8x8 Contact Center administrators find the following table summarizing the Configuration Menu, Configuration tabs, and their functionality in 8x8 Configuration Manager.
|8x8 Configuration Manager Page
|Tabs Directly Accessible from the Page
|View or modify the following information in Home page:
|Security options include:
|Groups are organizational categories, such as Sales or Support. A group includes a collection of agents who report to a supervisor. For details, refer to Create Agent Functional Groups.
|Agents use the 8x8 Agent Console to view and manage customer interactions. 8x8 Contact Center supports agents and supervisors. You can add agents and configure their workplace phone, assign queues, grant supervisor rights, and enable CRM and tab permissions using the Agents tab.
|A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. Queues direct incoming interactions to agents.
In Queues you can:
Phone, web chat, and email interactions arrive at a tenant on a channel. Email and chat channels are created in the Channels page. You can add a new email and chat channels and edit the existing phone channels. For details, refer to Create channels.
Note: To create a Phone channel, contact the 8x8, Inc. provisioning department.
|IVR scripts define how 8x8 Contact Center processes Phone, Chat, Email, Social, or SMS interactions. They provide the capability of guiding incoming interactions to self-direct them to the desired destination within the contact center. Create a user-defined script or use a system default script such as IVR script default.
|The CRM page allows agents and supervisors to manage customers, cases, follow-ups, and tasks.
For details, refer to Configure Local CRM.
|For campaigns to function successfully, they need to connect to the 8x8 Contact Center CRM or an External CRM, extract data from a specific CRM object, and generate a target call list. The Outbound Setup allows defining global properties for campaign management.
For details, refer to Configure Outbound Setup.
|A campaign is an outbound phone based dialer that enables you to search, generate, and feed a call list to an outbound queue facilitating automated outbound dialing. The Campaigns page allows defining new campaigns, or controlling or managing existing campaigns.
For details, refer to Create a Campaign.
|Use the Broadcast page to send a message to one or more Agent Groups. The page contains only the Broadcast tab.
For details, refer to Broadcast Messages.
|8x8 Contact Center offers integration capabilities with Local CRM and third party Customer Resource Management (CRM) systems.
For details, refer to Integrate with External CRM.
|Status codes allow contact center supervisors to track how an agent functions through a workday.
For details, refer to Status Codes Overview.
|Transaction codes offer a means to apply call disposition to inbound as well as outbound interactions.
For details, refer to Transaction Codes Overview.
|Outbound Phone Codes
|Outbound Phone Codes allows you to define and configure Outbound Phone Code lists.
For details, refer to Outbound Phone Codes Overview.
|Chat design allows you to design a custom chat to match your company's requirements and to create a custom chat script to control the chat flow.
For details, refer to Configure Embedded chat design.