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.

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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.

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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Accessing Call Interactions

Locate call interactions recordings and analyze the information contained within the recordings.

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Assigning Permissions

Assign Live Monitoring Permissions to a given Role.

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Related Courses

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Core modules include introduction to contact center, manage interactions and supervisor functions.

Agents or Supervisors will attend a remote, instructor-led training session and product demonstration of how to use Contact Center.

Contact Center Adoption Kit Free

Contact Center Agent and Supervisor Remote Training

Core modules include introduction to contact center, manage interactions and supervisor functions.

Agents or Supervisors will attend a remote, instructor-led training session and product demonstration of how to use Contact Center.

Contact Center Adoption Kit Free

Core modules include introduction to contact center, manage interactions and supervisor functions.

Contact Center Agent and Supervisor Remote Training

Agents or Supervisors will attend a remote, instructor-led training session and product demonstration of how to use Contact Center.

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