Virtual Contact Center supports open Computer Telephony Integration (CTI) with Single Sign-On access from the native Zendesk environment. Zendesk users can launch 8x8 Virtual Contact Center app with just a click and reap the benefits of the integration.
Select 8x8 Contact Center app from the list.
At the prompt, enter your Virtual Contact Center tenant URL.
Once the app is installed, 8x8 app icon appears in the header bar.
Note: If you do not provide the tenant name, SSO is disabled. The Virtual Contact Center app asks for your credentials the next time you log in.
Enter the Login URL. Append /access/login to the service URL as in https://subdomain.zendesk.com/access/login.
The Screen Pop configuration in the Configuration Manager is now complete.
Screen Pop refers to the process of presenting end user data to an agent automatically during an interaction eliminating the need to manually search for the customer data. Screen pop occurs when the interaction is offered to an agent within the Zendesk dashboard. The process involves searching for end user records with one of the followings:
The Screen Pop applies to inbound transactions including phone, chat, and voicemail. If the search retrieves multiple records, the Screen Pop lists all matches in a table and displays the details of the first record. If the search fails to find matching records, then pops a new end user record.
An auto log is triggered when a phone or chat interaction using the 8x8 Virtual Contact Center application is terminated. An auto log captures transaction details of interactions. For example, a call log includes information such as the call answered time, call duration, call termination time, and more.
Accepting an inbound interaction triggers a new ticket. At the termination of the call, the ticket gets updated with the auto log information.
For Zendesk users to log in to 8x8 Virtual Call Center, you must ensure agent accounts in Virtual Contact Center are configured using the same email ID as the corresponding Zendesk user login.
Click Login. You are logged in automatically.
The app launches placing you on Break status.
For more information on agent status, refer to the Quick Start Guide.
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