8x8 Engage for admins

8x8 Workspace integrates call queue capabilities from the 8x8 Contact Center (CC) into the 8x8 Work apps, and allows users to to efficiently handle multiple interactions and stay connected with customers via 8x8 Work for Desktop, 8x8 Work for Web, or 8x8 Work for Mobile. Users can directly receive and respond to calls from 8x8 Contact Center phone queues within the 8x8 Work apps.

Admins have the ability to configure the following 8x8 Workspace user accounts:

  • 8x8 Engage users, including sales support, IT helpdesk, HR, payroll, training teams, real estate, and healthcare, can directly receive and respond to calls routed from the 8x8 Contact Center phone queues in the 8x8 Work apps.
  • 8x8 Engage supervisors can quickly review the performance of teams and queues and configure users' queue assignments.

8x8 admins configure the 8x8 Engage users through the 8x8 Admin Console and the 8x8 Configuration Manager.The setup of 8x8 Engage users, queues, scripts, and channels is similar to that of stanard 8x8 Contact Center agents, with distinctions outlined in this guide.

Requirementschannels is similar to that of standard

When configuring 8x8 Engage user accounts as an 8x8 admin, ensure to:

  • Create a new user in 8x8 Admin Console.
  • Assign to the user two dedicated 8x8 Engage licenses, one for the 8x8 Contact Center platform provisioning and another for the 8x8 Work provisioning.
  • Assign an external phone number and an internal extension.

Specifications and limitations

The current version of 8x8 Engage has the following specifications and limitations:

  • 8x8 Engage supports voice interactions through inbound phone channels and queues.8x8 Engage
  • 8x8 Engage users can use only 8x8 Work apps.
  • 8x8 Engage users are not allowed to use 8x8 Agent Workspace.
  • For the 8x8 Engage, customers need a pair of licenses dedicated to the 8x8 Engage, one for the 8x8 Contact Center platform provisioning and another for the 8x8 Work provisioning.
  • You can assign a single or multiple PBXs to a CC tenant in 8x8 Engage.
  • You can only add (inbound and outbound) phone queues.
  • Outbound phone queues are used only for IVR callbacks.
  • CC voicemail, chat, and email queues can be set up, but will not work properly.

Note: 8x8 Work features such as ring groups, barge monitor whisper, or group call pickups are available to 8x8 Engage users. They can get calls in the same experience from the 8x8 Work ring group or CC call queue.