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Glen Blow

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RE: Blended Outbound and Inbound calls

Posted By Glen Blow 01-24-2024 01:25
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Hi @Joe Konecny Thanks for posting in the community. I'm one of the product managers at 8x8 and would be really interested in what would work well for you here. Thanks Glen

RE: VCC Reporting

Posted By Glen Blow 11-07-2023 01:31
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Hi Andy Thanks for posting. We are actively working on this, we're planning to release a new queues management experience in CC Config Manager, and as part of this work, CC auditing will be built in. We're expecting this to be available around April next year. Since the auditing is done "at system level" ...

RE: Agent and Queue Export

Posted By Glen Blow 10-26-2023 01:24
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Hi Jonathan & Ben Thanks for your posts and contributions to the 8x8 community. Jonathan - I think your workaround for the export is a genius move - thanks for sharing this. As the product manager who's recently taken over Admin Experience I just wanted to reassure you that we have CC audit firmly ...

RE: User activity report showing sign in/out

Posted By Glen Blow 06-22-2023 01:37
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Hi Rommel Thanks for posting your question to the community. Guessing your request is for Contact Center as 8x8 Work apps are consumed on a named-user basis? Please can you let me know? Many thanks Glen ----- Glen Blow 8x8 Snr Product Manager - Platform Admin + Contact Center linkedi ...

RE: Agent call recording

Posted By Glen Blow 06-21-2023 01:21
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Hi Michael Completely agree with David's comments and endorse them. Just a general point about recording - having calls recorded in the cloud, centrally on the platform is generally the best policy. It's much easier to control elective recording (where users start/stop or pause/resume recording). ...

RE: VCC Agent Workspace - Agent unable to answer a call but receives chats no issues?

Posted By Glen Blow 02-10-2023 01:04
Found In Community: Open Forum \ view thread
Hi Lindsay Thanks for posting your comments here; I'm a Product Manager in the Contact Center team here at 8x8 so keen to help customers with their product experience. I wonder if you can help me with more details about this user's particular set up please? For example on my demo CC tenant - I have the ...

RE: ACCESS

Posted By Glen Blow 01-03-2023 03:13
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Hi Julie Thanks for your post and happy new year to you. Just to let you know that the queues are available from the My Assigned Queues feature (either via the button when you're not handling any interactions - or via the main menu at any time): Also as team leader you may have access to monitoring ...

RE: ACCESS

Posted By Glen Blow 01-03-2023 03:13
Found In Library: Open Forum

8x8 Contact Center - making clicking the wrap up button mandatory

Posted By Glen Blow 09-21-2022 09:42
Found In Community: Open Forum \ view thread
Hi everyone I'm one of the product management team for 8x8 Contact Center. We've had some feedback that when you have one or more mandatory transaction codes​ that customers would like their staff to have to press the wrap up button to save their changes. Currently, if all mandatory transaction codes ...

RE: New contact center thoughts

Posted By Glen Blow 09-08-2022 01:20
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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 ...

RE: Agent Workspace and status tabs

Posted By Glen Blow 08-10-2022 00:18
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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 ...