Overview of processing interactions

All interactions flowing into the 8x8 Contact Center are channeled through queues. The queues in turn direct them to agents based on skill level and availability. An agent must be a member of a queue to receive any interaction from the queue.

Your contact center supervisor assigns you to one or more queues supported by 8x8 Contact Center:

  • Phone
  • Voicemail
  • Chat
  • Email

Each type of queue corresponds to a type of 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. interaction. Interactions are customer requests for information or assistance. You can use your 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace to process the interactions. 8x8 Agent Workspace provides real-time status information on agents and queues.

Note: The Reject interaction button is disabled if your contact center administrator has not granted permission to reject interactions. This prevents agents from rejecting the interactions they are offered.

Manage multiple interactions

The multi-tabbed interface in 8x8 Agent Workspace gives the flexibility to manage multiple tasks. For example, if you are making some changes to your profile and do not want to block any interactions, you can keep your status as Available. Accepting a new interaction triggers a screen pop in a separate tab without interrupting the changes to your profile.