More Enhancements

We have introduced the following changes and enhancements:

Agents now receive an improved broadcasting message informing them of a platform switch. In addition to the notification message, a red alert bar also shows up at the top of the Control Panel alerting agents and reminding them to exhaust the interactions waiting in the queue. The agents are required to log out and log back in as during the platform switch as they may experience some instability.

To view the platform switch broadcast message:

Log in to 8x8 Agent Console. During a platform switch, a message pops up from the Operations team notifying agents of the platform switch. Agents must log out and log back into the tenant.

The new enhancement adds double-click capability inside a script. This enhancement provides a quick way to view the object's details without opening it in the edit mode.
To edit the object, click edit inside the View details window, or click the edit link next to the object inside the script. This enhancement applies to all scripts including phone, email, and chat.

To edit or view a script:

  1. Log in to 8x8 Configuration Manager.
  2. Go to Scripts and open the desired script:
    • To edit the values, click any object and select edit. An edit window opens up for you to make changes.
    • To just view the details, double-click any object. The View details window appears.

You can now generate a PDF image of the script in a printable format and save locally. It gives developers the ability and flexibility to review and design the script at a later time.

To generate the PDF image of a script:

  1. Log in to 8x8 Configuration Manager.
  2. Go to Scripts and open a Phone, Chat, Email, or Social script.
  3. Click the on the script page to generate a PDF image and save it locally. The PDF printout is generated containing the script name, date, and time of print. Supervisors and administrators can review and modify the script as needed.

Agents can now save their preferences on the server and access them from a different computer or browser. Their favorites and most recent settings will be saved on the server for the next time they log in. Prior to this enhancement, agents were only able to save their preferences on their profiles and access them at the browser level.

Best Practice: If you do not like to keep your changes for the next time, reset your preferences to default before you log out.

The following user preferences are saved on the server:

Feature Details
Monitoring window state
  • Last selected tab (Queue Management, Campaign Management, etc.)
  • Last selected main filter on each tab (Real time, Last 30 Min, etc.)
  • The last selected agent if the active tab is Agent Management
  • The last selected queue if the active tab is Queue Management
  • The last timezone selected

Menu > Report > Historical Report

 The Do not display this message again checkbox
Chat > Pop-up chat Chat pop-up size, sort specifiers, and window position
Menu > Help > FAQ FAQ window size, list of favorite, list of Recents
Customer's tab > Report > Search Favorites and Recents on Search window
Phone > Options > Dial Pad The Long tone checkbox
List of recent 8x8 Work contacts Maximum 20 contacts
Call tab Click to see the list of called numbers from the phone field. The called numbers appear on the list.
Queues Panel
  • Last selected tab (All, Favorites or Recents)
  • Favorites queues
  • Recent queues
  • Sort by queue name, longest waiting etc.. (All 3 tabs - All, Favorites and Recents )
Agents Panel
  • Last selected tab (All, Favorites or Recents)
  • Favorites agents
  • Recent agents
  • Sort by status, agent name, duration etc. (All 3 tabs - All, Favorites & Recents )
One tab or two tabs The last selected tab (Queues or Agents Status) is remembered.

To reset your personalized settings to system default:

  1. Log in to 8x8 Agent Console
  2. Go to My Profile tab.
  3. Click Reset Preferences to default.
  4. Click Yes to confirm.
    This option resets your visible columns, tabs, sounds, date format, notifications, and cases. It also clears favorite settings and Recents, and causes page to reload. See the Preferences table.

This new improvement allows agents to present themselves with a customized display name. The new feature 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 updates in 8x8 Agent Console application immediately appears in 8x8 Configuration Manager and vice versa.

  • To change an agent's display name in 8x8 Configuration Manager

    1. Log in to 8x8 Configuration Manager.
    2. Go to Agents and edit the desired agent.
    3. In the General tab, enter a Display Name.
    4. Click Save.
      The new display name appears in the 8x8 Agent Console as <first name (display name)> and on the chat window. If this option is enabled by the administrator, agents can create or modify their display names from 8x8 Agent Console.

  • To change an agent's display name in 8x8 Agent Console:

    1. Log in to 8x8 Agent Console.
    2. Open Profile from the main menu.
    3. Enter or modify the Display Name.
    4. Click Save.
      You can disable agents capability to create or modify their display names at both group or tenant level. The changes at the tenant level overrides the group level.

  • To prevent agents from changing their display name at the tenant level:

    1. Log in to 8x8 Configuration Manager.
    2. Go to Home > Profile.
    3. Clear the Allow Agents to Change the Display Name checkbox.
      The Display Name option becomes disabled in 8x8 Agent Console. In the absence of agent's display name, you can set the tenant's default to show either the generic name "Agent", or the agent's first name.
    4. Click Default Agent Display Name. In the absence of agent's display name, you can set the tenant's default to show either Agent or the agent's First Name.

  • To prevent agents from changing their display name at the group level:

    1. Log in to 8x8 Configuration Manager.
    2. Go to Agent Group and select the desired group from the list.
    3. In the General tab, clear the Allow Agents to Change the Display Name checkbox.
    4. Click Save.

We have now added Co-browsing events to the Streaming API (SAPI). With the new enhancement, developers can access more information regarding an agent's Co-browsing session in SAPI, such as agent ID, the URL used for Co-browsing, browser type, and the customer's screen resolution. This feature is enabled by default and is available to developers who are subscribed to SAPI. The information can help managers find out answers, such as whether an agent has offered help to customers via Co-browsing, and whether the Co-browsing session helped reduce the time to resolve customer’s issue.

Each Co-browsing session generates an event at the end of the session which is added to SAPI. When an agent starts a Co-browsing session during a chat interaction, a chat interaction ID is added to the Co-browsing event and the chat log. The Co-browsing session is then matched with the chat log. If a Co-browsing session is initiated during a call, however, a Co-browsing event is generated and added to SAPI, but without an interaction ID. In the absence of an interaction ID, the call cannot be matched to the Co-browsing session.

The Co-browsing event adds the following details:

  • Agent ID/GUID
  • Co-browsing start time
  • Co-browsing stop time
  • Transaction ID(s) for the agent who starts the co-browsing session, the related channel, and queue ID
  • The URL from where the Co-browsing session was initiated
  • Any other metadata about the Co-browsing

Refer to our documents to see how you can initiate a Co-browsing session from 8x8 Configuration Manager and 8x8 Agent Console.