Supervise your 8x8 Contact Center

Your 8x8 Contact Center administrator can configure specific agent accounts to include access to supervisor tools.

If you are a supervisor, you can obtain your 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. login credentials from your administrator. A supervisor account is simply the 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace with exclusive access to supervisory features. Supervisors will see the icon in front of the queues they are enabled to supervise.

8x8 Agent Workspace accounts with access to supervisor functions are referred to as SupervisorClosedAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. accounts. The topics in this section focus on the use of Supervisor features.

Supervisor accounts have exclusive access to the following features that are not enabled for non-supervisor agent accounts:

In addition to supervisor features, supervisors may choose to perform or guide and validate the use of certain operations that agents have access to, such as agent profile configuration. These include the following agent-optional abilities to:

  • Delete customer and case records from the Local CRM
  • Pull and delete pending email interactions from a queue
  • Use the Monitoring tab to remove agents from queue assignments

By default, 8x8 Contact Center supervisor account's permissions include the ability to permanently delete customer, case, and task records from the Local CRM. The deleted records cannot be recovered or restored. For information about disabling a Supervisor account's permission to delete Local CRM records, see the Local CRM Permissions in the Configuration Manager Guide.