What's new in the 8x8 Contact Center 9.12 release for supervisors?

We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators in this new release of 8x8 Contact Center. For details on the entire list of features, see our 8x8 Contact Center Release Notes.

About 8x8 Auto Dialer

8x8 Contact Center now introduces progressive and predictive dialing modes to better manage outbound telephone-based campaigns to meet your business needs. Automate your outbound dialing and maximize the productivity of your contact center agents. Empower your agents to connect with prospects and customers more effectively, and boost conversion rates as well as customer satisfaction. The progressive and predictive dialing modes call numbers automatically from campaign calling lists, screen for busy signals, voicemail, no-answers, and disconnected numbers, connecting agents to only live-answered calls.

As a supervisor, you can manage and monitor campaigns, and access historical campaign reports.

Enhanced performance of broadcasting

In 8x8 Contact Center, we have enhanced the performance of broadcasting messages. Supervisors who broadcast messages to agents periodically, specifically the ones supervising many agent groups, can now benefit from the improved performance when logging into the Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. or sending broadcast messages. Besides the performance, broadcast notices older than seven days are discarded and not shown to agents or supervisors. The system only broadcasts newer and relevant notifications. For details about notification messages, see how to view notification messages.

Use Cases

Let’s say supervisors create and assign various queues to each of their campaigns. Each queue receives a few messages a day. High number of messages can result in slower performance of the system. The system removes the old messages automatically and that helps improve the performance.

Or, let’s say the agent comes back from vacation and has received many broadcast messages that are from a couple of weeks ago. The agent does not need to go through the old messages one by one. By automatically removing the outdated messages from the system, the need for any manual effort by agents or supervisors is eliminated and the performance improves significantly.

To view a broadcasted message, in the 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console, select the Notices tab, then click to view notices. You can view the unread notices on this page. The Old Notices section retains your previously-viewed notices until you log out of 8x8 Agent Console.

Better customer-agent chat management during service disruptions

In 8x8 Contact Center8x8 Agent Console, customer-to-agent chat interactions are now better handled during service disruptions.

In case a customer abandons their chat with the agent, the interaction remains in the customer list waiting for the agent's review. When the agent is reconnected to 8x8 Contact Center, both the active interactions and the ones which were abandoned by the customer are updated with the correct status. The interactions remain in the customer list until the agent acknowledges them and is ready to move on.

In the previous behavior the abandoned interactions ended before the agent had a chance to review. The new improvement keeps the agent in sync with 8x8 Contact Center and prevents ghost interactions that remain with the agent. When the agent clicks on the interaction in the list, a message notifies them that the session has ended. The message is also saved in the transcript for the supervisor’s review later. For details, see our content on how to access a customer-agent chat transcript following a service disruption.

See our content on all Previous releases.