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8x8 Support

8x8 Contact Center Supervisor Workspace Beta Program

Overview

8x8 is launching a beta program for Contact Center Supervisor Workspace. Details on the program are below.

Applies To

  • 8x8 Contact Center
  • Supervisor Workspace

FAQs

What is new with 8x8 Supervisor Workspace and why should I care?

Supervisor Workspace is a new Contact Center feature aimed at centralizing all common Contact Center Team Leader, Supervisor, or Manager tools to effectively manage the operation. 

What is the duration of the program? How much time will be required of the users throughout the program? 

The program will last for two weeks. This is sufficient time for Supervisors to get a clear understanding of the new interface and for us to capture feedback. Supervisors will also be asked to join two 30-minute feedback sessions: one at the mid-point and one at the end of the program period. We will share a diary study for users to quickly record their thoughts on using the tool on a daily basis. We also invite in-tool feedback at any point. The beta period runs the weeks of January 16 and January 27.

Is there any way I can see the new interface before signing up?

Unfortunately, we are not able to share a sneak peek of the new interface prior to the onboarding process, during which we will ask you to acknowledge an NDA to ensure the confidentiality of our product. But we are happy to see that you are just excited as we are about the new customized experience! 

Is there an option to use the new interface before switching over?

Short answer: YES! As long as you have spare credentials, you can check the interface before switching over.

Will training be provided prior to the start of the program? 

We will have a kick-off recording shared at the launch of the program, where all the participants of the program will be shown the basics. We expect the new interface to be intuitive enough to be understood and used with no additional training. Pretty awesome, right?

Will the new interface used during the program run in a live environment? 

Yes! All the participants will run the interface in a live environment for the entire two-week duration of the program.

What previous capabilities will the participants be able to use? 

All of them! All the participants will have access to the new customized experience in conjunction with the other tools they are currently using. Users will be able to do their business as usual and experience the benefits of the new interface in context, not in isolation. 

What browsers are supported? 

To get the most out of the new Supervisor Workspace, we encourage you to use the Work Desktop application or the web application on either Chrome (Google) or Edge Chromium (Microsoft). Unfortunately, Internet Explorer 11 will not be supported (Microsoft announced they will retire Internet Explorer 11 in August 2022). 

What about analytics? Will this impact existing dashboards and reports? 

You will be able to monitor and report on all of your users using your existing dashboards and reports, with no changes whatsoever. 

Will there be an incentive or a reward for participation? 

Yes! We value your time and effort in helping us build the best-in-class products and services. Reach out to us at supervisor-beta@8x8.com for more details about the incentives. 

What is the maximum number of users that can try the beta version?

For the time being, we can only accommodate 3-5 supervisors. If you would like to have more supervisors try the beta version, reach out to us at supervisor-beta@8x8.com to discuss whether or not that will be possible.

How will I submit feedback during the program? 

We ask that program participants submit potential bugs via the new workspace, and we ask that participants record their perceptions and reactions to the software via a short diary study. The diary study is a daily short questionnaire about your experience with the system. We will share guidance on participating in the diary study and submitting feedback during the kick-off process.

What will happen to any data collected in the new interface at the end of the program? 

Any user input will be recorded and stored in the same way as it happens currently, and it will be available both during and after the duration of the program.

Additional Information

Haven't found the answer you were looking for? Send us an email at supervisor-beta@8x8.com.

 

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