Objective
8x8 WFM is a third-party workforce management solution natively integrated into the 8x8 system. It’s a free integration that provides X6-X8 contact center customers with intelligent forecasting, scheduling, and real-time adherence features, all embedded within their 8x8 environment.
This article will detail how customers reporting issues with 8x8 WFM should be supported and escalated.
Applies To
- 8x8 Workforce Management (8x8 WFM)
Troubleshooting
Troubleshooting for 8x8 WFM is limited as this is a third-party application. Any information around usage and troubleshooting will be documented within the application itself.
How to Enable 8x8 WFM
To enable access to 8x8 Workforce Management:
- Log in to your 8x8 Admin Console
- Navigate to the 8x8 App Store section
- Here you will see a list of all apps available. Click on See Details on the 8x8 Workforce Management app.
- Click on the Get in the app page.
- Read and Agree to the terms of service to install the application.
- You can now access the application from the 8x8 Aplication Panel.
How to Find 8x8 WFM Help Documentation
8x8 Knowledge Base does not include resources for configuring, using, or troubleshooting 8x8 WFM issues, as these are available internally via the application.
To view the help resources:
- Log in to your 8x8 Application Panel
- Open the 8x8 Workforce Management Application.
- Navigate to the application tab that is having issues.
- At the top right of the page, click on the Question Mark button.
- This will now display all the current information related to that section of the application.
Escalation
If a customer reports issues with 8x8 WFM that can’t be resolved by consulting the application's resources, please raise a case via the 8x8 PartnerXchange Portal.
When escalating, please include as much information as possible using the template below. This will help speed up resolution from 8x8 support agents.
Customer & Product Info
- Customer Name: This is the customer's account name
- Product/Service: 8x8 Workforce Management
Issue Description
- Outline the problem: (In the customer's own words)
- Issue start time: (yyyy:mm:dd: hh)
- Issue Frequency: (Always, Intermittently, Once)
- Business Impact: (e.g., "Cannot process invoices," "Team is blocked").
Reproduction Steps
- How to replicate: (outline the steps taken to produce the issue)
- Expected Result: (what did the customer want to happen when completing the steps)
- Actual Result: (what actually happened when completing the steps)
Evidence Collected
- Screenshots: (if applicable)
- Screen Recording: (if applicable)
- Network Logs: (if applicable)