Following the announcement of the Agent Console End-of-Support / End-of-Life (EOS/EOL) dates (EOS on August 5th, 2022 with an EOL date of January 31, 2023), 8x8 is relentlessly focused on making it easy for you to make the switch to our newly launched, and award-winning, Agent Workspace.
Agent Flex is a program we will be running starting Aug 1, 2022, to help guide users through the transition from Agent Console to Agent Workspace.
- 8x8 Contact Center
On Aug 1, 2022 8x8 will enable agents and supervisors currently using Agent Console in 8x8 Contact Center to self-select Agent Workspace as their user interface of choice, if they wish.
This will allow users to explore all the benefits of Agent Workspace without administrators having to manually roll out this change.
Agent Flex also allows users to toggle between the two experiences (Agent Console & Agent Workspace) should they need to switch back and forth, again, with no administrator intervention required.
Admin Action Required
Frequently Asked Questions
Will agents’ and supervisors’ user interfaces be changed automatically?
No - from Aug 1, 2022, agents and supervisors will continue to use Agent Console if this is their usual user interface. They will have the option to change to using Agent Workspace if they wish.
Can agents and supervisors change back to Agent Console if they wish?
Yes - they are able to choose whichever Agent Experience they wish at any time - with no limitations as to how many times they switch.
How do I change which user interface I use?
Full details of how to choose your desired Agent Experience are contained in this KB Page
When will Agent Flex be running?
Agent Flex will be running from Aug 1, 2022 to Jan 31, 2023.
How do I opt out of Agent Flex?
It is not possible to opt out of Agent Flex. However, rest assured that agents’ and supervisors’ experiences will not change automatically.
Can I upgrade to Agent Workspace earlier than Jan 31, 2023?
Yes, you can upgrade users, groups of users or your whole tenant at any time. We recommend upgrading to Agent Workspace as soon as possible to take advantage of increased efficiency and improved employee experience. Details of how to upgrade users can be found here.