What’s new for 8x8 Contact Center agents in June?

In this release of 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., we have introduced the following enhancements:

Updated text label for the agent icon

The text label when hovering over the agent icon in My assigned queues and Transfer panel has been updated to clearly indicate the number of agents enabled and logged in to a queue. Previously, when hovering over the agent icon, the text label only indicated the number of agents logged into the queue.

Depending on the queue, when hovering over the following icons, the following text may display:

  • Enabled and logged in to this queue : Indicates the number or agents that are enabled and logged in to the queue.
  • Agents enabled to this queue are not logged in : Indicates that currently, none of the agents that are enabled to serve the queue are logged in.
  • There are no agents enabled to this queue : Indicates that no agents are enabled to serve the queue.

Ability to add queues to favorites from the Transfer panel

When transferring to a queue, you can add queues to favorites. Click the icon to add or remove queues from your list of favorite queues. This options helps you organize your queues more efficiently to ensure you can quickly access frequently used queues without having to search for them.

To add a queue as a favorite from the Transfer panel:

  1. In 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace, set your status to Available.
  2. When an interaction is offered, accept it.
  3. Inform the user of the transfer and click the Transfer icon.
  4. Select the Queues tab.
  5. Toggle the favorites icon On/Off. The icon changes to yellow when the queue is added as favorite.
  6. Click the queue to which you wish to transfer the interaction.
  7. Click Transfer.
  8. Click Continue to confirm the transfer.

What’s new for 8x8 Contact Center agents in March?

In this release of 8x8 Agent Workspace, we have introduced the following enhancements:

New interaction sounds

We now offer a wider selection of ringtones for incoming interactions in 8x8 Agent Workspace. To select a new interaction sound, go to My profile > Settings > Personalization > Interaction sound and select a sound from the drop-down list. The sound plays when selected.

Ability to view your search history for contacts

When you click on the search field in your Contacts directory, the app displays a list of contacts you recently interacted with. This feature helps save valuable time when trying to reach people.

To clear your search history, click the search field and select the Clear search history option from the bottom of the list.

Improved UI for My assigned queues

The user interface (UI) for My assigned queues has been improved to ensure 8x8 Contact Center agents can efficiently manage and prioritize their tasks.

As an agent, you can now select the check box next to the media type label to enable or disable all queues within that media (if you have permission to opt in/out of queues). Additionally, the queue icons display detailed information when expanding the Control Panel to make it easier to understand how many agents are busy, how many customers are waiting in the queues, and the queue waiting time. When no interactions are waiting in the queue, the number of interactions waiting and the waiting time are not displayed. Expand the control panel to view the full description for the icons.

These enhancements improve usability and help you increase productivity and improve customer service.

For a more comprehensive list of the UI enhancements, refer to the list below.

Improved sorting capability for My assigned queues

The Sort feature from My assigned queues is now accessible from the upper-right corner of the Control Panel. Additionally, you can now sort your assigned queues by:

Prior to this release, you could only sort queues alphabetically.

Ability to view agent availability when transferring customers to a queue

When transferring a customer to another queue, you can now see the number of agents that are currently enabled to serve the queue, the number of agents available to receive interactions (next to the green icon), the number of interactions waiting in the queue, and the queue waiting time. When no interactions are waiting in the queue, the number of interactions waiting and the waiting time are not displayed. Expand the control panel to view the full description for the icons.

When no agents are enabled to serve the queue or no agents are logged in to the queue, an orange-colored warning sign followed by the number zero displays in the queue details.

This information empowers you to make an informed decision about which queue to transfer the interaction to, thus expediting the resolution of the issue and increasing customer satisfaction.

For enhancements introduced prior to this release, see our content on previous releases.