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  • 1.  New contact center thoughts

    Posted 09-06-2022 12:52
    Does anyone like the new contact center look and feel? Our call center manager hates it. She complained that you have to look at multiple windows now to see all the queues and the people in the queues. Transferring between queues is much more difficult. And there was zero training or instruction from 8x8 on how to use the new look and where things moved to.

    Honestly, this change has made us start looking for an alternative phone solution. Maybe we are overreacting, so I'm interested in others' thoughts.

    Thanks!

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    Jeremy Robinson
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  • 2.  RE: New contact center thoughts

    Level 1 Contributor
    Posted 09-06-2022 23:52
    Hi Jeremy,

    Thanks for the feedback. While I'm not a contact center user and can't speak to the agent experience with handling interactions, I do like the upgraded interface. It definitely feels like a modern app with the upgrade.

    Regarding the functionality on your managers feedback, there is a separation between the queues and contacts. According to the release notes, the interface was streamlined to allow agents to focus better on handling interactions. I find that once you're in your assigned queues, clicking on the "Contacts" icon switches between agents and queues pretty quickly.






    There is an option to go back to the original interface for those in your organization that don't like the change. 8x8 list the steps to update this here: Activate 8x8 Agent Workspace .

    Note that your contact center admin will need to make this change and can apply this on a per agent basis, agent group or for all agents.

    It's a good thing that this choice is available and for those that like the changes can stay put while others, like your manager, can go back to the classic interface. I'm guessing they made this is option available to help people transition over to the new interface.

    I do suspect the classic interface will be retired at some point in the future but I don't have any insight on when that will happen.

    As far as training goes, the Agent Workspace User Help guide does a good job providing an overview of the changes to the interface. I have to admit that I ran into this by accident as this information wasn't readily available while I was researching your question. 

    The link to this guide can be found here Tour the 8x8 Agent Workspace.

    I hope this helps. If you or your manager would like to discuss this further, please let me know and I'll be happy to walk through this.

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    Jahmal Abbott
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    Original Message


  • 3.  RE: New contact center thoughts

    Posted 09-08-2022 01:20
    Hi Jeremy

    Thanks for the feedback regarding the new contact center experience.  I'm a member of the 8x8 Contact Center product team; and always open to hearing both positive and negative feedback since we do want to get things right for our customers.

    As someone who ran a 130 seat outsourcer contact center in the past, I can totally relate to your manager's frustrations when moving from the "classic" experience to the new contact center experience.  However the good news is that we are fast approaching a beta trial of a dedicated Supervisor Workspace that should not only solve these problems, but also provide a more rich and insightful experience for managers/team leaders.  I do appreciate that in the interim there is a gap where either the monitoring window needs to be launched or staff need to access "my assigned queues".

    I fully take on board your feedback about communication.  We've had to rely on emailing admin/maintenance contacts for this upgrade; but we have now just released in-app notifications so this barrier is removed.  Again, I appreciate that this happened a little late for your customer tenant.

    I'd be very happy to have a call with you/your manager to discuss your feedback if that was of interest?  Just let me know in this thread and we can arrange something convenient for you.

    Thanks for contributing to the community
    Kind regards
    Glen

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    Glen Blow
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    Original Message


  • 4.  RE: New contact center thoughts

    This message was posted by a user wishing to remain anonymous
    Posted 09-22-2022 00:19
    This message was posted by a user wishing to remain anonymous

    It seems 8x8 are aware they dropped the ball on this.
    https://community.8x8.com/discussion/agent-workspace-and-stat#bm4e881ce5-bb9a-4d2e-bb75-4fbcd5f4da27
    Original Message