What's new in October 2024?
8x8 Supervisor Workspace released the following features in October:
Redesigned Agent time widget
The Agent time widget has been redesigned to allow you to view the average time spent per status per agent or selection of agents. The average time is shown for the current day, in percentage, and is calculated by dividing the time an agent spent on each status by their working hours.
The widget displays data for the following statuses in this specific order:
- Available
- Busy
- Wrap up
- Working offline
- Break
Note: When using the filters to select multiple agents, the Agent time widget will display the average time per status for all the selected agents.
New metrics for configuring Agents and Queues tables
We have introduced new metrics when configuring columns in the Agents and Queues tables. These metrics give you more insights into agent performance and customer satisfaction. The following new metrics are now available:
- Agent metrics:
- Average hold: Lists the average time an agent has placed a call on hold.
- Hold: Lists the number of call holds the agent has performed.
- Queue metrics:
- On-break: Lists the time the agent has spent in the On Break state.
- Short abandonment %: Lists the percentage of all interactions that finish (end) in abandonment but are under the short abandonment threshold divided by all entered interactions.
To learn more, see configure agents table and configure queues table.
What's new in September 2024?
8x8 Supervisor Workspace released the following features in September.
General availability of 8x8 Supervisor Workspace
We are excited to announce the general availability of 8x8 Supervisor Workspace for all 8x8 Contact Center supervisors. This new tool offers a personalized workspace for supervisors with pre-configured widgets, while providing real-time insights into your 8x8 Contact Center. Supervisors are empowered to take quick actions to meet customer expectations and business needs. You can manage your agents and queues more efficiently by monitoring performance-based data in your workspace. With 8x8 Supervisor Workspace, you can:
- Configure agent and queue widgets to customize your workspace
- Track queue performance metrics
- Track agent performance metrics
- Select queue metrics to display in your workspace
- Select agent metrics to display in your workspace
- Manage agents in a queue
- View queues assigned to an agent
- Configure workspace pages
- Configure filters to display relevant metrics
- Change an agent's status
- Review agent interactions
- Monitor agent interactions
- Access agent and queue metrics on a mobile device
To learn more about all other features, see about 8x8 Supervisor Workspace. To learn how to access this new tool, see get started.
New filter criteria for Agent Status
We have introduced a new Agent Status filter when configuring your workspace. This new filter criteria allows you to display relevant metrics based on agent statuses. From your workspace, click 
to display the filter bar and access the Agent Status filter. To learn more, see configure workspace filter.
Redesigned Waiting in queue widget
The Waiting in queue widget has been redesigned to display metrics by media type for interactions waiting the longest in a queue. These metrics are grouped by phone, chat, or email interactions. It ensures supervisors have a consistent user experience when navigating between 8x8 Supervisor Workspace and our 8x8 Contact Center offerings. To learn more, see the widgets library.
To learn more about features and enhancements introduced in the past, see our previous releases.
