Training Courses by Role – Course Selection Guide

How to Choose Your Training

• End Users
• Agents
• Supervisors
• Data Analysts
• Administrators

Training by Role

End Users

8x8 Work End User Training

• Place, receive, and manage phone calls
• Schedule, host, and join meetings
• Access voicemail
• Send and receive chat messages
• Use the corporate directory

8x8 Voice for Microsoft Teams End User

• Place, receive, and manage phone calls within Teams
• Access voicemail
• Use the corporate directory

• Manage Profile settings
• View Assigned Queues
• Manage Call Controls
• Access Voicemail
• Update Call Using Settings

Agents

Contact Center Agent Workspace Training

• Log in and navigate the Agent Console
• Manage Agent and Queue status
• Accept and handle phone, chat, and email interactions
• Use Local CRM to manage customer information

Supervisors

Contact Center Supervisor Workspace Training

• Monitor queues and manage traffic
• Assign agents and monitor call activity
• Review Customer Experience and Post-Call Survey results

Data Analysts

Analytics for 8x8 Work

• Navigate the Analytics for 8x8 Work app
• Access business and user-level call metrics
• Review call quality and meeting analytics
• Schedule and share reports

8x8 Work Conversation IQ

• Configure and manage users, groups, and roles
• Customize and assign evaluation templates
• Score calls and analyze performance trends
• Create goals and track user performance
• Use speech analytics to target call data
• Customize categories for business-specific analysis
• Analyze transcription metrics and KPIs
• Manage live monitoring permissions
• Navigate the Live Monitoring dashboard

8x8 Analytics for Contact Center

• Create dashboards
• Share dashboards and wallboards
• Create thresholds for queues and agents
• Build custom metrics
• Create, customize, and schedule reports

8x8 Contact Center Quality Management & Speech Analytics

• Configure and manage users, groups, and roles
• Build and assign evaluation templates
• Score agent calls and identify trends
• Create goals and performance monitoring workflows
• Use snippets and categories
• Apply speech analytics methodology
• Analyze transcription-level call data
• View KPIs and reporting
• Manage live monitoring permissions
• Use screen-recording and non-screen-recording monitoring

Administrators

8x8 Work Administration & Configuration

• Understand UCaaS terminology and 8x8 Work features
• Configure users, extensions, sites, call queues, and ring groups
• Build auto attendants
• Configure group call pickup, barge-monitor-whisper, recordings, video meetings, messaging, and fax
• Use 8x8 Analytics for reporting
• Perform basic troubleshooting

8x8 Contact Center Administration & Configuration

• Understand Contact Center concepts and terms
• Configure users, channels, queues, and IVR scripts
• Create admin accounts with appropriate permissions
• Configure status, transaction, and outbound codes
• Troubleshoot end-user and admin issues
• Configure Local CRM to meet business requirements

• 8x8 Engage functions
• Admin Console configuration requirements
• Configuration Manager requirements
• Additional topics specific to an 8x8 Engage user settings

Delivery Options

• Self-Paced Training: On-demand, learn anytime
• Public Instructor-Led: Weekly drop-in sessions
• Private Instructor-Led: Scheduled within 48 business hours

Need Assistance?

• Mike Evans
• Training Operations: training@8x8.com