8x8 Contact Center
Agent Console
8x8 Contact Center
Agent Console
Learn how to accept customer interactions with 8x8's Contact Center.
Single Sign-On
Log in to Contact Center using your Contact Center URL or through the 8x8 Unified Log In Page.
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Reset Your Password
You can reset your password from the link on your sign in page. You’ll receive an email with instructions to change your password.
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The Agent Console has three sections: the Navigation Menu, Control Panel, and Display Panel. This is where you’ll handle customer transactions, view queue activity, and manage cases.
The Navigation Menu is the drop-down menu at the top left of your Agent Console, where you can access your profile, settings, help menu, and other commands.
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Control Panel
The Control Panel on the left side lets you manage incoming transactions via phone, chat, email or voicemail; view agents and queue activity; and chat with coworkers.
The tabs you see will depend on which channels are enabled by your administrator.
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Display Panel
On the right, the Display Panel tabs give you easy access to Cases, Tasks, Reports, and My Profile.
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Profile Setup
In your Profile menu you can configure settings such as your workplace phone number and email signature.
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Status and Logout
Some companies use Status Codes to track agent status. If required, select the appropriate code from the Status menu each time you change status. You must be On Break or Working Offline before you can log out of Contact Center.
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Inbound Phone Transactions
The longest waiting call or highest priority interaction in a queue is delivered to the next available agent.
At the same time, Contact Center’s local CRM will search for existing records in the database based on the caller’s phone number. If the customer is in the system or if a case exists, the CRM will display that customer’s information.
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Outbound Phone Transactions
Agents assigned to this queue can make outbound calls to external numbers or contacts. Outbound phone codes may be required to set Caller ID options, or to track the purpose of an outbound call.
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Agent-to-Agent Calling
You can call another agent by entering their full phone number in the Phone tab, or by selecting the menu option in the Agent Status tab.
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Three-Way Conferencing
You can click Join Lines to merge two active phone calls into a three-way conference.
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Transfers
Transfer a call with a warm introduction, or complete a blind transfer without speaking to the receiving party. You can also transfer calls back to a Queue or to an outside line.
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Pre-Recorded Voice Messages
You can pre-record messages to play during inbound or outbound calls, for example, if you reach a customer’s voicemail. If you have Direct Agent access, you can record a personal voicemail greeting for your extension. To play pre-recorded messages, select Options from the drop-down menu during a live call.
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