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How to Assign Supervisor Level in 8x8 Agent Console
8x8 Support

How to Assign Supervisor Level in 8x8 Agent Console

Objective

To assign supervisor level access for an 8x8 Contact Center user.

Applies To

  • 8x8 Contact Center
  • Supervisors
  • 8x8 Agent Console

Procedure

  1. Confirm that the supervisor has been added as an 8x8 Contact Center user in the Virtual Office Account Manager portal (Accounts > Add New User Profile). 
  2. Log in to Contact Center Configuration Manager.
  3. Click Agent. 
  4. Click Supervisor.
  5. Check the box for This user is supervisor and Allow this supervisor to monitor calls.Screen Shot 2019-09-09 at 3.11.52 PM.png
  6. Assign all the queues and groups that this supervisor needs to monitor and retrieve recordings.
  7. Select Save to apply changes.

Have the user log out and log back into the 8x8 Agent Console.

Access Monitoring

  1. Log in to Agent Console.
  2. Click Work Offline.
  3. Select Menu > Monitoring.

Additional Information

In order to listen to call recordings, the Supervisor Agent's Monitoring needs to be assigned to the queues and Agent Groups.