Change agent status

8x8 Contact Center allows the agent to change the status by selecting a status button in the Control Panel. When you log in to 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., you may or may not be ready to accept new interactions. Choose a status that fits your situation.

To change 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace agent status:

  1. Log in to 8x8 Agent Workspace.
  2. Click Ready to work. You will be placed on Available status.
  3. Click the status menu option to change your status. The color indicator next to your initials presents your status.

The following table shows a summary of 8x8 Agent Workspace tools and options available for each status:

Agent status Description Where to access? Receive new interactions Available statuses
Available
  • The agent is available to receive new interactions and access all features.
  • The agent can use tools while waiting for a new interaction.
  • 8x8 Agent Workspace automatically changes your status to Busy when you accept an incoming interaction.
 Click Change status > Available from the Control Panel. Yes
  • Work Offline
  • Break
Busy
  • The agent is unavailable to receive new interactions.
  • The amount of time the agent is allotted to accept an offered interaction is specified by the contact center administrator.
  • When the agent is Busy, 8x8 Agent Workspace enables the agent to access all 8x8 Agent Workspace tools.

    Note: The Configuration Manager administrator can allow agents to handle up to six chats with customers or an unlimited number of chats with other agents of the same tenant and at the same time.

 8x8 Agent Workspace automatically changes agent status as soon as the agent accepts a queued interaction. No No other status is available during the Busy status until the agent finishes the transaction.
Work Offline
  • The agent is not available to receive new interactions, but all the features are enabled and accessible.
  • Change your status to Work Offline, if you are processing the current interaction, updating the CRM data for a previously received interaction, or taking a break.
 Click Change status > Work Offline from the Control Panel. No
  • Available
  • Break
Busy (Stop New)
  • The agent has accepted a chat and chooses to stop new interactions to wrap up the chat session that is already in progress.
  • This status blocks all queued interactions to this agent.
  • To receive more chats, click Resume.
 Stop new is only available in Busy state during multi-chat. This button is only visible when the agent is handling a chat interaction. No No other status is available during the Busy status until the agent finishes the transaction.
Break
  • The agent is not available to receive new interactions.
  • Access to all features is disabled.

Note: The Control Panel becomes unavailable when the agent changes the status to On Break.

 Click Change status > Take Break from the Control Panel. You are automatically placed on break when you reject a queued interaction. No
  • Available

Note: Clicking Ready to work also changes the status to Available.

  • Work Offline
Log out Agent is logged out of the 8x8 Agent Workspace and does not receive any interactions. Click Change status > Log out from the Control Panel.