In 8x8 Contact Center, an agent group is a collection of agents who report to a supervisor. A single group may serve your entire call center or may be dedicated to one or more products, services, queues, or to a specific communication channel such as phone, email, or chat. Use groups to organize agents on the basis of function, skill set, or media they use.
In this release, we are introducing major improvements in the product user experience for the Agent Groups section by offering a modern and more intuitive user experience, which aligns with all our 8x8 apps. Through the new UI, you can manage new agent groups more logical and intuitive flow.
In addition, admins can preview and test the updated UI features or return to the current UI whenever needed. By default, these new features are disabled. You can access them by enabling to preview them.
Important! This new Agent Groups feature is available in Beta on request. Reach out to your 8x8 Account Manager for details.
Note: This Beta release provides an updated UI for the Agent Groups section only. In addition, admins can preview and test the updated UI features or return to the current UI whenever needed.
You can choose to manage agent groups by using: