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How does messaging work between Virtual Contact Center and Virtual Office?
8x8 Support

How does messaging work between Virtual Contact Center and Virtual Office?

Introduction

With the release of Virtual Contact Center v 9.9, 8x8 is introducing Enhanced Expert Connect, which provides direct messaging between Virtual Contact Center agents using the AGUI and Virtual Office users within the same organization. For more information about the feature, see the 9.9 Release Notes.

Applies To

  • Virtual Contact Center v 9.9 and later
  • Virtual Contact Center Mode 3 tenants
  • Virtual Office Desktop
  • Virtual Office Mobile

Messaging Feature Comparison for Virtual Office and Virtual Contact Center

Feature Virtual Office Desktop & Mobile Contact Center Internal Messaging
User can start a conversation Yes.
  • Initiate a customer chat - No.
  • Initiate an agent chat - Yes.
  • Initiate a chat to members in the organization's directory - Yes (Mode 3 tenants).
Presence

Virtual Office Roster Presence

  • Users may contact anyone in the organization's directory.
  • The sender must be logged in, but the receiver can be either logged in or logged out.
  • There are separate entries for Virtual Office users vs. Contact Center agents.
  • Virtual Office statuses: available, DND, busy, away, invisible.
  • As soon as an agent logs in to the Agent Console, their presence appears as online in Virtual Office until the agent logs out. The agent's status at a granular level, such as Work Offline or On Break, is not visible to the Virtual Office user.

Contact Center Agent Roster

  • Agents may contact any user in their agent group.
  • Both the sender and the receiver must be logged in.
  • Supervisors may contact any agent.
     

Organization Directory Roster

  • This is available only for Mode 3 tenants.
  • There are separate entries for Virtual Office users vs. Contact Center agents.
  • Agents can message any Virtual Office user in the organization's directory.
  • Agents can only message Contact Center agents that have no Virtual Office license.
Conversation Sync and Message History Full history available for 1:1 rooms.

Agent-to-Virtual Office User Chat

  • Virtual Contact Center v 9.9 will show the last 30 messages.
  • Virtual Contact Center v 9.10 will show the full message history.

Agent-to-Agent Contact Center Chat

  • History is available on the current conversation only.
  • Conversation ends when either agent will ends the chat, or when either agent logs out.
Transcript and Monitoring No.

Yes.

  • Monitoring by supervisor.
  • This is configured per agent group, chat queue, or tenant.
Group Chat in Public or Private Rooms Yes. No. 1:1 chat only.
HTML or Rich Text No (links only). Yes (text formatting, lists, images, links).
File Attachments (Images, Video, Documents) Yes. No.
Typing Indicator and Read Receipts Yes. No.

Conversation Scenarios Between Virtual Office and Virtual Contact Center for Users Who Have Both Licenses

Scenario

Sender

Receiver

Messaging from Virtual Office to Contact Center

Virtual Office User

  • The user has to be logged in to send messages.
  • Presence displays according to the Virtual Office roster.
  • Full chat history is available for 1:1 rooms.
  • There is no monitoring.
  • The user can send file attachments.
  • The user does not receive read receipts.
  • There is no interaction in Contact Center, when it is used as a secondary app.

Contact Center User

  • The agent has to be logged in to receive messages (no messages are received while logged out).
  • Full chat history is available for Agent-to-Virtual Office User chat.
  • There is no supervisor monitoring.
  • The user sees links to file attachments.
  • The user receives 1:1 conversations only (no group chat).
  • Full history is available in Virtual Office, when it is used as a secondary app.

Messaging from Contact Center Directory Chat to Virtual Office

Contact Center User

  • The agent has to be logged in to send messages.
  • Presence displays according to the Contact Center Directory roster.
  • Full chat history is available for Agent-to-Virtual Office User chat.
  • There is no supervisor monitoring.
  • The user can send HTML content.
  • Full history is available in Virtual Office, when it is used as a secondary app.

Virtual Office User

  • The user can be logged out to receive messages.
  • Full chat history is available for 1:1 rooms.
  • There is no monitoring.
  • The user sees links to HTML content.
  • There are no typing indicators.
  • There is no interaction in Contact Center, when it is used as a secondary app.

Messaging from Contact Center Agent Chat to Contact Center

Contact Center User

  • The agent has to be logged in to send messages.
  • Presence displays according to the Contact Center Agent roster.
  • Conversation history on the current agent-to-agent interaction is available.
  • Supervisor monitoring on current interaction is available.
  • The user can send HTML content.
  • Full history is available in Virtual Office, when it is used as a secondary app.

Contact Center User

  • The agent has to be logged in to receive messages.
  • Conversation history on the current agent-to-agent interaction is available.
  • Supervisor monitoring on current interaction is available.
  • The user can receive HTML content.
  • Full history is available in Virtual Office, when it is used as a secondary app.

 

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