Handle calls

To receive or place calls using 8x8 Contact Center for Zendesk, you must:

  • Be a member of the call queue to which the call is routed.
  • Set your status to Available.

Call flow

If 8x8 Contact Center for Zendesk is open and you are in the Available state, the Phone tab blinks red, indicating an inbound interaction. Click to answer the phone and open the end-user record in a browser tab.

When a call is offered, the phone tab blinks red. If the caller is an existing customer, the end-user record opens in a browser tab as soon as the call is offered, allowing you to preview the customer details and prepare to greet accordingly.

To accept a call:

  1. Answer the call.
  2. If there is a match, a red dot appears next to the Search tab in 8x8 Contact Center for Zendesk. Click the Search tab. The matching record is selected by default under Assign.
  3. In the Wrap up section, add information in the agent-injected data fields, such as Ticket Type, Priority Type, Ticket Status, and Privacy.
  4. Click Save. The wrap-up notes you entered appear in the call log.

    Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.

  5. End the call.
  6. If applicable, the post-processing time initiates. This is your time to add more notes for the call.

    Note: Your administrator sets the post-processing timer. If the post-processing countdown interval reaches zero, 8x8 Contact Center for Zendesk automatically sets your status to Available.

  7. Click End Post Processing, or wait for the call to terminate.
  8. At the termination of the call, a call log is automatically generated and pops in a new browser tab. The call log typically includes information on the transaction ID, call initiation time, call termination time, call duration, and more. If the call is recorded, the recording is accessible via a URL in the call log, but requires the API token generated in 8x8 Contact Center 8x8 Admin Console. Contact your administrator for the API token.
  9. Click to submit the log as Open, Pending, or Solved by indicating the caller name and agent’s name.
  10. Click Work Offline if you need more time to complete any post-processing tasks or add notes.

About screen pop

A screen pop is presented when an inbound call is offered or an outbound call is connected. The screen pop searches the caller’s name, email ID, and phone number, and shows you whether there is a matching record in the Zendesk database. Upon finding a matching record, the integration presents the record for you to preview and prepare for the call you have received. The search may return:

  • Single match: When the call is offered, the matching record is presented in a new browser tab for your preview. The match is also listed in the Search tab. Upon the termination of the call, a call log is automatically generated. The optional information added by you or another agent is also displayed in the call log.
  • Multiple matches: In the event of multiple matching contacts, the 8x8 Contact Center for Zendesk lists all matches in the Search tab. By default, the call log is associated with the first record in the list. You can associate the call with another record in the list or simply search for another record. Click next to the desired record to view the details.
  • No match: In the absence of matching records, no record is presented. A call log is created after the call ends. While the call is active, the agent can add the agent-injected data via the Search tab. This data is saved and presented in the call log after the call is ended.

Call log behavior

Upon terminating a call, 8x8 Contact Center for Zendesk generates a call log. The call log includes information such as the transaction ID, the time the call was answered, and the duration of the call. A call log is created for inbound and outbound interactions and automatically saved as a ticket. The ticket type, priority, and status can be indicated by agents while the call is active. For details, see our content on Call Ticket Wrap-Up Fields.

The call log also includes a link to the recorded call. To access the recorded call, you need the API token by your administrator. You can change the status of the activity to Complete or any desired state.

Depending on the number of matches, call log can be linked to the end-user record as follows:

  • Single match: If there is a matching record, the call log is created and associated as a ticket to the record.
  • Multiple matches: In the event of multiple matching contacts, there will be no screen pop. The call log is created and associated as a ticket to the first record in the list.
  • No match: In the absence of a matching record, a message indicates the lack of a matching record. The call is logged as a ticket.

Use call ticket wrap-up fields

During a call, call ticket wrap-up fields appear within the Search tab of 8x8 Contact Center for Zendesk. These fields are used to generate information within the call ticket. Follow the steps below to understand how to select the fields and save the information with the call ticket generated from that call.

Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.

To use call ticket wrap-up fields:

  1. During a call navigate to the Search tab within 8x8 Contact Center for Zendesk.
  2. The Wrap Up section displays agent injected data or wrap-up fields which are used to save call ticket information, as well as the number and contact information.
  3. Using the drop-down menus for each wrap-up field, select the Ticket Type, Priority Type, Ticket Status and Privacy values and click Save. If you fail to save the values you select, the default values are saved in your call ticket.

Assign ticket type

Ticket types are used to define the type of call. The ticket types available are generated through Zendesk, and are selected by the agent either during the call or once the call has finished. Some examples of ticket types may include Question, Incident, Problem, or Task.

Assign priority type

The priority type field indicates the priority of the ticket once it has been created. This can help determine the urgency of the ticket. Priority types are set up by Zendesk and selected by the agent during the call, or once the call has finished. Some examples of priority types may include Low, Medium, or High.

Assign ticket status

Every ticket has a status, and the status helps define whether the ticket requires action or has been solved. Ticket statuses are set up by Zendesk and selected by the agent during or after a call. Some examples of ticket statuses include Open, Pending, or Solved.

Assign privacy

There are two types of privacy levels which can be set; Private Comment and Public Comment. A Private Comment is visible only to internal agents, whereas a Public Comment is visible to internal agents as well as the contact linked to the ticket. When a Public Comment is made, the linked contact is notified.

Create and assign ticket tags

In addition to the Ticket Type, Priority Type, Ticket Status, and Privacy fields, ticket tags are an additional field which only displays if set up. Ticket tags can be created by the agent.

To create ticket tags:

  1. In 8x8 Contact Center for Zendesk, click the Settings icon.
  2. From the list, go to Integrations > Zendesk.
  3. In the Ticket Tags field, enter the names of each ticket tag separated by a semicolon.
  4. Once you create your ticket tags, a new Ticket Tag field appears in the Wrap up list during or after a call. This information feeds into the call ticket in the same way as other wrap-up fields.

Once Ticket Tags have been created in this way, a new wrap-up field appears in the Wrap up list during a call. This information feeds into the call ticket in the same way as the other wrap-up fields.

Place outbound calls

You can place outbound calls using the Control Panel by simply entering the desired number in the Phone tab and clicking Dial. Using the Control Panel, 8x8 Contact Center allows you to make outbound phone calls to:

  • Customers
  • Agents

The Agent Console uses a two-step process to dial an outbound call.

To place an outbound call:

  1. Enter a customer phone number under the Phone tab in 8x8 Contact Center for Zendesk and click Dial. Your agent telephone rings first.
  2. Answer the call. The call is then directed to the destination. Your external phone number rings next.
  3. If the phone number is linked to a contact, the contact record pops after the call connects. If there is a match, a red dot appears next to the Search tab in 8x8 Contact Center for Zendesk. Click the Search tab. The matching record is selected by default under Assign.
  4. In the Wrap up section, add information in the agent-injected data fields, such as Ticket Type, Priority Type, Ticket Status, and Privacy.
  5. Click Save. The wrap-up notes you entered appear in the call log.

    Note: Wrap-up fields can only be populated from the 8x8 integration during an active interaction.

  6. Once you end the call, a call log is offered. Contact your supervisor for your contact center's policies to place outbound calls. The log includes information about the time the interaction was initiated, accepted, and terminated, along with the interaction transcript.