Check queue and agent status

8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. provides real-time information about queues and agents. It shows the number of interactions waiting to be served in a queue, the longest waiting interaction in a queue, the number of eligible agents in busy state, and the status of agents. Supervisors can check the status of queues and agents they supervise, and communicate with agents instantly via chat or call.

8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace organizes the status of queues and agents separately on the Control Panel:

  • My assigned queues: View the status of the queues you are a member of. Select the option directly from the Control Panel, or the menu .
  • Contacts : View the status of other agents that belong to your group.

The constant status update of queues and agents support the heavy workloads of 8x8 Contact Center dialer. With frequent handling of outbound calls, the status of queues and the presence of agents change frequently. The changes to the agents’ presence are aggregated and consistently updated to 8x8 Agent Workspace.

With improved performance, the list of agents and queues is refreshed every five seconds. The agents’ presence status is updated even during a system interruption. For example, when there is a power outage, the backup mechanism keeps the agents’ status updated and therefore, the list of agents and their statuses can still be retrieved. This improvement maintains a reliable status update at all times, helping agents make an educated decision as to whether to transfer the interaction to an agent or not.