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

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 enhancement:

Enhanced Playback experience

The Playback tab used to access call recordings in 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace has been redesigned to provide supervisors with a more user-friendly design and additional features such as new filters, the ability to download interactions, and more. With these enhancements, as a supervisor, you can easily pinpoint important moments, analyze customer interactions, and assess the quality of customer service.

To access the Playback tab:

  1. Log in to 8x8 Agent Workspace using your supervisor credentials.
  2. Click Ready to work or Work Offline.
  3. Click Monitoring from the Display Panel.
  4. Click the Playback tab.
    A list of today’s recordings displays if there are any available. Use the filters to access the relevant recordings.

For more information, see Retrieve agent call recordings.

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

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

New call card for Monitoring agents

Supervisors monitoring an agent can now see a call card at the top of the Control Panel when a monitoring call is presented. The call card indicates that the call is for monitoring purposes. With this enhancement, supervisors can choose which calls to monitor.

Notes:
- When using 8x8 Agent Workspace softphone, when a call is offered for monitoring, the softphone will continue to ring until the call is rejected or the agent ends the call.
- The call card for monitoring displays even when your status is Work Offline or On Break.
- When using Auto Answer, monitored calls will be auto-answered in 8x8 Agent Workspace.

To monitor agents:

  1. Log in to 8x8 Agent Workspace. Only supervisor accounts can access the monitoring features in 8x8 Agent Workspace.
  2. From the Display Panel, click Monitoring .
    -OR-
    From the Control Panel, click Show menu > Monitoring.
  3. From the Monitoring window, click the Agent Management tab.
    The page lists the groups you selected in the Setup tab.
  4. To begin monitoring, click Monitor in the header area.

  5. Click under the Action column for the agent you wish to monitor.
    -OR-
    Click an agent's name to view the monitoring controls.
  6. Click Start Monitoring.
  7. A call card displays in the Control Panel and your supervisor phone starts ringing.
  8. Accept the call to listen in.
  9. Perform one of the following tasks:
    1. To end monitoring the call, click Finish Monitoring or click End monitoring from the Control Panel.
    2. To participate in the call, click Join Call. End the call when done.

For more information, see Monitor agents.

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