8x8 Contact Center
Supervisors
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 In
Log In to the 8x8 App Panel and familiarise yourself with the features available.
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 Label
Create a new Label and assign it to a relevant interaction.
Evaluate an Interaction
Evaluate an Agent Interaction, making use of the features available when evaluating.
Create a QA Template
Create a new Customer Service Template for use when evaluating agent customer service.
Assigning Permissions
Assign Live Monitoring Permissions to a given Role.
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