8x8 Contact Center supervisors can use the Monitoring tab in 8x8 Contact Center 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. to review and actively monitor agents, queues, groups, and campaigns.
Real-time monitoring and reporting provides critical contact center metrics and gives supervisors the ability to manage their call center agent teams effectively. Authorized supervisors can monitor live agent and customer interactions by barging in.
Authorized supervisors are able to see in real-time the status of their contact center through a web browser; their Service Levels vs. Goal, the number of calls in progress, the number of calls waiting, the longest-waiting interaction per queue or skill, and real-time agent status graphs indicating the percentage of time in various states, such as on call, waiting, wrap up, on break, and more.
Supervisors have the ability to monitor only a given group of agents and queues.
- Complete visibility into your call center operations
- Customer service quality assurance