Summary of profile settings

8x8 Contact Center administrators find the following table in 8x8 Configuration Manager summarizing the options available under Home > Profile:

Profile tab option Description
Tenant Name Shows the name of your tenant. It can be your company name. 8x8 Configuration Manager adds the value of the Company Name text entry area to the top of the 8x8 Configuration Manager browser window.
Support Level Indicates your tenant's support level.
Concurrent Access Limit Indicates the maximum simultaneous users that can log into 8x8 Agent Console or 8x8 Supervisor Console. Each Concurrent Access requires a Named User. One Concurrent Access and one Named User is synonymous with an agent seat. Named User can also be equivalent to an additional login.
Default Caller ID Specifies the default caller ID for the tenant. This number is displayed to the dialed party as the caller’s phone number when placing an outbound call from 8x8 Contact Center.
Version Package Specifies the version of 8x8 Contact Center.
Named Users Limit Indicates the maximum number of named users that can be added to the tenant. This field displays your current subscription plus one or two for authorized customer support users. Named User functionality provides for unique personal identity with roles (agent or supervisor) and permissions.

Note: Each Tenant is pre-configured with one or two Named Users at no charge. These are used by authorized customer support personnel for troubleshooting purposes. You can identify the pre-configured users by an assigned group of 8x8 Contact Center support.
Language  Read-only reminder of the language used to display the 8x8 Configuration Manager user interface. This language setting was applied as requested when your 8x8 Contact Center tenant was originally created, and it cannot be changed.

Note: Your agents can select their preferred language separately in 8x8 Agent Console.
Revision Represents the revision number of 8x8 Contact Center.
Configured Users Indicates the number of Named Users currently setup in the tenant. The difference between the Named Users Limit and Configured Users are the remaining Named Users quantity that can be profiled.
Secure File Transfer Protocol (FTPES)- set password
Password (min.8 chars.)
Retype Password		 Enables setting up a password for Secure File Transfer Protocol of agent call recoding files.
For details on agent recording files, refer to Configure Phone Settings.
For details on downloading agent recordings, refer to Access Agent Recorded Calls.
Agent Experience Selection
 

Transfers all your agents to the selected agent experience from one of the following options:

  • Agent Console
  • Agent Workspace - Activated across all agents
  • Flexible - Allows agents within this group to switch between Agent Console and Agent Workspace

Note: You can override these settings at the agent group level or via individual user settings.
Miscellaneous Tenant Settings
Default Time Zone Refers to your contact center's local time zone. Specifying the time zone enables 8x8 Configuration Manager to:
  • Correctly interpret the hours of operation specified in the Schedule tab.
    For details on the Schedule tab, refer to Define Business Hours and Schedules.
  • Display time-stamped events in local time.
Other Time Zone 8x8 Contact Center supports time zone for global operation by allowing multiple time zone selections within the same tenant. Multiple time zones helps tenants with offices across the world. Supervisors can monitor queue and agent activities based on the local time zone.
Tenant Label Refers to the Tenant Label that appears on top of 8x8 Configuration Manager browser window. You can label the tenant differently from the Tenant ID.
Default Agent Display Name Select whether you want to display the word Agent or the agent's first name such as <Robin>. The agent's display name appears in 8x8 Agent Console. Reset all agents, clears all custom display names. You can also select to overwrite the group settings at this time.
Allow Agents to Change Display Name Allows agents to change their display name in the 8x8 Agent Console's Profile page. Display Name helps agents save time and effort to introduce themselves to customers every time they start a new chat. The agent's display name appears in the 8x8 Agent Console's control panel, Profile page, chat window, and CRM case created after a chat session. It can be modified by the 8x8 Contact Center administrator in the 8x8 Configuration Manager, or if permitted, by the agents in 8x8 Agent Console. The changes immediately show up in both applications. To prevent agents from changing their display name at the tenant level, clear the Allow Agents to Change the Display Name checkbox under Home > Profile.
  • To prevent agents from changing their display name at the tenant level, clear the Allow Agents to Change the Display Name checkbox under Home > Profile. If disabled, this option does not appear at the agent groups level.
  • To prevent agents from changing their display name at the group level, clear the Allow Agents to Change the Display Name checkbox from the Agent Group. This option only appears if it is enabled at the tenant level.
Allow Agents to Change Screenpop Allows agents to change screen pop window properties, such as opening a new screen pop window, and modifying the size and position of the window from 8x8 Agent Console.
Allow Agents to Reject Interactions This option is enabled by default allowing agents to reject interactions. If disabled, the Reject button in 8x8 Agent Console is disabled preventing agents from rejecting the interactions they are offered. The Reject button in 8x8 Agent Console appears when an interaction is offered to the agent. You can set up this ability for an agent group, or individual agents. If you disable this option at the tenant level, the checkbox will not show up for agent groups or individual agents.
Enable SSL for Agent GUI By default, the Enable SSL for Agent GUI check box is selected and 8x8 Configuration Manager uses secure communications.
8x8 strongly recommends that you always use secure communications when working with 8x8 Configuration Manager. If you temporarily need to disable secure communications for purposes of troubleshooting, clear the check box.
Enable Workplace setting change validation When changing workplace setting (Workplace Phone and Workplace SIP URI), agents must validate their changes to be able to handle the calls. When they click to validate the change, it triggers a phone call to the updated phone number. For details see our content on how to enable workplace setting change validation.
Enable Enhanced Ringtone If enabled, the caller hears continued queue music until an agent accepts the call. Once the call is accepted, a short alerting ringtone is played back to the caller to signal the start of the interaction. At the same time, the agent hears a beep notification to prepare them for the call.
Enable Agent's My Recording Functionality If enabled agents can access the My Recording feature from the 8x8 Agent Console main menu. This option allows agents to record a voice message for the incoming calls.
Enable transferring to queues with no working agents If enabled, allows agents to transfer interactions to an unattended queue. If disabled, prevents agents from transferring interactions to an unattended queue.
Allow agents to configure warning message popup If enabled, agents can disable the warning message before transferring the interaction to an unattended queue.
Enable agents to return to available status after pulling email If enabled, agents can go back to the Available status after pulling an email from the queue. If this option is disabled, agent's status remains working offline after pulling emails from the queue.
Enable full integration in Agent Workspace (External CRM)

If enabled, agents handle emails from the Control Panel in 8x8 Agent Workspace, in addition to the previous experience of handling emails from the Display Panel. This new capability improves how emails are handled in 8x8 Contact Center by allowing agents to:

  • View the sender’s email address in the same panel.
  • Handle emails and view the thread in same panel.
  • See attachments easily and the email they are associated with.
  • Have their productivity reported in 8x8 Analytics for Contact Center.
Service Notification - Email Addresses
Administrator's Email(s) Lists the Primary administrator's email address.
If an Email Channel attempts to retrieve queued emails, and that retrieval attempt fails, then 8x8 Configuration Manager sends email notification to the administrator.
For details on Email Channels, refer to Set up Email Channels.
Maintenance Email Distribution List(s) Lists the email distribution list(s) to which maintenance issues regarding the tenant are mailed.
Tenant Email - SPAM filtering parameters
Spam Threshold Level Choose how strictly 8x8 Configuration Manager filters administrative email messages for unsolicited junk email or spam. By default, 8x8 Configuration Manager sets the Spam Threshold Level equal to 5. Choose a lower number to apply stricter spam filtering.
Do not choose a spam threshold setting lower than 3 or higher than 7 unless directed to by 8x8 Contact Center support.
Spam Black / White List If the Email Script tab in the Email Channel page includes a Check Spam script object, then:
  • Spam Black List: Enter the email addresses whose communications should be classified as spam.
  • Spam White List: Enter the email addresses which should not be classified as spam.
Both the Spam Black List and Spam White List text entry areas support the use of asterisks (*) as wild-card characters.
Tenant Logo
  Select an image logo for branding purposes. Click Browse and upload an image.
Phone Connection Mode
Default Connection Mode Administrators can choose one of the following Phone Connection Modes for agents: On Demand or Persistent. For details, see our content on how to enable phone connection mode.
Allow Agents to change Phone Connection Mode Agents are able to change their Phone Connection Mode from within the 8x8 Agent Console. For details, see our content on how to change your phone connection mode.
Enable Auto Answer With Auto Answer, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. If Auto Answer is provisioned for your tenant, you can enable it at the tenant level, agent group level, or agent level. For details, see our content on how to enable Auto Answer.

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