Summary of the 8x8 Configuration Manager tabs

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
Home View or modify the following information in Home page:
  • Summary: View a summary of your tenant channels, groups, and queues.
  • Profile: Configure account and tenant settings.
  • Audio Files: Upload and manage audio files for greetings, pre-recorded phone menu messages, and Agent whisper audio files.
  • Schedules: Configure the schedules for the contact center. For example, you can have a separate schedules for Support staff and Sales.
  • Dial Plans: Configure the tenant default dial plan or create a custom dial plan.
  • Agent's Idle Timer: Refers to the length of time agents have been idle. By default, an agent is considered idle from the time he ends post processing of a system-delivered, queued interaction and becomes available. It can be configured to reset when agents transition from one status to another.
Security Security options include:
  • Roles: Create roles, define privileges or permissions, add and assign administrators to the roles.
  • SMTP Servers: Configure a custom SMTP server for better security and HIPAA compliance in addition to the tenant SMTP server.
  • IP Address Restriction: To identify secure IP addresses from which agents and administrators can connect to the 8x8 Contact Center network.
  • DTMF Blacklist: To add, edit, and delete phone numbers as well as SIP URIs in your DTMF blacklist. The DTMF blacklist is an existing service to stop recording a call once connected to a blacklisted destination and mask any key presses in the customer experience call flow.
Agent Groups Groups are organizational categories, such as Sales or Support. A group includes a collection of agents who report to a supervisor. The default agent group Ungroup allows you to create agents without requiring you to create a group beforehand. For details, refer to Create Agent Functional Groups.
Users Users are a list of agents, supervisors, and administrators. It allows you to assign privileges of an agent and administrator to the same user eliminating the need for separate login credentials. While adding a user, you get to determine if the user is an agent, an administrator, or both. For an administrator, you can also select the desired role. For details, refer to Add Users.
Agents use the 8x8 Agent Console to view and manage customer interactions. 8x8 Contact Center supports regular agents and supervisor agents.
Queues/Skills 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:
  • Create, edit, copy, and delete queues of all media types: inbound and outbound phone, chat, email, and voicemail.
  • Assign members to queues
  • Define targeted service level
For details, refer to Create and configure queues.
Channels
  • Phone: Process inbound and outbound phone interactions using the phone channels. A phone channel is automatically crated when a number is ordered for the tenant through provisioning
  • Email: Process inbound and outbound email interactions using the email channels. Email channels are created by the 8x8 Contact Center administrator in 8x8 Contact Center.
  • Chat: Process incoming chat requests using the chat channels and direct chat requests from customers to contact center agents. Chat channels are created by the 8x8 Contact Center administrator in 8x8 Contact Center.
  • Social: Process incoming chat requests from Facebook and Twitter and allow agents to accept and handle chat requests from social media. Social channels are created by the 8x8 Contact Center administrator in 8x8 Contact Center.
  • SMS: Process messages routed via SMS channels and chat queues to agents, and offered to them as chat interactions for responses. Agents look up customer records from an existing customer. They can look up outstanding cases and history of interactions to handle the conversation effectively.
  • Chat API: Connect directly to an agent from your own system such as enabling your clients to communicate with an agent from mobile app-based chat, Desktop web chatbots, and messaging via integrations with other apps or platforms. See our content on chat workflow for developers.

Phone, web chat, and email interactions arrive at a tenant on a channel. Phone channels are either Service channels or Agent channels. 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.
Scripts 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, Agent DID script, or Agent Extension script.
CRM The CRM page allows agents and supervisors to manage customers, cases, follow-ups, and tasks.
For details, refer to Configure Local CRM.
Outbound Setup 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.
Campaigns 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.
Broadcast 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.
Integration 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 Status codes allow contact center supervisors to track how an agent functions through a workday.
For details, refer to Status Codes Overview.
Transaction Codes 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 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.

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