8 Work Analytics data, you get a complete utilisation picture across your whole team in one question.
8. Which customers have called us most in the last 30 days?
High-frequency callers are often a signal of an unresolved issue, a product problem, or a relationship that needs attention. Being able to identify them quickly is valuable. But the real power comes when you go further. With Tugger connecting 8x8 to your CRM, you can ask: "Show me our top 20 callers in the last 30 days alongside their HubSpot account status and any open tickets." That's the kind of cross-system intelligence that turns a support query into a commercial conversation.
9. What is our average wait time by time of day this week?
Peak periods and staffing gaps show up clearly in wait time data, but only if you can slice it by hour of day, day of week, and queue simultaneously. This is the kind of multi-dimensional analysis that takes significant time in 8x8's native tools. With Tugger it's a single question using natural language and you have the answer before your next coffee.
10. How is the team performing overall versus last month?
This is the question every contact centre manager wants answered before Monday morning. Abandonment rate, SLA achievement, first call resolution, average handle time, agent utilisation: all of it, compared to last month, in one place. With Tugger's AI Insights you ask one question and get the full picture. No dashboard building, no export, no waiting.
8x8 vs 8x8 Work Analytics: Which Connector Do You Need?
Tugger offers two separate 8x8 connectors and they pull different data, so it's worth knowing which one you need.
8x8 is the core connector, pulling call records, queue activity, agent interactions, and core telephony data. The right starting point for most contact centres.
8x8 Work Analytics pulls richer, more granular data from 8x8's dedicated analytics module, including deeper agent performance metrics, collaboration data, and workforce usage patterns.
For most businesses, using both connectors together gives the most complete picture. All of it flows into the same Tugger warehouse, so you can ask AI questions or build Power BI dashboards across both datasets at once.
The Old Way vs Tugger AI Insights
| The old way | With Tugger AI Insights |
|---|---|
| Log into 8x8, navigate to Explore, filter by date, export | "What was our abandonment rate last week vs target?" |
| Build a custom agent report, wait for it to run | "Which agents have the highest handle time this month?" |
| Pull queue reports individually, reconcile manually | "Are we hitting SLA targets across all queues this week?" |
| Export call data, open in Excel, build pivot table | "How does this week's volume compare to last year?" |
Build a Contact Centre Dashboard in Power BI Too
As well as AI Insights, Tugger connects your 8x8 data directly to Power BI, giving you visual, always-up-to-date contact centre dashboards you can share with your leadership team without giving them 8x8 logins or sending static exports.
Think of AI Insights as your always-available analyst for quick questions, and Power BI as your boardroom dashboard. Tugger powers both from the same data warehouse.
How to Get Set Up
- Connect your 8x8 account to Tugger (and 8x8 Work Analytics if you use it)
- Choose which data you want to sync
- Switch on AI Insights in your account settings to start asking questions in Claude
- Connect Power BI to your Tugger warehouse if you want visual dashboards too
No coding, no warehouse setup, no technical headaches. None. Not even a </> Tugger handles everything behind the scenes. Your data syncs automatically so your AI answers and dashboards always reflect the latest picture.
8x8 Reporting: Frequently Asked Questions
Can I ask questions about my 8x8 data using natural language?
Yes. Tugger's built-in MCP server connects your 8x8 data to AI tools like Claude, ChatGPT and Gemini. You can ask questions using natural language and get real, data-backed answers in seconds. No SQL, no dashboards, no waiting.
Does 8x8 integrate with Power BI?
8x8 doesn't have a native Power BI connector. Tugger provides dedicated connectors for both 8x8 and 8x8 Work Analytics that automatically sync your data to a secure warehouse, which Power BI connects to directly.
What's the difference between the 8x8 connector and the 8x8 Work Analytics connector?
The core 8x8 connector pulls call records, queue data, and telephony activity. The 8x8 Work Analytics connector pulls richer workforce and performance data from 8x8's analytics module. Using both together gives you the most complete contact centre analytics picture.
Can I combine 8x8 data with other systems?
Yes. Tugger supports multiple connectors, so you can combine 8x8 data with HubSpot, Xero, Pipedrive, or any other connected system and ask AI questions or build dashboards across all of it in one place.
Do I need technical skills to set this up?
None. Not even a </> There's no coding, no API configuration, and no data warehouse to build. You connect your 8x8 account, choose your data, and Tugger handles the rest.
Is my 8x8 data secure with Tugger?
Absolutely. Your data is held in a state-of-the-art secure environment. Even Elliot Alderson couldn't get in. Full details are on the Tugger Security and Compliance page.
Ready to Get Real Answers from Your 8x8 Data?
Stop building reports every time someone asks a question about your contact centre. Connect your 8x8 data to Tugger and start getting answers using natural language, instantly, from your live data, without the manual work.
Get started for free or book a demo to see Tugger's AI Insights in action with your 8x8 data.
