What's new in the 8x8 Contact Center 9.14 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.
Note: The product version in 8x8 Agent Console8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. and Configuration Manager may show up as 10.0 instead of 9.14 while we are working to fine-tune our 8x8 Contact Center applications.
Ability to adjust post-processing time for direct agent calls
Post-processing time is the duration agents are allowed, after terminating the calls, to wrap up any pending notes or actions related to the call. The agents now have a suitable time to wrap up calls. Prior to this release, while processing direct-to-agent calls, agents had a limited duration of five seconds for post-processing. Depending on your business needs, agents may require more time to wrap up notes on calls. In this release, we are introducing the ability to adjust post-processing time for direct-to-agent calls from five seconds to a maximum of 60 minutes helping to meet your business needs. For details about post-processing time for direct agent calls, see our AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. User Guide content about Direct Agent Routing (DAR).
8x8 web chat is now WCAG 2.1 compliant
When websites, tools, and technologies are designed and developed so that people with disabilities can use them, they are considered web accessible. Web Content Accessibility Guidelines (WCAG) offer recommendations on how to increase the usability of your website, and how to make it accessible to people with disabilities. Web accessibility encompasses all disabilities that affect access to the Web, including:
Prior to this release, 8x8 Contact Center customers who are WCAG 2.1 compliant were restricted from using the web chat solution due to the lack of compliance. In this release, we have enhanced the 8x8 Contact Center web chat experience to comply with the WCAG 2.1 guidelines allowing better readability, navigability, and interactivity with our web chat elements. For details about the WCAG web chat experience by customers, see our Agent User Guide regarding complying with WCAG 2.1 for 8x8 web chat.
Note: WCAG Compliance is limited to 8x8 Contact Center web chat only. All other features and applications in the 8x8 Contact Center are not yet WCAG compliant.
To comply with WCAG 2.1, 8x8 Contact Center introduces enhancements to the web chat experience, thus allowing 8x8 customers to be WCAG 2.1 AA compliant. Learn more (Learn more about the compliance levels > Level A: Minimal compliance; Level AA: Acceptable compliance; Level AAA: Optimal compliance)
We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators in this new release of 8x8 Contact Center.
Introducing 8x8 Auto Dialer campaign metrics
We are introducing new metrics in 8x8 Campaign Monitoring to understand the campaign status in real-time. For 8x8 Contact Center supervisors, campaign metrics are key to understanding the success rate of a campaign. It allows them to see which campaigns have been most effective. The new campaign metrics are as follows:
|Dialing Mode||Indicates if a campaign is dialing in Preview, Predictive, or Progressive dialing mode.|
|Max Attempts reached #||Indicates the number of records in a campaign that have reached their maximum attempts.|
|Max Attempts reached %||Indicates the percentage of the records in a campaign that have reached their max attempts.|
|Record Completed %||Indicates the percentage of records that have been completed dialing in a campaign.|
We have also added new information such as queue name and queue's dial mode to our campaign details. For details, see our topic on how to manage and monitor campaigns.
Enhancing outgoing email settings for channels and agents via SMTP
As an 8x8 Contact Center agent, when you email customers via email channel, you want to ensure that customers receive the emails without being blocked by your outbound email servers, or the spam filters of the customer’s email servers.
To ensure the delivery of emails sent by agents, 8x8 Contact Center now supports an enhanced configuration for outbound mailing systems, only available for custom SMTP servers. This enhancement allows specific configuration for each and every channel or agent, so that emails actually get signed and sent using the individual accounts. When sending out emails, the “From” section in the email header must match the actual address used for sending out that email, which implies using correct accounts and credentials, and the actual sender. When an agent sends an email via a channel, it uses the channel address. When an agent sends an email via their own address, it uses the agent's individual email address.
Prior to this release, emails were sent from a unique address and user account configured on the SMTP server. The email address on the email header did not match the email address used to send the email, causing emails to be blocked by spam filters.
For details, see our content for agents on how to configure workplace email.
See our content on all Previous releases.