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What's New in the Virtual Contact Center 9.8 Release for Agents?

We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators in the 9.8 release of Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location..

Enhanced Usability of Co-browsing

With Co-browsing, you offer live, hands-on assistance to customers, take control of their cursor, and demonstrate how to perform the action while the customer observes. Via co-browsing, you can securely connect to remote computers, access, and troubleshoot problems over the Virtual Contact Center platform. For details, see our content on how to offer remote customer assistance.

Customers, who use 8x8 Co-browsing for remote assistance, can now enjoy better usability with the following enhancements.

Ability to Reset the Agent's Idle Timer

In Virtual Contact Center, idle time refers to the length of time agents have been idle and is measured for each agent by the agent's idle timer. By default, an agent is considered idle from the time he ends post processing of a system-delivered interaction and becomes available. When multiple agents with the same queue and skill level assignments are idle, the system routes the call to the agent who has been idle the longest. The agent’s idle timer is reset every time they end post processing of a system-delivered interaction. This reset persists until the same scenario is repeated. AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.-initiated interactions do not reset the idle timer.

To supplement the default behavior, we now allow Virtual Contact Center administrators to reset the idle timer when agents transition from one status to another. For example, The idle timer resets when agents change their status from On Break to Available when they log in. For details, see our content on idle time during phone Interactions.

Ability to Autodial Campaign Calls after Preview

In this release, we have introduced the ability to autodial campaign calls when an agent has spent all the preview time without taking an action. Autodialing campaign calls after previewing a campaign record is controlled by a campaign setting by your contact center administrator.

Note: This feature enhancement is only applicable if your company uses Virtual Contact Center campaigns.

Prior to this release, agents handling a campaign could view the campaign record for the specified preview period and manually start, reject, or skip the interaction. They were not forced to take the interaction in the time allowed. Additionally, the need for a manual action to initiate a call was repetitive and inefficient. With the autodial feature, however, at the end of the preview time if no action is taken, calls are initiated automatically eliminating the need for manual action by the agent. The Virtual Contact Center administrators can enable autodialing for each campaign when an agent’s preview countdown ends. The minimum preview duration is 15 seconds. For details, see our content on what happens if your tenant is set up for autodialing campaign calls.

Improved Control of Conference Calls

We have now introduced the concept of a Host and added hierarchical control to conference calls. In this new behavior, the host can remove participants without requesting them to take any action. When a conference call is created, the longest connected agent becomes the host, unless there is a supervisor present, in which case, the supervisor will be the host. The host is then dynamically transferred when participants join and leave the call. For example, when a supervisor host leaves a call, the ownership passes to the next longest present supervisor, or if none are on the call, to the longest present agent.

Prior to this release, when agents, supervisors, and other participants were on a conference call, agents and supervisors relied upon the goodwill of participants to drop their connection and leave the call. To remove a participant as a host, while in a conference call in Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., click next to the participant's name and click Confirm. For details, see our content on how to remove an agent from a conference call.

Efficient Voice Channel Workflow via off-Hook Mode

With off-hook connection mode agents can instantly and seamlessly connect to customers and improve their productivity. Off-hook is a persistent connection from the agent’s device to Virtual Contact Center. It removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface.

In the previous behavior, after agents log in to Virtual Contact Center and make themselves available, they have to accept the interaction for every call that comes through the queue. If they miss the ringing phone, they will no longer be available to take the interaction.

If enabled by your contact center administrator, you can click Enable Off-hook Connection in Agent Console's user profile. For details, see our content on how to enable and work with off-hook connection mode.

See our content on all Previous releases.

 


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