8x8 Contact Center
Supervisors
Learn how to manage customer and agent interactions with 8x8's Contact Center.
Manage Queues
View Queue metrics in real time, for the previous 30 minutes, or from the beginning of the day.
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Live Monitoring
Supervisors can listen to agent calls in progress, or join an agent’s call from the Monitoring tab.
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Call Playback
As a supervisor, you can also play back call recordings for agents under your supervision.
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Reports
Reports provide a detailed look at your contact center’s activity. You can export reports to Microsoft Excel for further analysis or manipulation.
To generate a report, go to the Navigation Menu and select Reports from the drop-down menu.
Notices
Notices are broadcast across your contact center and can be sent with low, medium, or high priority to everyone or to specific groups. Past notices can be reviewed in the Notices tab.
Set Up Voicemail
Use My Profile to record your personal voicemail message (if enabled). Choose your Workplace Phone or SIP URI. Then select Make Verification Call and follow the prompts to record your voicemail greeting.
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Introduction
With 8x8’s live screen monitoring you can monitor audio and agent desktops in real-time.
Log Inlink to this section
Log In to the 8x8 App Panel and familiarise yourself with the features available.
Navigation
Change the Agent view and continuously monitor Agent performance.
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Monitor Agents with Screen Recording
Monitor agents with live screen monitoring, including whispering and barging during interactions.
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Monitor Agents
Monitor agent audio with live monitoring, including whispering and barging the audio during interactions.
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Access an Interaction Record
Locate call interactions recordings and analyze the information contained within the recordings.
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Create a New Labellink to this section
Create a new Label and assign it to a relevant interaction.
Evaluate an Interactionlink to this section
Evaluate an Agent Interaction, making use of the features available when evaluating.
Create a QA Templatelink to this section
Create a new Customer Service Template for use when evaluating agent customer service.
Assigning Permissions
Related Courses
Four fully interactive Self-Paced elearning courses in HTML format.
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Agents or Supervisors will attend a remote, instructor-led training session and product demonstration on how to use Contact Center.
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Learn to create dashboards and reports to analyze Contact Center agent and queue performance.
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Learn the skills necessary to perform common 8x8 Work tasks on your desktop.
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