Configure your profile

In 8x8 Agent WorkspaceClosed The brand new interface for 8x8 Contact Center agents to receive and process customer interactions., agents need to configure their account to receive interactions. Agents' contact information such as workplace phone and email, available and enabled queues, agents recordings, and much more can be configured in My Profile.

Before configuring your account, the contact center management team must define a standard configuration for each group of agents that work in the contact center. The contact center administrator can then use those standard configuration values to guide the use of the My Profile page in 8x8 AgentClosed Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace to configure a given agent's account.

To access your 8x8 Agent Workspace profile:

  1. Log in to 8x8 Agent Workspace.
  2. Click the status menu option on top of Control Panel to open the Change status window.
    We recommend you to change your status to Work Offline so that 8x8 Agent Workspace makes you unavailable for the new interactions.
  3. Click My Profile at the bottom of the window.
    8x8 Agent Workspace displays the profile configuration page.
  4. Make the necessary changes and click Save settings.
  5. In the Control Panel, click Close to exit the status window.

Summary of agent profile settings

The following table summarizes profile settings in 8x8 Agent Workspace:

Tabs Features Description

Settings

Connectivity
  • Current country: Select your country from the list. By selecting the country of an agent, you can optimize call quality and routing. It hints the system about the agent's location, and offers improved call quality.
  • Workplace phone: Is a designated number to process interactions in 8x8 Agent Workspace. It can be the agent's desk phone, cell phone, or any other phone.
  • Workplace SIP URL: Specifies the SIP Phone URI of a VOIP phone. The SIP URI resembles an e-mail address and is written in the following format: SIP URI = sip:[email protected]:Port where x is the username and y is the host (domain or IP). For details, see our content on how to set up workplace phone.
  • Connection mode: Shows your connection mode to the contact center. You must be on “Work offline” to change your phone connection mode. If Phone Connection mode is enabled by the tenant administrator, agents can see and enable Persistent Connection mode capability in their profile page. Persistent Connection mode removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface. For details, see our topic on how to change your connection mode.
  • Call phone: Places a test call to the agent's phone number for verification. On answering the verification call, you can set up a voicemail greeting.
General information
  • First name: Indicates the agent's first name.
  • Last name: Indicates the agent's last name.
  • Display name: If enabled by the administrator, agents can enter a customized display name to present themselves. Having a display name helps agents save time and effort to introduce themselves to customers every time they start a new chat. The agent's display name also appears on the Control Panel, Profile page, chat window, and CRM case created after a chat session. The display name can be modified by both the 8x8 Contact Center administrator in the Configuration Manager, or if enabled, by the agents in 8x8 Agent Workspace. The changes immediately appear in both applications.
Personalization
  • Date format: Offers a choice of date formats to apply on all email notifications sent to and from the tenant.
  • Chat message sound: Provides a choice of alert sounds to notify a new chat interaction. Select an interaction sound from the list and click Play to hear the notification sound.
  • Interaction sound: Provides a choice of alert sounds to notify a new interaction. Select an interaction sound from the list and click Play to hear the notification sound.
  • Show chat message notification in browser: If selected, the agent receives a browser notification on an incoming chat from customer.

  • Experience mode: If enabled by the tenant administrators, agents can select to work with the legacy 8x8 Agent ConsoleClosed 8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. interface, or the new and improved 8x8 Agent Workspace. You must be in "Work offline" state to change your experience mode.
Email
  • Workplace email: Indicates the agent's email address. When the agent uses the CRM case management page to send an email, the agent can choose this email address as the From address for the message. Your email addresses can have up to 254 characters.
  • Default from address: Select the default From address for emails to be either the agent's or the tenant's email address. When the agent uses the Local CRM to send emails to customers, the default address is automatically populated or appears as one of the choices in the From list. To send an email from the custom email server, the agent must select their email address.
  • Use inbound channel address if available: When an inbound channel is available, enabling this option makes it the default address.
  • Default signature: Choose the default email signature used when sending email messages from the agent's account. When the agent uses the CRM case management page to send an email, the default signature appears as one of the choices in the Signature list.
  • Email signature: Type the email signature for this account. When the agent uses the CRM case management page to send an email, the agent can choose to insert this Signature in the message.
Queues Available Queues

Lists the queues that are assigned to the agent grouped by media such as inbound, outbound, chat, email, or voicemail. To receive chat interactions, for example, make sure you enable the chat queue by selecting a check box next to the chat. For details, see our content on how to enable or opt out of your assigned queues.

My recordings New recording Allows agents to record up to ten voice messages and play them during an inbound or outbound call. When you place an outbound call and reach voicemail, you can choose to play your pre-recorded voice message, such as a campaign message, and hang up. The application plays the voice recording and terminates the call. If you have direct agent access, you can record a personal voicemail greeting to be played to callers. For details, see how to record personal voice messages.
About Preferences Includes tenant information such as revision, language, experience mode, dial plans, and more. Agents can reset their preferences here.