You can find Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. previous releases here:
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 offer remote customer assistance.
Customers, who use 8x8 Co-browsing for remote assistance, can now enjoy better usability with the following enhancements.
- Better visibility to the status of co-browsing session on customer side.
- The auto-minimized status window allows the customer to keep an eye on the status of the shared screen at all times. The customer can move the status window to the desired location while in a live session.
- Better visibility to the status of co-browsing session on customer side.
Ability to Reset the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.'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 idle time during phone Interactions.
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 by your contact center administrator.
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 what happens if your tenant is set up for autodialing campaign calls.
Improved Control of Conference Calls: We have now introduced the concept of a Host and added hierarchical control to conference calls. In this new behavior, the host can remove participants without requesting them to take any action. When a conference call is created, the longest connected agent becomes the host, unless there is a supervisor present, in which case, the supervisor will be the host. The host is then dynamically transferred when participants join and leave the call. For example, when a supervisor host leaves a call, the ownership passes to the next longest present supervisor, or if none are on the call, to the longest present agent.
Prior to this release, when agents, supervisors, and other participants were on a conference call, agents and supervisors relied upon the goodwill of participants to drop their connection and leave the call. To remove a participant as a host, while in a conference call in Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., click next to the participant's name and click Confirm. For details, see our content on how to remove an agent from a conference call.
Efficient Voice ChannelPhone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue. 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 Mode 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.
If enabled by your contact center administrator, you can click Enable Off-hook Connection in Agent Console's user profile. For details, see our content on how to enable and work with off-hook connection mode.
New features and enhancements to SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console impact supervisors and agents. Some of these features are available to agents and supervisors by default, while others need to be enabled by administrators to benefit from the functionality.
The following are features and enhancements introduced in recent product releases:
- Access to Related Emails Improves Customer Experience: Agents can now access queued emails from the same customer, review and respond to them at once. When a customer sends multiple emails within a short time interval regarding a case, all emails get queued. When an agent opens the first email to respond, there is a link to view the queued emails from the same customer. The agent can now click this link to view all the queued emails, and review and respond in a single email if they are related to the same case. This helps agents consolidate their response in a single email and increase their efficiency while improving the customer experience. For details, see our content on how to access customer's related emails.
- Improved Search Filter for Closed Cases in History Activity: We have introduced a new filter to search the closed cases in History Activity. This feature helps supervisors investigate customer complaints regarding an agent's lack of response. It particularly helps investigate a case that has been accidentally closed by the agent.
For example, when processing related emails from a customer, an agent may close a case assuming it is related to the case he has reviewed. The unhappy customer may escalate the issue. With the improved search filter, the customer's complaint is now easier to track. For details, see our content on searching closed cases in history activity.
- Enhanced Email Header in a Case Response: When you respond to a case or a follow-up, the response automatically includes the email header. The header shows information about sender, recipient, subject, date and time. This enhancement facilitates crafting a response quickly. To see the improved email header, click Reply to a customer case or follow-up and check the email's description window. For details, see our content on how to respond to emails.
We have introduced
Ability to Search All Columns in the Shared Directory
In Agent Console, Unified Login with Virtual Office users can now search the shared directory by all available columns, such as Name, Email or PBX Service, Public number, Contact Type, Department, Location, Job Title, and Private number. The Shared Directory is the company directory that lists all extension users, including Virtual Contact Center agents. You can quickly find extension users as you enter your search keywords in the Search field.
- Refreshed new look for Virtual Contact Center: Whether you are an agent or a supervisor of Virtual Contact Center, you will certainly love the new refreshed user interface of all our applications. Look out for the notifications when you launch your application. Please note that we have kept all our functionality workflows intact so there is no learning curve for you.
- Ability to message customers via Facebook and Twitter: Take advantage of Facebook and Twitter to service customers directly and increase customer satisfaction with Virtual Contact Center Social Integration. By unifying the agent experience, 8x8 Social allows users to channel their messages from social media into Virtual Contact Center. Customers can contact the businesses and receive support from within their social platform. Virtual Contact Center Social supports messaging via Facebook and Twitter in this release.To receive chat interactions, agents must be assigned to an enabled chat queue and be in Available state. See how to handle social interactions.
- Enhanced usability of rich text editor: Agents using the Local CRM can now craft their cases and follow-ups using the updated rich text editor. Drag and drop your images or paste them from your clipboard quickly improving your productivity. See Insert Images in Case Description.
Known Limitation: Copying (Ctrl-C) and pasting (Ctrl-V) images is currently not supported on Internet Explorer 11. You can drag and drop the images.
- Enhanced FAQs for customers: Assist your callers with more elaborate FAQs not worrying about the limited word count. The character limit for your FAQ is now increased from 4k to 40k. Only supervisors can create or edit FAQ categories and answers. See how to insert an FAQ from the Cases tab or Chat window.
- Increased length of email addresses: You can now save email addresses exceeding 55 characters. The maximum limit now stands at 254 characters. This change allows many areas such as saving longer email IDs of agents, customers in Local CRM, setting up email notification for voicemails, and more.
For the complete list of areas benefited with this enhancement, see below. See how to configure your user profile and email address.
- Compressed embedded images: When you embed a high resolution image in your case, follow-up, or an FAQ, they are compressed automatically for faster processing and for saving bandwidth. Simply drag and drop the desired images into your content. See how to Insert Images in Case Description.
Note: The maximum size allowed for image attachments is 20 MB. You can drag and drop images up to a maximum size of 10 MB.
The following list includes features and enhancements introduced in the recent product releases:
- Ability to sort pending emails by waiting time, case ID, and more: In Agent Console, agents can now sort the pending emails by longest waiting time, case ID, contact name, company, subject, and more. All the column headers in the grid view of pending emails are now active for sorting. See how to pull emails from a queue.
- Enhanced voicemail email notification: If enabled by the administrator in Configuration Manager, agents can receive voicemail email notification. The voicemail email notification provides more data allowing you to track the queued voicemails better. The following information is captured in the voicemail email notification:
Transaction ID, tenant name, cluster ID, phone queue ID, voicemail queue ID, calling name, interaction GUID of the inbound phone queue, transaction ID of the inbound phone interaction, voicemail begin offset, filename, agent name, and voicemail retrieval delay.
- Ability to prevent agents from rejecting interactions: If prevented by administrators in Configuration Manager, agents cannot reject the interactions they are offered by certain or all agent groups. The Reject button in Agent Console is disabled preventing agents from rejecting the interactions they are offered. By default, agents can reject interactions.
- Improved broadcasting: Agents now receive an improved broadcasting message informing them of a 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 as they may experience some instability during the platform switch. See how you can View Notification Messages.
- Ability to save agent preferences on server: Agents can now save their preferred settings and options such as their last selected tabs in Monitoring, pop-up chat and FAQ window size, their favorites and recents tabs, etc.on the server and access them on different computers or browsers. Prior to this enhancement, agents were able to save their preferences on their profiles and access them at the browser level only.
- Allow agents to change display name: This new improvement allows agents to present themselves with a customized display name. The new feature ensures agent privacy and helps them save time and effort to introduce themselves to customers every time they start a new chat. The agent display name appears in the Agent Console's Control Panel, Profile page, chat window, and CRM case created after a chat session. It can be modified by the Virtual Contact Center administrator in the Configuration Manager or, if permitted, by the agents in Agent Console's Profile page. The updates in Agent Console application immediately appears in Configuration Manager and vice versa. See Configure Your Profile to learn how to configure your profile.
- Enhanced control for CRM reports: If enabled by the administrator, agents can create or download reports. They can always run a report, however, even if the ability to download a report is disabled.
- Increased data limit for inbound emails: The maximum size of an inbound email routed via email channels is now increased from 10 MB to 30 MB. You can now receive an email up to 30 MB in size. This includes the size of the attachments.
- Notification of delayed uploading of queue data: When agents want to transfer a phone, email, and chat interaction to another queue, they may experience a delay in accessing the entire list of queues, including queues they are not part of. This may result in loading a partial list of queues, which is indicated by an exclamation symbol next to the Transfer button.
- Improved error messages in CRM integration: If the screen pop fails to open when working with Virtual Contact CenterLocal CRM or External CRM, the descriptive alert message notifies agents of some troubleshooting tips.
- Ability to initiate co-browsing via Chat
- Improved Help interface: Agents can now access FAQs, user guides, and support page via the Help menu. They can also submit feedback about the product using the Help menu.
- Supported localization: We support European French and German languages.
- Supported Microsoft Edge browser
- Improved login time for agents: The time that it takes to log in to Agent Console has been greatly improved in this release.
- Improved Chat window capacity: Increased the chat window capacity to 5000 characters. This enhancement allows users to communicate large bodies of text, such as FAQs, via the chat window.
- Ability to clone tasks in Local CRM: Agents can replicate tasks quickly with a click on the task form, creating a new task.
Release 8.4 (Virtual Contact Center Users with Unified Login and Virtual Office)
- Provided Unified login: Ability to log in to Virtual Contact Center with a common username and password.
- Supported Shared Directory: Provides a company directory for Virtual Office and Virtual Contact Center users. Directory entries are managed through Account Manager.
- Supported shared presence: The presence status of Virtual Contact Center agents and Virtual Office users is shared in both Agent Console and Virtual Office client applications.
- Supported extension-to-extension dialing: Users can call extension users across Virtual Contact Center and Virtual Office using extension numbers.
- Ability to assign dedicated extensions
- Supported instant messaging
- Supported Call parking: Agents can park a call to be retrieved by another agent or an extension user who may be currently busy.
- Multi-Chat: Ability to handle multiple chats concurrently
- Multilingual support for chat: Ability to handle chats in multiple languages
- Chat recording for supervisor: Ability to monitor agent chat conversations
- Enhanced control on agent Status
- Ability to access the list of follow-up records
- Displayed case ID during email interactions
- Enhanced awareness of queue status
- Ability to set up web notification alert for incoming interactions