Enhanced Expert Connect

With 8x8 Expert Connect, organizations with both 8x8 Virtual Office and Virtual Contact Center products can break down the barriers between agents and experts to increase first contact resolution. In this release, we are introducing the ability for experts to initiate chats with agents via the Virtual Office messaging. Prior to this release, only agents could initiate chats with experts. We have enhanced the capability of expert connect. Experts of the same organization as agents, can now initiate chat conversations with agents, using Virtual Office desktop app or Virtual Office mobile app. Experts can check the agent's presence (online or offline status) via the Virtual Office app.

Notes:
- An agent is shown to be online from the time they log into Agent Console until they log out. The status change such as Available, Work Offline, and On Break within Agent Console is not reflected in the Virtual Office app.
- An agent is shown to be offline when they log out of the Agent Console.

To receive messages from experts in real time:

To retrieve messages sent when agents are logged out of both apps, they must log into the Virtual Office app. As soon as they log in, the chat messages are offered in their Virtual Office chat.

Note: Logging in to Agent Console will not retrieve the messages sent when the agent is offline.

As soon as the agent logs in to the Virtual Office app, the messages sent to them after they logged out of Agent Console will be offered in their Virtual Office chat.

Notes:
- Expert Connect is used to connect employees from different departments of the same organization.
- Agents and supervisors are advised to log in to both Virtual Contact Center and Virtual Office to ensure their message continuity.

Send Messages via Virtual Office App (as an Expert)

To send messages via Virtual Office app and (as expert):

  1. Log in to your Virtual Office desktop app or Virtual Office mobile app.
  2. Look for the agent in the company directory. The agent’s presence status is indicated as online or offline.

    Note: As soon as an agent logs in to Agent Console, their presence appears as online until the agent logs out. The agent's status at a granular level, such as Work Offline or On Break, is not visible to the Virtual Office user (expert).

  3. Click .
  4. Enter your message or add a link. Agents cannot receive images in Agent Console.
  5. Click . If the VCC agent is logged in to Agent Console, they see the message right away. Otherwise, their presence shows offline and the messages send by the expert, will be lost.
  6. Note: We recommend the Virtual Contact Center agent to log in to both Virtual Office and their Agent Console at the beginning of each workday to receive chat messages. It ensures continuity and prevents any loss of messages sent after the VCC agent logs out from Agent Console.

Receive Messages from Experts via Virtual Contact Center (as an Agent)

To receive messages as a Virtual Contact Center agent:

  1. Log in to Agent Console and set your status to Available.
  2. From the Agents list in the Control Panel, select the agent you would like to chat with.
  3. Click from the pop-up menu to view the messages. The last 30 message interactions from the expert loads on to your chat window, giving you a chance to review your messages before responding.
  4. Reply and continue the chat. Click Send. If a message is waiting, the Chat tab in the Control Panel indicates a waiting message with a red bubble .

    Note: You can send HTML, rich text, formatted texts, lists, links to images, but not an image or file attachments via your messaging.

  5. Click End to finish the chat. If the expert logs out of Virtual Office, they can still get all messages after they log back in. However, there is no indication for the agent to know whether the expert is logged out or not.

    Note: We recommend the Virtual Contact Center agent to log in to both Virtual Office and their Agent Console at the beginning of each workday to receive chat messages. It ensures continuity and prevents any loss of messages sent after the VCC agent logs out from Agent Console.

Messaging Between Virtual Office and Virtual Contact Center

 

Feature Virtual Office (VO) Desktop and Mobile App Virtual Contact Center (VCC) Internal Messaging
See Presence

Experts can see the agent's presence in VO.

  • Online (logged in)
  • Offline (logged out)
Agents cannot see the expert's presence in VCC chat window.
Send Messages Sender must be logged in to VO to send messages. Sender must be logged in to VCC  to send messages.
Receive Messages Receiver does not have to be logged in to VO to receive messages. They can retrieve messages historically. Receiver must be logged in to VCC to receive messages.
See Message History The expert can see full message history in VO. Agent can see the last 30 messages of the expert in VCC chat window.
Send HTML/Rich Text/Images The expert cannot send HTML and rich text; only links are supported. Agent can send text formatting, lists, images and links.
Send File Attachments The expert can send file attachments such as images, videos, and documents via VO. n/a
See Read Receipts/ Indicators The expert sees the typing indicator when the agent is typing. Agents do not receive any Read receipt but see a typing indicator when the agents type.
Access Chat Transcripts and Monitoring n/a It is accessed by the supervisor and configured per agent group, chat queue, or tenant.
Send Group Chat on Public or Private Rooms Group chat is available to the expert and via VO app. Only 1:1 chat is available to agents via VCC.

For details on expert connect, see our content on Instant Messaging with Expert Connect.

 


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