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Configuration Manager for Contact Center administrators can use any secure FTP client to download recorded calls of agents from the tenant. Learn more here.
Call recording can be configured at the Queue, Agent, or IVR level. Learn more about call recording behavior here.
Analytics for Contact Center has three campaign-specific reports for Contact Center campaigns. Learn the difference between these reports here.
To allow callers to route calls in specific agent extensions, log into Configuration Manager for Contact Center and select Users/Agents. Learn more.
To set up a schedule for special events or holidays, click Home within Configuration Manager for Contact Center and select the Schedules tab. Learn more from the steps here.
If Agents are unable to receive calls or keep getting put on Break status, then check Phone Number Configuration in My Profile. Learn more here.
Blended interactions allow the configuration of agents so they can be offered combinations of different media types. Learn how to configure this feature here.
Are 8x8 Contact Center calls going to voicemail instead of the next agent? Resolve the issue by checking the Interaction offer timeout. Learn more here.
You can add an agent by creating a user in Admin Console and setting their status as an 8x8 Contact Center Agent. Learn more here.
8x8 Contact Center routes the next call to the longest offered time based on the last transaction. Learn more about how these calls are routed here.
You may need to reset the Supervisor Status to enable supervisors to live monitor the agents without disruption. Learn more here.
If an agent's status changes to available after ending a call, it may be due to the length of the post-processing time period. Learn how to resolve here.
The Field Name can contain A-Z, 0-9, and the maximum character length is 32. Learn more here about the invalid characters and field length.
To configure a Facebook account as an 8x8 Contact Center social channel, a valid Facebook account with at least one page is needed. Learn more here.
To add or remove email recipients for 8x8 Contact Center Service Notifications, go to Service notifications - email addresses header. Learn more here.
If you have an inbound phone script where callers don't receive Post Call Survey, move the Post Call Survey before the Forward to Queue object. Learn more here.
Log in to Configuration Manager for Contact Center to create an IVR script with a limited loop. Learn the step-by-step process here.
It takes approximately 10 to 15 minutes after an email is sent before it is processed and sent to an agent as an interaction.
Closed for a holiday or special event? Set a schedule and personalized offline message for your WebChat in 8x8 Contact Center.
The Service Level Agreement (SLA) of a queue defines the target performance metrics of the queue. Learn how to define Inbound Phone Queue SLA from the guide here.
Answer Machine Detection service can identify calls answered by voicemail and allocate the calls answered by people to the available agents. Learn more here.
To create a repeating message loop in the IVR Script, log in to Configuration Manager for Contact Center and select Scripts. Learn more.
Trying to delete emails in bulk in Configuration Manager for Contact Center? Select a user in Configuration Manager and enable them to pull emails from the queue. Then you can log in as that agent and bulk delete emails.