Check queue and agent status

Search and retrieve status about a specific queue or an agent instantly. The search is not case-sensitive.

You can also search agents via the Shared Directory. The Shared Directory lists the company's extension users, including 8x8 Contact Center agents. Go to the Directory tab to access the Shared Directory. This feature is available for users of Unified Login with 8x8 Work.

From My assigned queues, you can filter queue status information by queue relationship, agent status, and media type.

Filter queues:

• By queue relationship: Supervised by you, or queues you are a member of.
  
  • Supervised: Select to view the queues you are a supervisor for.
  • Agent: Select to view the queues you are an agent for.
• By agent status: 
  • Enabled: Select to view the queues you are a member of, and enabled to serve.
  • Disabled: Select to view the queues you are a member of, but disabled from serving.
• By media: Select a media type such as:
  • Chat
  • Inbound phone
  • Outbound phone
  • Email
  • Voice Mail
    
    

    Note: If you are disabled from serving a queue, you can still view the status of that queue, but the queue appears gray in the directory.

Click Clear filters to remove all selected filters.

From Contacts , you can filter agent information by groups, status, type, department, job title, and location.

Filter agents by:

• GroupA group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary’s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members.: Select one or more groups that an agent is affiliated with.
• Status:
  • Toggle on Show agent status only to ignore all 8x8 Work statuses.
  • Select one or more statuses such as Available, Busy, Offline, On Break, Working Offline, and Wrap Up.
• Type: Select the type of contacts to display: Agent, System contact, or Work user.
• Department: Select to view contacts from a certain department.
• Job title: Select to filter contacts by job title.
• Location: Select to filter contacts by location. If there are no defined list items, the filter is disabled.
  

Click Clear filters to remove all selected filters.

You can also check agent presence via the Shared Directory. The Directory tab in 8x8 Agent Workspace lists all extension users with their status set in the 8x8 Work client application. Similarly, you can view the status of agents or other extension users from 8x8 Work. This feature is available for users of Unified Login with 8x8 Work.

Note: The status shown in the Directory tab in 8x8 Agent Workspace is retrieved from 8x8 Work and not from 8x8 Agent Workspace.

Bookmark agents you contact often, and queues used often, and track their status every time you log in with just a click on the Favorites tab.
For example, you are one of five managers in the AcmeJets Support agent group. You manage seven team members out of the 50 members belonging to the group. You can mark these seven team members as your favorites and monitor their status with just a click, rather than sifting through the status of the whole team. You can also mark as favorites the queues used most often.

Favorite queues, and favorite agents, are displayed separately on the Control Panel.

To add and view favorite queues:

Select the My assigned queues option directly from the Control Panel, or from the menu , and toggle on the favorites button for the desired queues. Click the Favorites tab to arrange the favorites in ascending or descending order.

To add and view favorite agents:

From the Control Panel, select Contacts . Hover over the contacts, and toggle on the favorites button to bookmark the contact. Click the Favorites tab to see only the agents marked as favorites.

You can also bookmark agents via the Shared Directory. Go to the Directory tab in 8x8 Agent Workspace to locate the agents. This feature is available to users of Unified Login with 8x8 Work.

Go to Contacts and select the Recents tab to track those agents with whom you initiated a call or a chat session in the past. The Recents tab lists those agents and displays their status. Your search results are stored locally.

Note: The Recents tab does not include participation in a customer chat or call.