What’s new for 8x8 Contact Center Beta users?
In this release of 8x8 Contact Center for Beta users, we have introduced the following features:
New embedded 8x8 Agent Workspace softphone
Note: This feature is available on request. Reach out to your 8x8 Account Manager for details.
Important:
- You must have an 8x8 Work license to use 8x8 Agent Workspace
The brand new interface for 8x8 Contact Center agents to receive and process customer interactions. softphone.
- 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace softphone can only be used simultaneously with 8x8 Work for Desktop when Auto Answer is disabled.
- 8x8 Agent Workspace softphone is not supported when used simultaneously with 8x8 Work for Web.
- 8x8 Agent Workspace softphone is not supported if you are using a deskphone to answer customer interactions. When using a deskphone, change your Phone setup to Forward to a phone number. For more information, refer to Set up workplace phone.
In this release of 8x8 Contact Center for Beta users, we have introduced an enhanced call-answering experience using the embedded 8x8 Agent Workspace softphone. Until now, agents had to use a hard phone, a cell phone, or a softphone app to answer calls in 8x8 Agent Workspace. With 8x8 Agent Workspace softphone, agents can answer calls directly from the browser without having to leave the application.
Note: When using Agent Workspace softphone, agents are not required to log in to 8x8 Work for Desktop to answer calls in 8x8 Agent Workspace.
If using 8x8 Agent Workspace softphone and 8x8 Work for Desktop simultaneously, incoming 8x8 Contact Center calls are offered and can be answered on both apps. Calls to the 8x8 Work phone or extension are only offered on 8x8 Work for Desktop to keep the Contact Center lines open for customers.
For more information on 8x8 Agent Workspace softphone, refer to Use 8x8 Agent Workspace softphone as your workplace phone.
Call emergency services limitation for 8x8 Agent Workspace softphone Beta customers
Important: Beta customers can only place emergency calls from 8x8 Work for Desktop.
Emergency call support in 8x8 Agent Workspace will only be available in the General Availability phase.
