Overview of processing interactions

All interactions flowing into the 8x8 Contact Center are channeled through queues. The queues in turn direct them to agents based on the skill level and availability. An agent has to be a member of a queue to receive any interaction from the queue.

Your contact center supervisor assigns you to one or more queues supported by 8x8 Contact Center:

  • Phone
  • Voicemail
  • Chat
  • Email

Each type of queue corresponds to a type of 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. interaction. Interactions are the customer requests for information or assistance. You can use your 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console to process the interactions. The Control Panel in 8x8 Agent Console features a separate interaction tab for each media type. The Status tab provides real-time status on agents and queues.

Note: The Reject interaction button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.

Manage multiple interactions

The multi-tabbed interface in 8x8 Contact Center8x8 Agent Console gives the flexibility to manage multiple tasks. For example, If you are making some changes to your profile and do not want to block any interactions, you can keep your status as Available. Accepting a new interaction triggers a screen pop in a separate tab without interrupting the changes to your profile.

Concept Link IconSee Also