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

We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators in the 9.8 release of Virtual Contact Center.

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 get 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. Agent-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 reset agent's idle timer.

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.

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 how to set up autodial for campaign calls.

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.

To enable off-hook connection mode for the tenant, log in to Configuration Manager as an administrator and click Enable Off-hook Connection Mode in Home > Profile. If enabled by the contact center administrators, agents can click Enable Off-hook Connection in their Agent Console's user profile. For details, see our content on off-hook connection mode.

See our content on all Previous releases.

 


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