What's new in the 8x8 Contact Center 9.13 release for supervisors?

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

Introducing 8x8 Auto Dialer campaign metrics

We are introducing new metrics in 8x8 Campaign Monitoring to understand the campaign status in real-time. For 8x8 Contact Center supervisors, campaign metrics are key to understanding the success rate of a campaign. It allows them to see which campaigns have been most effective. The new campaign metrics are as follows:

Campaign Details Description
Dialing Mode Indicates if a campaign is dialing in Preview, Predictive, or Progressive dialing mode.
Max Attempts reached # Indicates the number of records in a campaign that have reached their maximum attempts.
Max Attempts reached % Indicates the percentage of the records in a campaign that have reached their max attempts.
Record Completed % Indicates the percentage of records that have been completed dialing in a campaign.

We have also added new information such as queue name and queue's dial mode to our campaign details. For details, see our topic on how to manage and monitor campaigns.

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.

Release 9.12

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

About 8x8 Auto Dialer

8x8 Contact Center now introduces progressive and predictive dialing modes to better manage outbound telephone-based campaigns to meet your business needs. Automate your outbound dialing and maximize the productivity of your contact center agents. Empower your agents to connect with prospects and customers more effectively, and boost conversion rates as well as customer satisfaction. The progressive and predictive dialing modes call numbers automatically from campaign calling lists, screen for busy signals, voicemail, no-answers, and disconnected numbers, connecting agents to only live-answered calls.

As a supervisor, you can manage and monitor campaigns, and access historical campaign reports.

Enhanced performance of broadcasting

In 8x8 Contact Center, 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 ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. 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. For details about notification messages, see how to view notification messages.

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 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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.

Better customer-agent chat management during service disruptions

In 8x8 Contact Center8x8 Agent Console, customer-to-agent chat interactions are now better handled during service disruptions.

In case a customer abandons their chat with the agent, the interaction remains in the customer list waiting for the agent's review. When the agent is reconnected to 8x8 Contact Center, both the active interactions and the ones which were abandoned by the customer are updated with the correct status. The interactions remain in the customer list until the agent acknowledges them and is ready to move on.

In the previous behavior the abandoned interactions ended before the agent had a chance to review. The new improvement keeps the agent in sync with 8x8 Contact Center and prevents ghost interactions that remain with the agent. When the agent clicks on the interaction in the list, a message notifies them that the session has ended. The message is also saved in the transcript for the supervisor’s review later. For details, see our content on how to access a customer-agent chat transcript following a service disruption.

See our content on all Previous releases.