8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. users can now change from one sub-status to another. A sub-status, also referred to as a status code, indicates the reason for taking break or working offline state, such as “lunch break” or “in a meeting”. Previously, agents were unable to switch from one sub-status to another while working offline (e.g. from Coaching to Meeting while working offline), or while taking a break, without first switching to another status (e.g. Working offline: Coaching -> Available -> Working offline: Meeting). This new update enables agents to move directly between sub-statuses without having to change the parent status—providing convenience and better productivity reports.
Let's say you are working offline to attend a meeting. Once you are done with the meeting, you want to continue to work offline, but now to prepare meeting notes. You can now switch the status code without switching your status.