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”. Currently, agents cannot change 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 causes inconvenience to customers and also impacts reports, which may show a number of short breaks. This may also result in agents being offered new interactions while switching status. This new update enables customers 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.