8x8 Contact Center
All agents in the selected agent group receive the notice. Agents logged in to 8x8 Agent Console
8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. receive the notice immediately. Agents who are not logged in receive the notice the next time they log in to 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console. You can see the Notices tab blinking red only if it is not in focus.
8x8 Contact Center agents can view the broadcast notices sent by their supervisor or other agents in 8x8 Agent Console. We have enhanced the performance of broadcasting messages. Supervisors who broadcast messages to agents periodically, specifically the ones supervising many agent groups, can now benefit from the improved performance when logging into the Agent Console or sending broadcast messages. Besides the performance, broadcast notices older than seven days are discarded and not shown to agents or supervisors. The system only broadcasts newer and relevant notifications. The Notices tab blinks red if you are logged in to 8x8 Agent Console but working in another tab. If you are in Notices tab, go to View Notices to see the new or old messages.
To view a notification message:
- In 8x8 Agent Console, select the Notices tab.
- Click View Notices.
You can view the unread notices in this page. The notices are coded with colors based on their priority. Green shows low priority, yellow shows medium, and red shows high priority messages.
The Old Notices section retains your previously-viewed notices that are less than a week old until you log out of 8x8 Agent Console. If the sender has selected the pop-up option for the message priority, a notification window appears. The pop-up notice disables all recipients tools until you select the message box and click Close.
Use cases
Let’s say supervisors create and assign various queues to each of their campaigns. Each queue receives a few messages a day. High number of messages can result in slower performance of the system. The system removes the old messages automatically and that helps improve the performance.
Or, let’s say the agent comes back from vacation and has received many broadcast messages that are from a couple of weeks ago. The agent does not need to go through the old messages one by one. By automatically removing the outdated messages from the system, the need for any manual effort by agents or supervisors is eliminated and the performance improves significantly.
To view a broadcasted message, in the 8x8 Agent Console, select the Notices tab, then click to view notices. You can view the unread notices on this page. The Old Notices section retains your previously-viewed notices until you log out of 8x8 Agent Console.
To send a notice:
- In 8x8 Agent Console, go to the Notices tab.
- Click the Post Notices tab.
- In the GroupA group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary’s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members. list, select your agent group, or select All if you are a supervisor and want to send the notice to all your agent groups.
You must select at least one agent group before you can send the notice. - In the Priority area, select the priority level of the message, or select Pop-up.
Note: If you select Pop-up, 8x8 Agent Console displays the notice as a pop-up message that disables all recipients' tools until the agent selects the message box and clicks Close.
- Click Post Notices to send the notice.
Broadcast notices during a platform switch
During a platform switch, agents receive a broadcasting message informing them of the platform switch. In addition to the notification message, a red alert bar also shows up at the top of the Control Panel alerting agents and reminding them to exhaust the interactions waiting in the queue. Agents are required to log out and log back in during the platform switch as they may experience some instability.
