Explain how the status works in 8x8 Agent Workspace
- 8x8 Agent Workspace
8x8 Contact Center Agent Workspace allows you to change your status by selecting a status button in the agent drop down menu. When you are logged in to Agent Workspace, you may or may not be ready to accept new interactions. Choose a status that fits your situation:
In the agent drop down menu, click Available to receive new interactions and access all features. If you are on break you can simply click the Ready to Work button at the bottom of the break status display.
In the Available status you can use tools while waiting for a new interaction, and Agent Workspace is permitted to offer you new interactions. The amount of time you are allotted to accept an offered interaction is specified by your contact center administrator when he or she configured the contact center.
Agent Workspace automatically changes your status to Busy or In Progress when you:
- Accept an incoming interaction.
- Place an outbound call through a queue.
- Busy or In Progress:
When your Agent Workspace status is Busy or In Progress, you are unavailable to receive new interactions. When you are Busy or In Progress, Agent Workspace enables you to access all Agent Workspace tools.
When you complete an interaction, Agent Workspace will automatically changes your status to Post-Processing if the queue the interaction came in on has a non zero post-processing timeout. When your status is Post Processing, you are unavailable to receive new interactions. Use the Post Processing interval to perform any tasks required to finalize the interaction. The amount of time you are allotted to perform Post Processing is specified by your contact center administrator when they configure the contact center.
- Working Offline:
In the agent drop down menu, click Work Offline to prevent Agent Workspace from offering you new interactions, but you can retain the ability to access all features. If your administrators have set up Offline Status Codes you may have to expand the Work Offline to expose the available status codes. Change your status to Working Offline, if you are processing the current interaction, updating the CRM data for a previously received interaction, or taking a break. Regardless of why you are Working Offline, Agent Workspace is not permitted to offer you a new interaction.
- Take Break:
In the agent drop down menu, click Take Break to become unavailable to receive new interactions, and disable access to all features. If your administrators have set up Break Status Codes you may have to expand Break to expose the available status codes.
- Log Out:
When you choose this status, you are logged out of Agent Workspace and do not receive any interactions. You can log out by clicking on Log Out at the bottom of the agent drop down menu.
- If you do not route a call through a queue, your status remains unaffected. If your status is Available while placing an outbound call or receiving an Incoming call, you are open for incoming interactions, and the interaction will follow the endpoint setup.
- If you use Work for Desktop as an endpoint and set it on busy, but you're available in Contact Center, calls will still route to your endpoint. To avoid this, set yourself on Working Offline.