Zendesk users can access 8x8 Virtual Contact Center. The interface is embedded within the Zendesk application. To configure 8x8 Virtual Contact Center for Single Sign-On integration:
Note: If you do not provide a tenant name, Single Sign-On is disabled, and Individual System Sign-On is used instead. Virtual Contact Center asks for your credentials every time you log in to Zendesk.
The screen pop configuration in the Configuration Manager is now complete.
A screen pop presents end user data to an agent automatically during an interaction, eliminating the need to manually search for the customer data. A screen pop occurs when the interaction is offered to an agent within the Zendesk dashboard. The process involves searching for end user records and displaying the search results on the agent’s screen. The end user records are searched using one of the following ways:
The screen pop applies to inbound transactions, including phone, chat, and voicemail. If the search retrieves multiple records, the screen pop lists all matches in a table, and displays the details of the first record. If the search fails to find matching records, it pops a new end user record.
An auto log is triggered when a phone or chat interaction using 8x8 Virtual Contact Center is terminated. An auto log captures transaction details of interactions such as the call answered time, call duration, call termination time, and more in a call log. Accepting an inbound interaction triggers a new ticket. At the termination of the call, the ticket gets updated with the auto log information.
For Zendesk users to log in to 8x8 Virtual Call Center, you must create an agent account in Configuration Manager. You must them link the agent account to the Zendesk user account with the same email address. See Create Agent Accounts in Virtual Contact Center for more information. Before you start, in Zendesk, click Profile, and locate the agent’s email address.
For customers using VCC-Configuration Manager:
For customers using Account Manager:
For customers using VO-Configuration Manager:
Open topic with navigation