Reset your password

If you forget your 8x8 Contact Center's Agent ConsoleClosedVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. password, reset your password automatically by providing your username and tenant name. The new password is sent to the email address specified in your agent profile. If you have set up a security question and answer in your profile, a link to the security question is emailed to you. On answering the question correctly, you receive the reset password in an email. This additional step proves that the person requesting to reset the password is the one assigned to the agent account.

To reset your password:

  1. Click Forgot Password in the login screen.
    A dialog box appears prompting for username.
  2. Enter username in the textbox exactly as you would for logging in to AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console and click Continue.
    A message indicates a new password is sent to your email address with the required information to proceed.

    Note: A username can be in one of the two forms: [email protected]_id, or if the tenant id is provided as a parameter in the login URL, username can be agent_id. Please confirm with your administrator if you are not sure.

  3. Open your email and click the link in the email. A dialog box opens prompting for an answer to your security question.

    Note: If you have not set up a security question and answer in your profile, you receive a reset password in the email.

  4. Enter your answer to the security question. If you answered the question right, a message including a reset password is emailed to you.
  5. Open your email to obtain the system generated reset password.

Log in after you reset your password

You are allowed to use a reset password to log in to Agent Console only once. Upon logging in to Agent Console with your reset password, you are prompted to change the password. If you fail to change the password, you are automatically logged out.

To log in with a reset password:

  1. Open your email to obtain the system generated reset password.
  2. Log in to Agent Console with the reset password. You are logged in successfully and prompted to change the password.
  3. Enter a new password and click Change to proceed with the login.

Reset username and password (Unified Login and Virtual Office)

If you are using 8x8 Contact Center with Unified Login and Virtual Office, you can reset your username and password by clicking Help on the login screen. You then receive an email including a password link. This additional step proves that the person requesting to reset the password is the one assigned to the agent account.

To reset username and password:

  1. Click Help on the login screen.
  2. Select one of the following options:
    • Forgot Password
      1. Enter your username and click Send.
        You receive an email with the instructions to reset your password.
      2. Click the link in your email and follow the instruction.
      3. Enter a new password.
      4. Click Submit.
        The password is changed and you receive a confirmation email.
    • Forgot Username
      1. Enter your email address and click Send. Your email addresses can have up to 254 characters.
      2. Your Username is sent to you in an email.

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