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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.
8x8 has three campaign-specific reports for campaigns.
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.