In 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., agents need to configure their account to receive interactions. Agents' contact information such as workplace phone and email, available and enabled queues, agents recordings, and much more can be configured in My Profile.
Before configuring your account, the contact center management team must define a standard configuration for each group of agents that work in the contact center. The contact center administrator can then use those standard configuration values to guide the use of the My Profile page in 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace to configure a given agent's account.
To access your 8x8 Agent Workspace profile:
- In 8x8 Agent Workspace, click the status menu option on top of Control Panel to open the Change status window.
We recommend changing your status to Work Offline so that 8x8 Agent Workspace makes you unavailable for the new interactions.
- Click My Profile at the bottom of the window.
8x8 Agent Workspace displays the profile configuration page.
- Make the necessary changes and click Save settings.
- In the Control Panel, click Close to exit the status window.
Summary of agent profile settings
The following table summarizes profile settings in 8x8 Agent Workspace:
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.
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.
|My recordings||New recording||Allows agents to record up to ten voice messages and play them during an inbound or outbound call. When you place an outbound call and reach voicemail, you can choose to play your pre-recorded voice message, such as a campaign message, and hang up. The application plays the voice recording and terminates the call. If you have direct agent access, you can record a personal voicemail greeting to be played to callers. For details, see how to record personal voice messages.|
|About||Preferences||Includes tenant information such as revision, language, dial plans, and more. Agents can reset their preferences here.|