Introduction
This article explains how to navigate the Contact Center. Agent Workspace is split into:
- Control Panel: Provides controls to process interactions in your contact center and to manage agent status.
- Display Panel: Provides access to CRM data, profile settings, agent directory (available only to users of 8x8 Contact Center Unified Login with 8x8 Work), and message recording settings.
Functions
Use the Agent Workspace Control Panel to access controls and status information, process interactions, and work with tools. Inside the Control Panel, use the Agent Status Menu to maintain your agent status.
Agent dynamically adjusts the Control Panel tabs in response to your status, the interaction type or task you are performing. For example, phone interactions bring up the call controls.
- Notifications: brings up notifications and allows users to send notifications.
- Agent Status Menu: allows agents to manage their status, view and edit their profile or log out.
- Main Menu: allows agents to access their recordings, their assigned queues, the CRM knowledge base, monitoring, reporting and customer experience.
- Dial Pad: Displays the dial pad, allowing agents to make outbound calls.
- Contacts: brings up the agent's contacts.
Phone Interaction Screen
Chat Interaction Screen
Display Panel
The Display Panel provides access to 8x8 CRM data. The Display Panel opens with three default tabs and opens additional tabs for each menu action.
- Cases: lists your open case records.
- Tasks: lists the tasks assigned to you.
- Customers: lists your open case records by customer.
- Directory: This option is only available to users of Unified Login with 8x8 Work and displays the company directory, which lists all extension users, including 8x8 Contact Center agents. You can search the directory by all available columns, such as Name, Email, PBX Service, Public Number, Contact Type, Department, Location, Job Title, and Private Number. Type a word or a number in the search box. The results appear as you type. The search applies to all columns and is not case-sensitive. See more details in the Shared Directory.
Additional Information:
Question: How do I allow notes permissions in the 8x8 Agent Workspace for my users?
Answer: If an agent is set up for an 8x8 agent workspace, the notes permission is given by default. If the user isn't seeing these permissions, have them clear their cache.
Question: How to assign agent breaks/shifts in the 8x8 Contact Center?
Answer: There is no automatic break scheduling in Contact Center. However, agents can put themselves on Break at any Time.
Question: If a VCC agent uses 8x8 Work App to dial out, does the calling line ID use the setting in the VCC extension ID or the 8x8 Work extension ID?
Answer: If an agent dials out from VCC, it should return the caller ID configured in VCC.
Question: How to change the ringtone in the 8x8 Contact Center Agent Workspace?
Answer: The ringtone in Agent Workspace cannot be edited.
Question: Why are Contact Center agents not receiving call notifications when set to unavailable?
Answer: This is as expected. If an agent is set to be unavailable, then they should not expect to receive notifications. However, they should still be able to receive internal calls while offline.