Open Forum

Hello

With the move from Agent Console to Agent Workspace, I was wondering if many of you have made the move or have tested the new Agent Workspace.

We have looked at Agent Workspace, and it looks good. It's more responsive and has a cleaner look and makes better use of the available desktop space.

The only issue, and a major one for us it that agent and queue status tabs are not available in the console pane of Agent Workspace.

Does anyone know if 8x8 plans to add the agent and queue status to Agent Workspace? I guess the workaround is to create Realtime reports for the agents, but it's nice having everything you need in the one view.

Your suggestions are appreciated.

Hi Ralston

Thanks so much for your feedback and question.  I'm one of the product managers within 8x8 Contact Center, so it's always great to hear customers' thoughts and feedback.

We've had a lot of feedback about the change of view in the console, and the fact that agent and queue status are not immediately visible; and we recognise that this is one of the biggest changes for customers to make.

From what I hear, there are two frequently used scenarios for those wanting to have an "at-a-glance" view of colleagues' status/availability and queue stats: 

> Supervisors/Team Leaders use these extensively to manage advisors' behaviours and levels of contact demand from customers
> Advisors use these when deciding who to transfer contact to when they have more than one option/phone number to transfer to

For Supervisors/Team Leaders, we are replacing this view with a brand new Supervisor Experience; that will show all the most important stats that this persona would need.  After the initial version is released then current plans are that it will quickly move towards a highly configurable user interface - allowing for personalisation (please note that plans may change and please make decisions on software that is currently generally available).

For advisors, we have added status to the transfer screen - making it easy to identify options for transferring:

We'll be adding more filter functionality this quarter; so you can filter just on advisors, or all colleagues/contacts in the directory; and also have the ability to filter on presence state (e.g. only available advisors).

We appreciate that this is a big change but with the screen space we save with this, we can repurpose this for an improved omnichannel experience.

Glen