Manage queues on desktop/web

As an 8x8 Engage user, you can enable or disable queues in 8x8 Engage depending on the number of queued phone interactions with customers. For example, there are multiple calls waiting on the sales queue and this one is not enabled, you can enable it and start processing calls.

To enable or disable a queue:

1. Log in to 8x8 Work for Desktop/Web.
2. Click My assigned queues .

3. To disable a queue, clear the queue check box under My assigned queues and click Confirm selections. You will block interactions from the queue.

4. To enable the queue, place a checkmark in the queue’s checkbox under My assigned queues and click Confirm selections. You will receive interactions from the queue.

   

You can filter queues in 8x8 Engage by queue status and media type. You can also search for queues assigned to you.

To filter queues:

1. Log in to 8x8 Work for Desktop/Web.
2. Click My assigned queues . The icon in the navigation menu changes to .
   
3. Search for your desired queue or select to open the filters list.
   
   
4. From the filters list, you can search for a specific filter or select your desired queue status and/or media type.
   • Selecting the Queue status drop-down menu displays these filter options:
     • Enabled: Selecting this option displays the queues that are enabled and assigned to you.
     • Disabled: Selecting this option displays the queues that are disabled and assigned to you.
   • Selecting the Media drop-down menu displays these filter options:
     • Inbound phone: Selecting this option displays inbound phone queues assigned to you.
     • Outbound phone: Selecting this option displays outbound phone queues assigned to you.

5. After making your selection, click to close the filtering window.

   Note: From the filtering window, click Clear filters to discard your filter selection.

6. For an easier search, click Sort and choose the appropriate sorting criterion to order the queues alphabetically by busy interactions, interactions waiting, or by longest waiting time.

   

To receive customer phone calls from queues, you must be an 8x8 Engage assigned user of the queue, and you must be in one of the following statuses Available, Busy, Away, or Invisible. You are presented with the interactions that are awaiting service in the phone queue if you are allocated to one.

To accept and process an inbound phone interaction:

1. If you are offline, select Available in the Profile Menu to change your status. If you are working offline, change your status by clicking Do not Disturb .

2. When you receive a call, a notification appears as a banner in the application (or pops up on-screen if enabled while the app is minimized), which displays the caller ID and the name of the call queue and prompts you to accept or decline the call. You can:

• Accept the call and see the caller’s phone number and the name of the call queue.

• Decline the call and this one goes back to the queue for the next available 8x8 Engage user.

  Notes: If you reject or miss the call, this one goes back to the queue, and you are put back to Available status after 10 seconds.
  While waiting in the queue, a callback option may be offered to the customer if configured by the admin.
  

  

Notes: Within 8x8 Work apps, you can select a different ringtone for your incoming calls by navigating to Notifications > Sound Theme > Modern. Click the Incoming advanced call queue calls drop-down menu to view a list of available ringtones.

As an 8x8 Engage user, you can pause inbound calls to your assigned queues. Pausing queued calls allows you to stop receiving new interactions while on a scheduled break, or while working offline. You can specify a reason for the pause, allowing your 8x8 Engage supervisor to accurately track your status. When pausing interactions from My assigned queues, you can specify one of these reasons:

• Break: It indicates you are not available to receive new interactions, and access to all user-related features is disabled.
• Work Offline: It indicates you are not available to receive new interactions, but all user-related features are enabled and accessible.

Note: 8x8 Engage supervisors can view reporting for paused queues along with he reason for the pause in 8x8 Analytics for Contact Center and 8x8 Supervisor Workspace.

To pause calls to your assigned queues:

1. Log in to 8x8 Work for Desktop/Web.
2. From the navigation menu, click My assigned queues.
   
   
3. Select the phone queue(s) you would like to pause.
4. Click Pause. From the drop-down menu, select a reason to pause calls.
   
   

All inbound calls routed via the selected queues are paused, and a timer is displayed indicating the duration of the pause.

Note: As an 8x8 Engage user, you can change the reason for pausing interactions from a queue without having to first resume queue calls.

To resume calls to your assigned queues:

1. Log in to 8x8 Work for Desktop/Web.
2. From the navigation menu, click My assigned queues.
3. Click Resume now or Resume to start getting calls again.
   

Video Elevation is an integrated solution that allows 8x8 Engage users to establish a one-way video connection with customers in need of assistance. With this feature, you can switch from a phone interaction to a one-way video interaction with a few clicks. This new feature ensures you can get a clear visual of the customer’s problem by extending a video call invitation to gather all the information necessary for a quick call resolution.

Note: You do not need an SMS configured on your account to use the Video elevation service on 8x8 Engage.

While on a queued call with a customer, click Video invite to send an SMS with a link to a video call. The customer can simply click the link received via SMS to establish the video connection, without having to install any software.

Only the 8x8 Engage user and the customer can view the live video feed shared with them. However, the customer does not see the 8x8 Engage during the video interaction.

Let’s say Pat is a support specialist at AcmeJets and receives a call from customer Blake about shutters that won't close. To clarify, Pat initiates a video call and sends Blake a link. Upon acceptance, Blake shows the shutters, and Pat sees a safety pin blocking them. After guiding Blake to remove the pin, the shutters function correctly, solving the issue without needing expert escalation or technician dispatch.

Features

• Share Video: As an 8x8 Engage user, you can view what your customers are experiencing by sharing their screens.
• Screenshot:As an 8x8 Engage user, you can capture the customer’s issue by clicking Take screenshot remotely . The customer can authorize you to take screenshots during the call, although customers you will not be notified when these are taken.
• Camera View Control: As an 8x8 Engage user, you can ask the customer to change the camera view and recognize their face for identification by clicking Swap camera remotely . However, this requires the customer's approval before it can be enacted.
• Location: As an 8x8 Engage user, you can request the customer’s location details by clicking Ask for location . In response, the customer is prompted to provide consent for their information.
• Recording the video call: As an 8x8 Engage user, you can record the video call by clicking Start recording .

While in a queued call, you can transfer the call to another extension or an external phone number. You can choose warm transfer or cold transfer. With warm transfer, you announce the call to the person you are transferring the call to. With a cold transfer, you send the call directly to the extension without announcing it.

8x8 Engage users can view the metrics for each available queue (available agents, busy status, and call waiting) during a call transfer to the queues.

To learn more about how to transfer a call in 8x8 Work for Desktop, see 8x8 Work for Desktop—Transfer calls.

To perform a warm transfer from the call screen:

Note: If you try to transfer while managing two calls, the Warm Transfer does not show up as a transfer option; you can only use cold transfer. The option to use warm transfer is available if you are managing one call.

1. While on a call, click Transfer to bring up your contact directory.

2. From the contact directory:

   • For contacts with one phone number: Hover over the desired contact to transfer to, click Warm Transfer to put the original call on hold, and speak with the desired contact.
   • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, click Warm Transfer to put the original call on hold, and speak with the desired contact.
3. Once the contact is notified, click Cold Transfer above the main call screen to transfer. You are disconnected from the call and the contact , and the call is transferred.

To perform a cold transfer from the call screen:

1. While on a call, let the caller know you will put them on hold and click Transfer to bring up your contact directory.
2. From the Contacts directory:
   • For contacts with one phone number: Hover over the desired contact to transfer to, and click Cold Transfer to put the original call on hold and transfer.
   • For contacts with multiple phone numbers: Click the desired contact to view their list of phone numbers. Hover over the desired number, and click Cold Transfer to put the original call on hold and transfer.
3. The call is disconnected from you, and transferred.

To perform a cold transfer from your call log or contact list:

1. While on a call, let the caller know you will put them on hold and click Hold to place the other party on hold.
2. Open Contacts or My Assigned Queues to view contacts and phone numbers you can transfer the call to.
3. Hover over the contact or call log whose number you want to transfer the call to, and click Cold Transfer to transfer. The call is disconnected from you and transferred.