Reference · built on requestConnectorVoice & contact center

8x8

Contact center analytics, call records, recordings, and event streams from 8x8, with agent and campaign actions.

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About

8x8 runs cloud phone (8x8 Work) and contact center (8x8 Contact Center) services on one platform it calls XCaaS. Its developer portal splits the APIs into Actions & Events, Analytics & Content, Administration, and CPaaS. Analytics covers Contact Center historical and realtime metrics, Work Analytics call detail records, and a Cloud Storage Service for recordings, voicemails, and transcripts.

Through Fibric, an operator reads queue metrics and agent status, follows call state changes on the Event Streaming WebSocket, and proposes a call for an agent, an agent status change, or new campaign records. You approve; the change is applied once and recorded.

This is a reference listing. It documents what Fibric would read from 8x8 and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Contact Center historical metrics through historical-metrics v8, including detailed-reports-interaction-details and detailed-reports-agent-status-change
  • Queue and agent metrics through realtime-metrics v5, such as acceptedInSla over 15-minute to 12-hour windows and today
  • 8x8 Work Call Detail Records and Call Legs through Work Analytics, covering the past two years
  • Agent login and logout, call state changes, queue updates, and agent status through Event Streaming over WebSocket
  • Status for all agents or one agent through GET /api/v1/tenants/{tenantId}/agentstatus/agents
  • Call recordings, screen recordings, voicemails, and transcripts through the Cloud Storage Service v3, searched per region
  • Chat conversation events CONVERSATION_UPDATE, QUEUED, MEMBERS_CHANGED, TRANSFER, MESSAGE, and ACTIVITY through webhooks

Proposed actions

  • Target capability: propose a call placed for a named agent through POST /api/v1/tenants/{tenantId}/calls, with queue and caller ID
  • Target capability: propose an agent status change through the Contact Center Agent Status API
  • Target capability: propose adding records to a campaign or changing campaign status through the Campaigns API
  • Target capability: propose a bulk download of recordings from the Cloud Storage Service before objects are archived

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Rebalance queues inside the interval

    Realtime metrics show queued interactions and acceptedInSla per queue. When a queue falls behind, the operator proposes agent status changes so a supervisor can move people with one approval.

    With Intraday Balance

  • Prepare for a volume surge

    Historical interaction detail reports set the baseline. When realtime queue counts exceed it, the operator proposes a staffing request and records the reason.

    With Event Surge

  • Find what drives contacts

    Interaction details and transcripts from the Cloud Storage Service feed a weekly read of contact reasons. The operator proposes the top drivers and the evidence behind each.

    With Contact Drivers

  • Summarize calls from stored recordings

    After a call state change on the Event Streaming feed shows a call finished, the operator locates the recording in Cloud Storage and proposes a summary for the record you choose.

    With Call Summary

Requirements

  • An 8x8 account whose admin holds the Application Credentials permission to create API keys in Admin Console
  • An App in Admin Console with the APIs assigned that the operator will call, for example Analytics for Contact Center
  • The Cloud Storage API assignment, granted by the Super Admin, before a Call Recording & Storage key can be created
  • The Contact Center platform code and tenant name from Configuration Manager for action APIs, such as na12
  • The regional base URL for your tenant: api.8x8.com, or the eu, au, or ca prefix
Authentication
An App key and secret from 8x8 Admin Console exchanged at https://api.8x8.com/oauth/v2/token with grant_type client_credentials; Contact Center action APIs use Basic authentication with the tenant username and Action Request Token from Configuration Manager.

Limits

  • The historical-metrics JSON data response is limited to 10,000 records; use historical-metrics/detailed-report for larger JSON sets
  • Work Analytics returns data from the past two years only
  • Archived Cloud Storage objects must be restored first; restore can take up to 24 hours
  • Multitenant customers must send the X-Tenant-Info header or receive HTTP 400

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request 8x8 ↗

Questions and answers

How do I authenticate to the 8x8 analytics APIs?
Create an App in Admin Console, which gives a key and secret. Send them as Basic auth to https://api.8x8.com/oauth/v2/token with grant_type client_credentials to get an access_token, then use it as a Bearer token. Work Analytics takes the key alone as the 8x8-api-key header and does not need the secret.
Is there a real-time event feed?
Yes. 8x8 Event Streaming delivers agent login and logout, call state changes, queue updates, interaction events, and agent status changes over a WebSocket built on Apache Pulsar, with Reader and Consumer APIs and regional WSS endpoints. It replaces the legacy Streaming API for new integrations.
Where do recordings live?
In the Cloud Storage Service at https://api.8x8.com/storage/{region}/v3/. Data is stored per region, so first call Find My Regions, then search objects with a filter. Objects in cold storage show objectState ARCHIVED and must be restored before download, which can take up to 24 hours.
Ask about 8x8

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with 8x8 through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy