Skip to main content
Virtual Contact Center Agent Stuck on a Call
8x8 Support

Virtual Contact Center Agent Stuck on a Call

Symptom

One of my Virtual Contact Center agents is stuck on a call that won't end.

  • Applies To

  • Virtual Contact Center Agent
  • Stuck Calls

Resolution

Log into VCC AGUI as Supervisor:

  1. Select Menu > Monitoring Drop-Down to launch new window.
  2. Agent Management Section.
  3. Monitor tab.
  4. Hover Over Agent you want to log out.
  5. Select Logout for the selected agent.

This will force log out the agent and end the call. The agent will need to re-log back into 8x8 AGUI.

VCC_Agent_Monitor_Logout - Copy.JPG

Additional Information

The Virtual Contact Center Supervisor will need to be assigned to the same Group as the agent in an effort to view and access the agent in the Monitoring section.