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Question

What are the benefits and features of Fuze Contact Center?

Applies To

  • Fuze Contact Center

Answer

For access to the Fuze Contact Center, contact your IT administrator for assistance.

A Solution That Fits

Fuze offers cloud contact center solutions to meet a variety of needs, ranging from basic to extremely complex – we support businesses with one to two office locations, high-end global retailers with thousands of agents across many countries, and everything in between. No matter the contact center needs, we have a solution. From dynamic call routing to the whisper feature for real-time training, the Fuze contact center solution empowers contact center supervisors to take unparalleled care of call center employees and their customers. Fuze understands that customer communication preference is half the sales and loyalty battle. We provide contact center employees access to multi-modal communications tools like voice, video conference, and SMS to support customers via their method of choice.

Skill-Based Call Routing

Reduce your cost per call by giving callers the control to choose a call path based on a series of questions chosen by you. Using automated speech recognition (ASR) and text-to-speech (TTS), callers are able to route their calls to the desired destination, all without an operator. With intelligent call routing, contact center calls are routed to the right agent or employee with the expertise to address the callers’ request, resulting in reduced call times and increased customer satisfaction.

Workforce Management

Employ the right agents at the right time with predictive analytics. Not only will you know how many agents are required at any given time, but you will know what skills are required to meet customer demands at those times. Understanding workforce effectiveness and its impact on potential and current customers can be a daunting task, but Fuze’s revolutionary solutions have changed this landscape. For example, all of the business communication instances that originate within the Fuze contact center solution are captured and available for analysis. In this way, companies can ensure that their team is as effective as they can be.

Management Visibility

Empower your call center management team with the tools they need to take unparalleled care of your call center employees and customers. Our powerful analytics engine integrates data from contact center and other Fuze products to provide a complete picture of customer communications and agent performance. Paired with our analytics tool, you are able to view historical trends and create ad hoc reports to learn more and take immediate action when needed.

Additional Benefits

  • Allows contact center agents to work from home as efficiently as they can in the office
  • Offers extensive auto-attendant features
  • Provides unlimited and scalable queue capacity
  • Enables staff to be trained staff with whisper and break-in functionality
  • Features include: Do not disturb, elapsed call timer, hands-free answer, hold, incoming call display, message indicator, redial, soft keys, speakerphone, and speed dial
  • Supervisors can see: abandoned calls, average hold time, Caller ID, idle time, talk time, last time agent took call, number of agents logged into queue, number of calls each agent has taken, order of calls in queue, pause status and pause reason, and service level (as percentage)
  • Custom wallboards to show up-to-date statistics in each call center location 

Additional Information

Looking to upgrade to the Supervisor Console? See Accessing the Fuze Supervisor Console View.

Question

Where can I find training videos and guides for Fuze Supervisor Console?

Applies To

  • Fuze Supervisor Console
  • Training

Answer

Click one of the links below to download the training guide or watch a video.

Objective

Accessing the Fuze Supervisor Console.

Applies To

  • Fuze Supervisor Console

Procedure

To gain access to the Supervisor Console view on Fuze Desktop or Fuze Web, you must follow these steps:
  • You must have a supervisor SKU in the Fuze Hub / Fuze Portal.
  • You must be added as a supervisor to the appropriate queues in the Call Flow Manager.
  • You must be on Fuze Web or on Fuze Desktop version 6.0 or newer.
If you are unable to complete these actions, reach out to your IT Administrator or Customer Success Manager (CSM).

Objective

Manage your queues with Fuze Supervisor Console.

Applies To

  • Fuze Supervisor Console
  • Queues

Procedure

Navigate to the Queues tab to get an overview of the call queues assigned to you.
In order to view queue information, you must have a Supervisor license and be added as a Supervisor to the queue(s) by your System administrator.

Stats for Your Queues Today

The Stats for your queues today section provides an overview of all of your call queues for the current day.
The following information is displayed:
  • Waiting calls: The total number of calls that are currently waiting to be answered by an active agent.
  • Completed calls: The total number of calls that were successfully handled by agents and not abandoned.
  • Abandoned calls: The number of calls where the caller ended the call before it was answered by an agent.
  • Active agents: The total number of agents that are signed-in and currently available to answer calls.
  • Agents on calls: The total number of active agents that are currently speaking with customers.
  • Overall service level: The percentage of calls that were handled within the service level agreement (SLA) thresholds for each queue.

Queues Grid

The queues grid lists the call queues assigned to the supervisor and provides an overview of each queue. Call and agent information is displayed in the following columns:
  • Queue
  • Calls
  • Agents
  • Wait time
Click on a queue row in the grid to open the details screen for that queue.

Queue Column

The name of the queue is listed in this column. The queue extension or complete number is displayed beneath the queue name.
Click the caret to the right of the Queue heading to sort the queues alphabetically.

Calls Columns

  • Waiting: It lists the number of calls that are currently waiting to be answered by an active agent for that queue.
  • Completed: It lists the total number of calls that were successfully answered by an active agent. The percentage of the total calls that were completed is displayed below the number of completed calls.
  • Abandoned: It lists the number of calls that were abandoned for that queue for the current day. The percentage of the total calls that were abandoned is displayed below the number of abandoned calls.

Agents Columns

  • Active: It lists the number of agents that are assigned to the queue and are currently signed in. The percentage of the total number of agents that are assigned to that queue and are currently signed in is displayed under the number of active agents.
  • On call: It lists the number of active agents that are assigned to the queue and are currently on call. The percentage of the total number of active agents that are assigned to that queue and are currently on call is displayed under the number of active agents.

Wait Time Columns

  • Average: It lists the average amount of time that a caller waits on hold before the call is answered by an active agent.
  • Longest: It lists the longest wait time of all calls that are currently waiting.
  • SLA (Service Level Agreement): It lists the percentage of calls that were handled in compliance with the service level thresholds for that queue.

Queues Grid Indexing

The queues grid displays 50 queues on each page. If you are assigned more than 50 queues, additional pages are created, and an index is displayed at the bottom of the page.

Objective

Manage your agents and Watch List with Fuze Supervisor Console.

Applies To

  • Fuze Supervisor Console
  • Agents
  • Watch List

Procedure

Navigate to the Agents tab to get an overview of the agents assigned to you.
In order to view agent and queue information, you must have a Supervisor license and be added as a Supervisor to the queue(s) by your System administrator.

Agents in Your Queues Today

The Agents in your queues today section provides an overview of all your agents for the current day.
The following information is displayed:
  • Active: The total number of agents that are signed-in and currently available to answer calls.
  • Signed in: The total number of agents that are signed-in to the queues assigned to you.
  • On a call: The total number of active agents that are currently speaking with customers.
  • Calls completed: The total number of calls that were successfully handled by agents and not abandoned.
  • Calls declined: The total number of calls that were not answered by agents.

Agents Grid

The agents grid lists the agents assigned to the supervisor and provides an overview of each agent. The following information is displayed:
  • Agent details
  • Status
  • Call details
  • Call time
  • Recording
  • Calls

Agent Column

The name of the agent is listed in this column. Click the Agent heading to sort the agents alphabetically.
The number of queues the agent is signed into is displayed below their name. Click the drop-down menu to display additional queue information, such as:
  • Queue name
  • Agent extension and device type
  • Agent status for each queue
    • If the status is listed as Paused, a reason will be listed with a timer indicating how long the agent has been paused
    • If the status is listed as Available, a timer will indicate the agent's idle time
  • If the agent is on a call, the call time is displayed
  • Calls per queue

Status Column

The agent's primary status is displayed, based on their aggregate state across queues in order of priority. Click the Status heading to sort the statuses alphabetically.
  • Available: The agent is available to take a call.
  • On a call: The agent is on an active call.
  • Paused: The agent is not on an active call.
    • A reason will be listed with a timer indicating how long the agent has been paused.
    • If the agent is paused on a non-queue call, the reason for the pause will be listed as Non queue call.
    • If the agent is paused on multiple queues with varying reasons, the reason for the pause will be listed as Multiple reasons.
  • Ringing: The agent is being presented with an in-coming call, but has yet to answer the call.
  • Signed out: The agent is logged out of a specific queue.

Call Details Column

This column displays the following information:
  • Queue name: When an agent is on a call, the name of the queue is listed.
  • Caller information: When an agent is on a call, the name and number of the caller is displayed, if that information is available.

Call Time Column

It displays the duration of an agent's current call.

Recording Column

If a call is being recorded, it displays a recording icon.

Calls Column

It displays a daily count of calls taken by the agent. Click the Calls heading to sort the calls count in ascending or descending order.

Agent Watch List

You can monitor a subset of agents assigned to you by adding them to your watch list.
  1. Click the 3-dot menu for the agent you would like to add.

  2. Toggle the button for Add to your watch list.


    Once an agent has been added to your watch list, the toggle will display On your watch list.

  3. Navigate to the Watch List tab to view a list of your newly-added agents.
    ​​​​​​​
You will be able to view the same agent-related information as displayed in the agents grid.
From the Watch List tab, you can add additional agents by clicking the Add Agents button. You can also remove agents you no longer wish to monitor.

Agents on Your Watch List Today

The Agents on your watch list today section provides an overview of the agents you have chosen to closely monitor.
The following information is displayed:
  • Available: The number of agents in your watch list that are signed-in and currently available to answer calls.
  • Signed in: The number of agents in your watch list that are signed-in to the queues assigned to you.
  • On a call: The number of active agents in your watch list that are currently speaking with customers.
  • Calls completed: The number of calls that were successfully handled by agents in your watch list.
  • Calls declined: The number of calls that were not answered by agents in your watch list.

Removing an Agent From Your Watch List

  1. Navigate to either the Agents tab or the Watch List tab.
  2. Click the 3-dot menu for the agent you would like to remove.
  3. Toggle the button for On your watch list. Once an agent has been removed from your watch list, the toggle will revert to displaying Add to your watch list.
The agent's name will be removed from the Watch List tab. However, the agent's name and details will remain in the agents grid.

Question

What can I do with Fuze Supervisor Console?

Applies To

  • Fuze Contact Center
  • Supervisor Console

Answer

The Fuze Supervisor Console gives you the ability to monitor the calls, agents, wait time, and service level agreement compliance for all of your call queues. You have the ability to view queue-specific information, including the calls waiting, call statistics, service levels, and interact with the agents for that queue. You also have the ability to view agent-specific information, including calls handled, agent statistics, and the ability to add agents to a watch list.
In order to view queue information, you must have a Supervisor license and be added as a Supervisor to the Queue by your System administrator. System administrators create call queues in the Fuze Portal. For more information on creating call queues, see Call Flow Manager: Queues on the Fuze Community.

Monitor All of Your Call Queues From One Dashboard

The Contact Center screen provides an overview of the queues assigned to an administrator. Navigate to the Queues tab to view a summary of queue service level compliance, as well as calls, agents, and wait time statistics for each queue for the current day.
For more information, see Manage Your Queues with Fuze Supervisor Console.

Detailed Information About Each Call Queue

The Queue details screen provides call and agent information for the queue for the current day. Use the Queue details screen to monitor waiting calls, total calls for the day, and individual queue agent call information and agent actions.
For more information, see Using the Queue Details Screen in Fuze Supervisor Console.

Detailed Information About Each Agent

Navigate to the Agents tab to view a summary of agents in your queues for the current day. Use the Agents screen to monitor call statuses, call details, call times, and other agent-related statistics. You can also monitor specific agents who already part of queues that are assigned to you, by adding them to a watch list.
For more information, see Manage Your Agents and Watch List with Fuze Supervisor Console.

Overview

This article provides information about XF Workspace, a product solution designed to match the specific contact center needs of some Fuze customers who are migrating to 8x8.

Applies To

  • 8x8 Work
  • 8x8 Contact Center
  • Fuze

Questions & Answers

What is XF Workspace?

XF Workspace is a combined implementation of 8x8 Work and 8x8 Contact Center.
It’s designed so that users who communicate externally with customers as a part of their job, but not their primary job focus, can do so via 8x8 Work apps instead of 8x8 Contact Center.
To facilitate this, 8x8 Contact Center is tied to 8x8 Work. Users will be assigned to queues in Contact Center Configuration Manager, but will make and receive their calls in 8x8 Work applications.
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Is Supervisor Workspace available for XF Workspace?

Yes, assigned supervisors can access Supervisor Workspace from 8x8 Work apps by clicking on the eye icon to launch Supervisor Workspace in a web browser tab. This icon appears only for assigned Supervisors.
The default layout of Supervisor Workspace for XF Workspace is different from that of our formal 8x8 Contact Center, with some widgets that would need to be purchased additionally.
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Supervisor Workspace for 8x8 Work for Mobile
  • Support for Supervisor Workspace in 8x8 Work for Mobile is planned, and may be released at or before the end of June, 2024.
  • 8x8 XF Workspace agents (including supervisors) using 8x8 Work for Mobile will still be able to see and log into or out of their assigned XF Workspace call queues in the mean time.
   

Is XF Workspace an inexpensive edition of 8x8 Contact Center?

No, it’s simply designed for the needs of different professionals. The price point can vary based on the amount of add-ons the customer requires to run their business.

Can XF Workspace become a full Contact Center through purchasing add-ons?

No, but it can reach the same price point and capabilities while keeping the agent persona experience flexible.

Can XF Workspace be paired with more management and supervision capabilities like Status codes reporting?

The capabilities included in XF Workspace should be tailored to the corresponding use-cases. If more control is required from the business department running a Contact Center, then 8x8 Contact Center is recommended, instead.

Can I run a formal contact center on XF Workspace?

No, XF Workspace is not built with this in mind.

Can queue Post-Processing timeout be set to Manual?

No, call queue Post-processing timeout must never be set to Manual for XF Workspace users.
This would permanently place those users into Post Processing after their first call, without a way to end post-processing. In this case they would no longer receive any queued calls.
Also keep in mind that agents will not see a countdown timer for Post-processing timeout when their current queued call terminates. From their perspective, they will be in Available status once a call ends, as the post-processing timer counts down out-of-sight in the background. To avoid confusion, we suggest that administrators either set this property to a reasonable (non-manual) value, or notify their agents of the value set, or both.

When I enable a Supervisor, their 8x8 Work status doesn't change

Supervisor entitlement updates take two hours to be reflected in 8x8 Work for Desktop/Web/Mobile.
This setting is cached for two hours from the time of first login to 8x8 Work after the supervisor flag has been enabled in the Contact Center Configuration Manager.

Can I mix and match XF Workspace and formal Contact Center?

Yes, depending on the teams and their job responsibilities. Some teams could be using XF Workspace, while others might be better served using a formal Contact Center.
This would require you to have at least two Contact Center tenants, with at least one each for informal and formal Contact Center agents.

What call recording and transcription options are available for 8x8 XF Workspace?

Two call recording policy and transcription options are available for XF Workspace. Note that both of these transcription options are add-on services, and require additional purchase:
  • Conversation IQ (CIQ) is required for transcription of agent calls in UC (8x8 Work apps). For XF Workspace this includes all calls, including those from Contact Center Queues. CIQ is available on a per-user basis (not all agents) and includes both Quality Management and Speech Analytics.
  • Speech Analytics (SA) is required for transcriptions of agent calls on the Contact Center side, or for XF Workspace if only Contact Center Queue call recordings and transcriptions are needed, instead of direct UC calls. When purchasing SA, it will be available for all agents (Contact Center and XF Workspace cumulative) who are provisioned in the selected tenant. Separate tenants require separate SA purchases. It’s available in several tenant service configurations:
    • XF Workspace implementation, only.
    • A full formal Contact Center implementation, only.
    • A hybrid service with both XF Workspace and a full formal Contact Center.
Note that 30 days of recording hot storage are included in the base product, and additional hot storage can be purchased through your 8x8 CSM or account manager.
Please see this article for instructions on managing your call recording storage policy.

What Quality Management options are available for 8x8 XF Workspace?

Two quality management options are available for XF Workspace. Note that both of these quality management options are add-on services, and require additional purchase:
  • Conversation IQ (CIQ) is required for transcription of agent calls in UC (8x8 Work apps). For XF Workspace this includes all calls, including those from Contact Center Queues. CIQ is available on a per-user basis (not all agents) and includes both Quality Management and Speech Analytics.
  • Quality Management (QM) is required for quality assessment of calls on the Contact Center side or for XF Workspace if only Contact Center Queue call recordings and transcriptions are needed, instead of direct UC calls. When purchasing QM, it will be available for all agents (Contact Center and XF Workspace cumulative) who are provisioned in the selected tenant. Separate tenants require separate QM purchases. It’s available in several tenant service configurations:
    • XF Workspace implementation, only.
    • A full formal Contact Center implementation, only.
    • A hybrid service with both XF Workspace and a full formal Contact Center.

Is Supervisor Workspace available for XF Workspace?

Yes, with a default layout for XF Workspace different from the formal 8x8 Contact Center, and more widgets that would need to be purchased additionally.

Should I use Business Hours as an XF Workspace user in 8x8 Work for Mobile?

This is not recommended, as the system will still consider you as Available for queue calls outside of business hours and will attempt to serve you queue calls in a continuous loop. This could also cause an artificial increase in a high volume of missed calls on the next day, from the assigned and enabled queues on your mobile app.
Instead, users should perform any of the following to avoid Work for Mobile calls outside of business hours:
  • Log out of 8x8 Work for Mobile.
  • Select Do Not Disturb in Work for Mobile.
  • Sign out of assigned queues when you are outside of business hours.

Known Issues

  • Rejected or Missed Calls affect In-Queue Treatment
    • When agents remain logged into a queue (Available) but they reject or miss calls in that queue, the caller is not offered alternative action such as opting for a callback because in this scenario the In Queue treatment is not triggered.
      • Workaround/Solution #1: Agents not taking queue calls should either set Do Not Disturb (DND) in 8x8 Work, or log out of their queues in 8x8 Work.
      • Workaround/Solution #2: In Contact Center Configuration Manager > Home > Profile, check Enable Enhanced Ringtone and Save. Callers will then continue to hear the queue audio stream (Music On Hold, pre-programmed announcements, etc.) until the call is actually answered, rather than receiving a ringback when their call interaction is presented to an agent. It's also suggested that the music audio file presented to the queue On Hold can be edited/spliced to provide more information or music while the caller is on hold waiting for an agent.

Overview

XF Workspace is a Limited Audience product tailored to Fuze customers who are migrating to the 8x8 platform.
This article contains a breakdown of usage charges based on the following components of XF Workspace:
  • Unified Communications (UC): For this UC component, there are four dedicated calling plans available which match the Fuze calling plans: Metered, Pro, International, and Global.
  • Contact Center (CC): For the CC component, call queue traffic through XF Workspace will consume minutes from the Contact Center pool of 4000 mins per seat.

Applies To

  • Fuze
  • XF Workspace
  • Contact Center (CC)
  • 8x8 Work (UC)

Calling Plan Requirement Details

UC Calling Plans

XF Workspace UC Calling Plan Minutes Overages
Metered
XF Metered
Metered
Unlimited
Usage beyond calling plan limits is metered at X Series rates.
Pro
XF Pro
Pro Plan
(21 countries)
Unlimited
Usage beyond calling plan limits is metered at X Series rates.
International
XF Intl
Intl Plan
(35 countries)
Unlimited
Usage beyond calling plan limits is metered at X Series rates.
Global
XF Global
Global Plan
(118 countries)
Unlimited
Usage beyond calling plan limits is metered at X Series rates.

Contact Center Calling Plans

XF Workspace CC Calling Plan # of Minutes Overages
Metered
CC Voice
Zone 3
(48 countries)
4000 per seat
Usage beyond the 4K minute pool limit, or outside of calling countries, is metered at X Series rates.
Pro
CC Voice
Zone 3
(48 countries)
4000 per seat
Usage beyond the 4K minute pool limit, or outside of calling countries, is metered at X Series rates.
International
CC Voice
Zone 3
(48 countries)
4000 per seat
Usage beyond the 4K minute pool limit, or outside of calling countries, is metered at X Series rates.
Global
CC Voice
Zone 3
(48 countries)
4000 per seat
Usage beyond the 4K minute pool limit, or outside of calling countries, is metered at X Series rates.

Example Calling Plan Scenarios

Example 1: Monthly Contact Center and XF Workspace Pro Pooled Minutes

Monthly Pooled Minute Allowance Calculation
  • 4000 minutes per X6-X8 license
    • PLUS
  • 4000 minutes per XF Workspace Pro license 
Consumption of monthly pooled minute allowance
  • Calls inbound to a number on an XF Workspace Pro or X6-X8 channel
    • PLUS
  • Calls placed to a non-8x8 number using an X8 license
    • PLUS
  • Calls placed to a non-8x8 number as a result of an automated callback 
Excluded from Pooled allowance
  • Destinations not within the 48 countries covered
  • Destinations that are toll-free or special rate numbers 
Overage for Pooled Minutes
  • Charged at $0.01 per minute

Countries in 48 country bundle

Note: Calls to mobile numbers in these ( * ) countries are metered at the X-Series rate.
North America Europe Asia Pacific Middle East
and Africa		 Latin America
Canada Belgium Australia Israel Argentina *
USA Denmark China South Africa Brazil
  Finland Hong Kong   Chile
  France Indonesia   Mexico
  Germany Japan *   Peru
  Greece Malaysia   Puerto Rico
  Hungary New Zealand    
  Ireland Singapore    
  Italy * South Korea    
  Luxembourg * Taiwan *    
  Netherlands Thailand    
  Norway      
  Poland *      
  Portugal *      
  Romania      
  Slovakia      
  Spain      
  Sweden      
  Switzerland *      
  Turkey *      
  United Kingdom      

Example 2: XF Workspace Pro Unlimited Allowance (calls originating from user personal DDI/DID)

Consumption is not counted against pooled minutes.
Included
  • Calls to 23 countries (including France)
Excluded
  • Calls to toll-free, or special rate numbers
  • Calls to countries outside of the included 23 countries
Overage

Countries in 23 country bundle

North America Europe Asia Pacific Middle East
and Africa		 Latin America
Canada Belgium Australia Israel Mexico
USA Czech Republic Japan South Africa  
  Denmark      
  Finland      
  France      
  Germany      
  Greece      
  Ireland      
  Italy      
  Norway      
  Poland      
  Portugal      
  Spain      
  Sweden      
  Switzerland      
  United Kingdom      

XF Workspace Documentation

Our guide for XF Workspace administrators and users is combined into one online help document, here: