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8x8 Contact Center MAPanel 2.0 Overview

Overview

8x8 is releasing a new MAPanel integration for Contact Center. Currently this new integration is available only in Salesforce.

In this article we provide a catalog of the changes that you'll see in MAPanel v2.0 over previous versions.

Applies To

  • 8x8 Contact Center
  • Agent Workspace
  • Integrations
  • Salesforce

MAPanel v2.0

What is MAPanel?

MAPanel is a collection of components in our Contact Center product that facilitates integration with external CRMs like Salesforce, Zendesk, ServiceNow etc. It allows users to search for CRM records, to screen pop them, and log tasks/activities against the records whilst handling contact from them.

MAPanel is present in both Agent Console and Agent Workspace user interfaces.

MAPanel v2.0 currently applies to only to Agent Workspace embedded in Salesforce CRM (limited availability release).

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  • Agent Console: For customers who use Agent Console within Salesforce, there will be no change to the user experience.
  • Agent Workspace: Multiple updates include pronounced changes over MAPanel v1.1, as shown in the sections below.

The MAPanel menu UI component has been redacted in v2.0.

MAPanel 1.0 MAPanel 2.0
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Searching for CRM records

The process for matching CRM records is radically improved.

Before the user answers an offered interaction, the MAPanel will indicate that it is searching for CRM records.

Toaster Notification Collapsed Toaster Notification Expanded
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If the user answers an offered interaction before the CRM search has completed, the user interface will indicate that a record search is being performed.

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MAPanel 2.0 within the Agent Workspace will display different visual cues for scenarios where there are no matching records, a single exact match, and multiple matches. This includes the number of matching records found.

No Match Single Match Multiple Matches
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CRM Search & Linking Interactions

Within each MAPanel 2.0 interaction, the user can search for other CRM records, and link the interaction to the required record.

MAPanel 1.0 Experience MAPanel 2.0 Experience
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Dispositions

MAPanel 2.0 offers users the ability to add dispositions for both 8x8 Contact Center and Salesforce, all using the familiar and efficient Agent Workspace user experience.

MAPanel 1.0 Experience MAPanel 2.0 Experience
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Reminders

Follow-up tasks/reminders can be scheduled for both 8x8 Contact Center and Salesforce if required.

It's also possible to configure the system to use only Salesforce reminders, or only 8x8 Contact Center reminders, or to not use reminders at all.

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Notes

Multiple Notes fields can be configured in Salesforce CRM and are made accessible in the Notes tab.

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