Configure 8x8 Agent Workspace softphone (admin)

As an admin, you can enable 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. softphone for the users you wish to have access to this feature.

Important: You can only enable 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace softphone for agents with an 8x8 Work license and an assigned Direct Inward Dialing (DID) number.

To enable 8x8 Agent Workspace softphone:

  1. Log in to Configuration Manager.
  2. Go to Users.
  3. Click to edit an agent's account.
  4. Select the Phone tab.
  5. Enable the Use Agent Workspace option.
    If the user doesn't have an 8x8 Work license assigned, the Use Agent Workspace option is disabled.

After enabling the 8x8 Agent Workspace softphone feature, agents must configure their microphone in the browser and adjust the volume to improve the audio experience. To learn how to use the embedded softphone, refer to the 8x8 Agent Workspace for users section of this guide.

Ensuring calls route to a newly ported number when using 8x8 Agent Workspace softphone

Customers that have ported their number and use 8x8 Agent Workspace softphone must refresh the browser or log out and log back in to the agent account. This ensures calls are correctly directed to the new number. Failing to refresh the page or log out and log back in, may cause calls to be misrouted.

To minimize disruptions, we recommend conducting porting changes outside of business hours.

Configure 8x8 Agent Workspace softphone to work with Auto Answer

Additional settings are required on the PBX when using 8x8 Agent Workspace softphone with Auto Answer. These additional settings are performed upon request by the 8x8 Support team. Contact 8x8 Support to configure Auto Answer to work with 8x8 Agent Workspace softphone.

What emergency numbers can an agent dial?

An agent using 8x8 Agent Workspace softphone can only call emergency numbers valid in the country associated with their 8x8 Work Direct Inward Dialing (DID) number. For example, if an agent has a UK DID, they can only dial 999 and 112, which are the national emergency numbers in the UK.

Access call quality reports

To evaluate the quality of the calls made using the 8x8 Agent Workspace softphone, you can access the Call Quality Detail report. This report provides insights into the call quality of all calls within your phone system over several days or months, allowing you to track changes over time. You can drill down into individual agent call quality to identify problem areas and take action to improve the effectiveness of your call center. For more information, refer to this section of the Analytics for 8x8 Work user guide.