Improved status update of queues and agents

In 8x8 Contact Center, we have improved the status update of queues and agents to support the heavy workloads of 8x8 Contact Center dialer. With frequent handling of outbound calls, the status of queues and presence of agents change frequently. The changes to the agents’ presence are aggregated and consistently updated to Agent Console.

With improved performance, the list of agents and queues are reliably refreshed every five seconds. The agents’ presence status is updated even during a system interruption. For example, when there is a power outage, the backup mechanism keeps the agents’ status updated and therefore, the list of agents and their statuses can still be retrieved. This improvement maintains a reliable status update at all times helping agents make an educated decision as to whether to transfer the interaction to an agent or not. To view the status of queues and agents, log in to Agent Console and click to see All in the Queue Directory and Agent Directory in the Status tab. For details, see how to check queue and agent status.