8x8 Contact Center
Agent Workspace
8x8 Contact Center
Agent Workspace
Learn how to accept customer interactions with 8x8's Contact Center. Find Agent Console training here.
The Agent Workspace has two sections: the 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 Workspace, where you can access your recordings, assigned queues, knowledge base, 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.
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Display Panel
On the right, the Display Panel tabs give you easy access to Cases, Tasks, Customers and Directory.
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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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Inbound Phone Transactions
When an agent status changes to Available they are placed on the longest waiting call in their queue. The customer’s information will be displayed if a case exists for them or they are in your system. At the end of a call the agent gets post-processing time for a final wrap-up before the call terminates.
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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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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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Digital Channels Overview
Communicate with your customers through email, chat and social media.
Chat Interactions
Chat interactions provide a means of responding in real time to customer inquiries. 8x8 Contact Center agents may be assigned to one or more chat queues. As an agent you can process up to six concurrent chats from customers, and an unlimited number of chats with agents.
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Email Interactions
Accept inbound email interactions. Reply immediately to an email interaction, or save a partial reply for later processing. Transfer an email interaction to a different queue. Insert pre-formatted answers to frequently-asked questions into email replies. Pull and optionally delete unread email messages from your email queues.
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