What's new for 8x8 Contact Center agents?

 

We have introduced the following new enhancements to improve the productivity of agents in this new release of 8x8 Contact Center. For details on the entire list of features, see our 8x8 Contact Center Release Notes.

Note: The product version in 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. and Configuration Manager may show up as 10.0 instead of 9.14 while we are working to fine-tune our 8x8 Contact Center applications.

Introducing 8x8 Agent Workspace

8x8 Contact Center now offers a streamlined experience for all agents by introducing the brand new 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions.. This highly intuitive interface streamlines customer interactions while delivering a simpler, efficient, and more engaging way for agents to keep productivity high and customer experiences powerful. This clean new interface allows agents:

  • To process interactions and manage their routine tasks with ease
  • To focus on the task at hand by minimizing distractions
  • To collaborate and engage with other agents and experts quickly
  • To handle customer interactions more efficiently and effectively

Existing 8x8 Contact Center customers can switch to the new agent experience and back to classic workspace without any delays. Admins can allow access to the 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console or 8x8 Agent Workspace or offer flexibility to switch between the two. If permitted, agents can switch between the old and new experience by enabling the settings in their profile.

Ability to adjust post-processing time for direct agent calls

Post-processing time is the duration agents are allowed, after terminating the calls, to wrap up any pending notes or actions related to the call. The agents now have a suitable time to wrap up calls. Prior to this release, while processing direct-to-agent calls, agents had a limited duration of five seconds for post-processing. Depending on your business needs, agents may require more time to wrap up notes on calls. In this release, we are introducing the ability to adjust post-processing time for direct-to-agent calls from five seconds to a maximum of 60 minutes helping to meet your business needs. For details about post-processing time for direct agent calls, see Direct Agent Routing (DAR).

8x8 web chat is now WCAG 2.1 compliant

When websites, tools, and technologies are designed and developed so that people with disabilities can use them, they are considered web accessible. Web Content Accessibility Guidelines (WCAG) offer recommendations on how to increase the usability of your website, and how to make it accessible to people with disabilities. Web accessibility encompasses all disabilities that affect access to the Web, including:

  • auditory
  • cognitive
  • neurological
  • physical
  • speech
  • visual

Prior to this release, 8x8 Contact Center customers who are WCAG 2.1 compliant were restricted from using the web chat solution due to the lack of compliance. In this release, we have enhanced the 8x8 Contact Center web chat experience to comply with the WCAG 2.1 guidelines allowing better readability, navigability, and interactivity with our web chat elements. For details about the WCAG web chat experience by customers, see our 8x8 web chat is WCAG 2.1 compliant.

Note: WCAG Compliance is limited to 8x8 Contact Center web chat only. All other features and applications in the 8x8 Contact Center are not yet WCAG compliant.

To comply with WCAG 2.1, 8x8 Contact Center introduces enhancements to the web chat experience, thus allowing 8x8 customers to be WCAG 2.1 AA compliant. Learn moreClosed (Learn more about the compliance levels > Level A: Minimal compliance; Level AA: Acceptable compliance; Level AAA: Optimal compliance)  

Release 9.13

We have introduced the following new enhancements to improve the productivity of agents in this new release of 8x8 Contact Center.

Enhancing outgoing email settings for channels and agents via SMTP

As an 8x8 Contact Center agent, when you email customers via email channel, you want to ensure that customers receive the emails without being blocked by your outbound email servers, or the spam filters of the customer’s email servers.

To ensure the delivery of emails sent by agents, 8x8 Contact Center now supports an enhanced configuration for outbound mailing systems, only available for custom SMTP servers. This enhancement allows specific configuration for each and every channel or agent, so that emails actually get signed and sent using the individual accounts. When sending out emails, the “From” section in the email header must match the actual address used for sending out that email, which implies using correct accounts and credentials, and the actual sender. When an agent sends an email via a channel, it uses the channel address. When an agent sends an email via their own address, it uses the agent's individual email address.

Prior to this release, emails were sent from a unique address and user account configured on the SMTP server. The email address on the email header did not match the email address used to send the email, causing emails to be blocked by spam filters.

For details, see our content for agents on how to configure workplace email.

Learn more about the features and enhancements introduced in the previous releases.