Create an Outbound Queue

An outbound queue is a list of customer details to be contacted by dialing out. To create an outbound queue, choose Configuration from the Navigation bar then click on Agents, Teams and Queues. Then click on the Queues Tab.
More Info >


Optimise Queue Settings

The queue settings can be manually modified to suit your contact centre. The options for an outbound queue allow modifying the retry times and max Attempts so the system will dial the number again.
More Info >


Create an Inbound Queue

An inbound queue is necessary to receive and manage incoming calls. To create an inbound queue, navigate to the Agents, Teams and Queues from the Configuration menu and select the Queues Tab.
More Info >


Assign Agents to Queues

You can assign agents to specific queues from Agents, Teams and Queues under Configuration. To assign an agent to specific queues, click the Gear icon of the right side of the agent to be assigned, then select Assign Queues.
More Info >


Create Outcomes

Call outcomes are required when finishing a call with a customer. Not only are they needed to complete the call, but they are vital to the reporting features of the system. They can also be used in conjunction with other reports to monitor overall business and agent performance. To manage Outcomes, hover over the Configuration icon in the Navigation bar and click on Outcomes and Tags.
More Info >


Import Data

The import data section allows you to upload CSV files which are used in the system as a Dataset. This will then dial out records once you have assigned the dataset to an outbound queue. For the import data tool, hover over the Data icon in the Navigation bar and click on Import Data.
More Info >

Top Up and Billing

The Billing Overview provides a general overview of how much you have spent over the last 6 months in a month by month breakdown.

To top up your balance, hover over the Configuration icon from the Navigation bar and click on Billing. Click on the Top Up button located on the top right hand corner of the screen.
More Info >


Next Steps

Getting Started    Handling Calls    System Setup

Want to browse our courses and schedules?

Our learning portal details all our training in one comprehensive list.

View our course catalog >

What is 8x8 University?

8x8 University is your one-stop solution to all your training needs.

Visit our FAQ >

Need more support help?

8x8 Support knowledge base has the answers to your questions.

Find your answers >

Do you have questions or comments about the 8x8 University?Leave us a message!