June 2022 - Contact Center Monthly Communication

Keyboard Navigation: WCAG Accessibility

• The Agent Workspace Control Panel, My Profile, and Knowledge Base user interfaces are fully navigational using just the keyboard, in compliance with Web Content Accessibility Guidelines (WCAG) standards.

Resize Control Panel

• A new update for the Agent Workspace that makes it possible to resize the Control Panel area. A handle will be available, allowing the user to click and drag to increase or decrease the width size.   

• We are also adding the ability to expand or collapse the sidebar to make it easier to see who you are speaking with in each interaction.

Merge Directory of 8x8 CC & 8x8 Work Users

• The Contact Directory now combines users with CC and 8x8 Work licenses into a single contact, shows their time in state, and filters within the list. 

• 8x8 CC users are denoted with a headset icon within the Contact Directory. In contrast, Work users have a person icon, making it easier to quickly identify which user you are looking for or communicating.

• You will also be able to apply a persistent filter, filtering by presence, by group, and exclude non-CC users.

Webchat Attachments

Customers and agents alike will now have the ability to send attachments when communicating via webchat. Attachments include the following: 

• Images

• Videos

• Documents (PDF etc.)

An agent is also able to receive inbound messages from a customer.

In this instance here, the customer is able to add an attachment for a PDF which, is then delivered to the agent to download