Update user status

Through the Profile menu, you can modify the status in 8x8 Work for Desktop, Web and Mobile by choosing a different one. When you log in 8x8 Work for Desktop, Web or Mobile you may or may not be ready to accept new queue calls. Choose a status that fits your situation. Set a status based on what works best for you.

To change the 8x8 XF Workspace user status:

  1. Log in to 8x8 Work for Desktop, Web or Mobile.

  2. Click My Assigned Queues in 8x8 Work for Desktop, Web, or My Queues on you mobile.

  3. Click on Profile Menu and select your status.

Note: Even after logging out of the 8x8 XF Workspace application, users with a desk phone will continue to receive calls because the physical phone remains connected and available for calls. To immediately stop receiving calls, users should use the Pause or Resume function within their assigned queue. Supervisors can also pause agents from the 8x8 Supervisor Workspace when necessary.

The following table shows a summary of 8x8 XF Workspace user statuses and options available for each status:

 

Status Description
Available

  • The 8x8 XF Workspace user is available to receive new queue calls and access all features.

  • The 8x8 XF Workspace user can use tools while waiting for a new queue call.

  • 8x8 XF Workspace automatically changes your status to Busy when you accept an incoming queue call.
Busy

  • The 8x8 XF Workspace user is available to receive new queue calls and access all features.

  • The 8x8 XF Workspace user can use tools while waiting for a new queue call
Away

  • The 8x8 XF Workspace user is available to receive new queue calls and access all features..

  • The 8x8 XF Workspace user can use tools while waiting for a new queue call.
Appear offline

  • The 8x8 XF Workspace user is available to receive new queue calls and access all features.

  • The 8x8 XF Workspace user can use tools while waiting for a new queue call.
On Call
  • The user is unavailable to receive new queue calls from8x8 XF Workspace CC queues, but can receive a second direct or Ring Group call, if call waiting is enabled.

Do not Disturb

  • The 8x8 XF Workspace user is not available to receive new queue calls, but all the features are enabled and accessible.
  • Change your status to Do not Disturb if you are processing the current queue call or taking a break.
Offline

  • The 8x8 XF Workspace user is logged out of the 8x8 XF Workspace and does not receive any queue calls.

Check queue and 8x8 XF Workspace user status

8x8 XF Workspace provides real-time information about queues and 8x8 XF Workspace users in the desktop or web app. It shows the number of Interactions waiting to be served in a queue, the Longest waiting time in the queue, and the number of Busy interactions. Supervisors can check the status of queues and 8x8 XF Workspace users they supervise and communicate with users instantly via chat or call.

How does the presence status reflect across the apps?

The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment.

Important: To ensure accurate presence status for 8x8 XF Workspace users, admins must enable one-way presence sync with Microsoft Teams during 8x8 XF Workspace deployments. To learn how to enable Presence Sync, see this 8x8 Support article.

The table below indicates how presence is mapped for users of 8x8 XF Workspace in Microsoft Teams.

Microsoft Teams status 8x8 Work/Analytics for 8x8 Work status 8x8 Supervisor Workspace/8x8 Analytics for Contact Center status Observations
Offline Offline Offline

The status changes to Offline a few minutes after signing out of both Microsoft Teams and the 8x8 for Microsoft Teams app.

Note: To prevent queued calls from being offered, set your status to On break or deselect the queue(s) and click Save before signing out.
Available Available Available  
Busy Busy Available  
Do Not Disturb (DND) DND Working offline  
Be Right Back Away Available  
Appear Offline Appear Offline Available  
Away Away Available  
Available (Out of Office) Available Available  
Out of Office (Purple) + Logged Out Offline Offline You must log out of both Microsoft Teams and the 8x8 for Microsoft Teams app to prevent calls from being offered.
Busy (Out of Office) Busy Available Direct DID calls are still offered.
On Call On Call Working offline  
On Call (Queue call) On call Busy Indicates an active Contact Center queued call.
In a Meeting (Meet now) On call Working offline  
Busy (scheduled meeting, not joined) Busy Available  

Tip: To avoid receiving queued calls after logging out, set your status to On break or manually deselect your queues and click Save before signing out.