slug: 8x8
provider: 8x8
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Telecommunications
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 16
edges:
- tag: Agent status
  spec_file: 8x8-agent-status-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.85
  evidence: enables you to set an agent's status or availability in your contact center ... (e.g., ON_BREAK,
    WORK_OFFLINE)
  reason: Setting and querying agent availability states (LOGGED_IN, ON_BREAK, PROCESS_TRANSACT) is contact-centre
    workforce/state management, squarely Contact Centre Operations Management.
- tag: Phone calls
  spec_file: 8x8-phone-calls-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.85
  evidence: '"Creates an agent assigned outbound phone interaction for calling the desired number" ; "Frees
    up the agent lines in preparation to take the next call" ; "Hangs up the call for an agent"'
  reason: The Contact Center Call API drives agent telephony — placing, transferring, ending calls and
    freeing agent lines — which is contact-centre operations including telephony control.
- tag: Agent Activity
  spec_file: 8x8-agent-activity-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.82
  evidence: The Work Analytics API provides metrics related to call queues activity as well as agent activity
    on queues
  reason: Queue and agent activity metrics for a cloud contact centre are contact-centre operations reporting
    and workforce oversight, which sits under Contact Centre Operations Management. Residual ambiguity
    is only whether it belongs with operations vs. general analytics reporting.
- tag: Agents
  spec_file: 8x8-agents-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.82
  evidence: GET /queues/{queueId}/agents cc-real-time-get-agents-metrics-by-queue Agent Statistics by
    Queue
  reason: Real-time agent statistics by queue and group, plus PBX agent rosters, are contact-centre operational
    monitoring — Contact Centre Operations Management. Not HR performance management, since the metrics
    are queue-interaction telemetry.
- tag: Queue Agent Activity
  spec_file: 8x8-queue-agent-activity-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.8
  evidence: '"provides metrics related to call queues activity as well as agent activity on queues" ;
    "Get Agent Activity Metrics per Queues"'
  reason: Queue and agent activity metrics are the operational measurement layer of contact-centre running
    and workforce management.
- tag: Queues
  spec_file: 8x8-queues-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.8
  evidence: '"real-time statistical data on queues and agents queue interactions" ; "Queue Statistics"
    / "Individual Queue Metrics"'
  reason: Real-time contact-centre queue metrics used to run the contact centre (occupancy, waiting interactions),
    i.e. contact centre operations management, not network performance management.
- tag: Webhooks Configuration API
  spec_file: 8x8-webhooks-configuration-api-api-openapi.yml
  capability_id: BC-4270.80
  capability_id_l1: BC-4270
  capability_name: Webhook & Event Subscription Management
  confidence: 0.75
  evidence: manage account-wide and subaccount configurations such as the webhooks used for SMS and Chat-Apps
    inbound messages, delivery and read receipts and various events
  reason: The description explicitly frames this as configuration of event/webhook delivery for inbound
    messages and receipts, i.e. outbound event subscription management on the developer platform.
- tag: Call Queue Metrics
  spec_file: 8x8-call-queue-metrics-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.7
  evidence: GET /v2/pbxes/{pbxId}/call-queue-metrics  get-queue-metrics  Get Call Queue Metrics; schema
    QueueMetrics
  reason: Queue-level performance metrics for a hosted PBX contact centre ('metrics related to call queues
    activity as well as agent activity on queues') — contact-centre operations/workforce measurement.
- tag: Conversations
  spec_file: 8x8-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.7
  evidence: POST /vcc/{region}/chat/v2/tenant/{tenant-id}/conversations/{conversation-id}/messages  sendmessagetocctransaction  Send
    a message; PostAgentAssignmentConfigurationRequest
  reason: 'Contact Center chat conversations: create/retrieve conversations, participants, agent assignment
    and message exchange with customers — inbound contact handling and resolution.'
- tag: Messages
  spec_file: 8x8-messages-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.7
  evidence: 'openapi description: ''Integration with the 8x8 Contact Center (CC) Chat API''; POST /chat-gateway/v1/conversations/{conversationId}/messages  sendmessagetocctransaction-1  Send
    a message.'
  reason: Message exchange within Contact Center chat conversations (retrieve and send messages, participants,
    attachments) is inbound customer contact handling and resolution. Mapped to Customer Inquiry Management,
    with residual ambiguity versus contact-centre operations.
  recovered_from: sweep-20260828T235257Z-edges.json
- tag: Participants
  spec_file: 8x8-participants-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.7
  evidence: GET /chat-gateway/v1/conversations/{conversationId}/participants "Retrieve the conversation
    participants." ; PATCH .../participants/user "User leaves conversation."
  reason: Contact Center chat gateway managing who is in a customer conversation — handling of customer
    contacts through a digital channel, i.e. customer service. Thin surface (two operations) so no sub-capability
    asserted between inquiry handling and contact-centre operations.
- tag: WebHooks
  spec_file: 8x8-webhooks-api-openapi.yml
  capability_id: BC-4270.80
  capability_id_l1: BC-4270
  capability_name: Webhook & Event Subscription Management
  confidence: 0.7
  evidence: POST /vcc/{region}/chat/v2/tenant/{tenant-id}/web-hooks  createwebhook  Creates a new customer
    webhook.
  reason: Full CRUD plus verification of outbound event webhook subscriptions exposed to integrating developers
    of 8x8's platform, which is exactly the Webhook & Event Subscription Management sub-capability. Confidence
    held at 0.7 because webhook plumbing can equally be treated as non-business technical scaffolding.
- tag: Webhook Configuration API
  spec_file: 8x8-webhook-configuration-api-api-openapi.yml
  capability_id: BC-4270.80
  capability_id_l1: BC-4270
  capability_name: Webhook & Event Subscription Management
  confidence: 0.7
  evidence: POST /api/v1/accounts/{accountId}/webhooks  Add-Webhooks-1  Create or Replace webhooks
  reason: Account-level lifecycle management of outbound webhook endpoints for messaging/SMS events on
    the vendor's developer platform, matching webhook & event subscription management; moderate confidence
    as this is arguably pure integration plumbing.
- tag: Webhooks API
  spec_file: 8x8-webhooks-api-api-openapi.yml
  capability_id: BC-4270.80
  capability_id_l1: BC-4270
  capability_name: Webhook & Event Subscription Management
  confidence: 0.7
  evidence: POST /api/v1/subaccounts/{subAccountId}/webhooks  Create a new webhook
  reason: Create/read/delete of typed webhook subscriptions for voice and number-masking event delivery
    — outbound event subscription lifecycle on a developer-facing API platform.
- tag: interactions-insight
  spec_file: 8x8-interactions-insight-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.7
  evidence: Given a customer identity (email, phone number, contact ID, or account ID), the API returns
    a list of interactions along with aggregated sentiment and topic insights
  reason: Unified customer interaction history plus sentiment/topic insight across contact centre channels
    supports customer service operations and voice-of-customer analysis. L2 left unset because the evidence
    straddles inquiry history, feedback/sentiment and customer data views.
- tag: transcript-summaries
  spec_file: 8x8-transcript-summaries-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.7
  evidence: GET /v1/public/tenants/{tenantId}/transcript-summaries "Get transcript summaries"; schemas
    TranscriptSummary, SummaryContent; API "provides unified access to customer interaction history and
    insights across all 8x8 contact center channels"
  reason: Returns AI summaries of contact-centre interaction transcripts — a customer service / contact-centre
    support artefact. Kept at L1 because it could serve inquiry handling or feedback analysis; no sub-capability
    is unambiguously indicated.
  recovered_from: sweep-20260828T235257Z-edges.json