Configure your profile

• Current country: Select your country from the list. By selecting the country of an agent, you can optimize call quality and routing. It hints to the system about the agent's location, and offers improved call quality.
• Phone setup: Click Change to change your workplace phone number or SIP URI:
  • Forward to phone number: Use a designated number to process interactions in 8x8 Agent Workspace. It can be the agent's desk phone, cell phone, or any other phone.
  • Use a SIP URI: Use the SIP Phone URI of a VOIP phone. The SIP URI resembles an e-mail address and is written in the following format: SIP URI = sip:x@y:Port where x is the username and y is the host (domain or IP). For details, see our content on how to set up workplace phone.
  • Use Agent Workspace: Use the embedded 8x8 Agent Workspace softphone which allows agents to answer calls directly from the browser.
  • Voicemail setup: Places a test call to the agent's phone number for verification. On answering the verification call, you can set up a voicemail greeting.

  Note: You must have an 8x8 Work license to be able to use Agent Workspace softphone as your selected endpoint.

• Connection mode: Shows your connection mode to the contact center. You must be in “Work Offline” status to change your phone connection mode. If Phone Connection mode is enabled by the tenant administrator, agents can see and enable Persistent Connection mode capability in their profile page. Persistent Connection mode removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface. For details, see our topic on how to change your connection mode.

• Edit profile picture: If enabled by the administrator, you can upload a profile picture which can be seen by customers during web chat interactions. This picture is also used in your 8x8 Work profile.
• First name: Indicates the agent's first name.
• Last name: Indicates the agent's last name.
• Display name: If enabled by the administrator, agents can enter a customized display name to present themselves. Having a display name helps agents save time and effort to introduce themselves to customers every time they start a new chat. The agent's display name also appears on the Control Panel, Profile page, chat window, and CRM case created after a chat session. The display name can be modified by both the 8x8 Contact Center administrator in the Configuration Manager, or if enabled, by the agents in 8x8 Agent Workspace. The changes immediately appear in both applications.
• Bio: If enabled by the administrator, you can add a short introduction about your professional experience. This info can be seen by customers during web chat interactions.

Note: The Audio settings options display only when Use Agent Workspace is selected as your workplace Phone setup.

Note: The Audio settings options can also be accessed directly from Change status after changing your workplace Phone setup to Use Agent Workspace.

• Speakers: From the drop-down list, select the speakers you want to use.
• Speaker volume: Use the slider to adjust the speaker volume.
• Microphone: From the drop-down list, select the microphone you want to use.
• Microphone volume: Use the slider to adjust the microphone volume.
• Input level: Displays green dots when sound from the microphone is detected.

• Date format: Offers a choice of date formats to apply on all email notifications sent to and from the tenant.
• Chat message sound: Provides a choice of alert sounds to notify a new chat interaction. Select an interaction sound from the list and click Play to hear the notification sound.
• Interaction sound: Provides a choice of alert sounds to notify a new interaction. Select an interaction sound from the list and click Play to hear the notification sound.

• Show chat message notification in browser: If selected, the agent receives a browser notification on an incoming chat from a customer.

• Workplace email: Indicates the agent's email address. When the agent uses the CRM case management page to send an email, the agent can choose this email address as the From address for the message. Your email addresses can have up to 254 characters.
• Default from address: Select the default From address for emails to be either the agent's or the tenant's email address. When the agent uses the Local CRM to send emails to customers, the default address is automatically populated or appears as one of the choices in the From list. To send an email from the custom email server, the agent must select their email address.
• Use inbound channel address if available: When an inbound channel is available, enabling this option makes it the default address.
• Default signature: Choose the default email signature used when sending email messages from the agent's account. When the agent uses the CRM case management page to send an email, the default signature appears as one of the choices in the Signature list.
• Email signature: Type the email signature for this account. When the agent uses the CRM case management page to send an email, the agent can choose to insert this Signature in the message.

Lists the queues that are assigned to the agent grouped by media such as inbound, outbound, chat, email, or voicemail. To receive chat interactions, for example, make sure you enable the chat queue by selecting a check box next to the chat. For details, see our content on how to enable or opt out of your assigned queues.