8x8 Agent Workspace __EXCLUSIVE_

Amazon Connect agent workspace is a single, intuitive application that provides your agents with all the customer information and step-by-step guidance they need to onboard faster, resolve issues more efficiently, and improve customer experiences. Contact center agents are often required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating customers. Amazon Connect agent workspace integrates your entire agent experience into one screen, empowering agents to more easily delight customers.

With Amazon Connect agent workspace, contact center managers can provide agents with a single, unified application for efficiently handling customer needs. When agents accept calls, chats, messages, and tasks, they can view updated customer information, receive generative AI recommendations, manage complex issues, and use step-by-step guidance to resolve issues quickly. The agent workspace delivers these capabilities out-of-the box and also allows you to integrate third-party applications (e.g., billing, scheduling, or ordering systems).

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Resolve customer issues quickly and accurately by automatically identifying customer issues and recommending appropriate actions to take with step-by-step guides. Create guides that walk agents through the steps needed to efficiently resolve a contact during a customer interaction.

With no coding, you can present the right information to your agents, at the right time. Contact center managers can use the no-code drag-and-drop interface to easily design and modify agent UI and workflows. Workflows (i.e., Amazon Connect flows) use the same building blocks as contact routing, enabling you to seamlessly pass customer context from your IVR and chatbots to your agents based on context such as call queue and customer information.

Q: How will my agents use the agent workspace?

By using the same login credentials as Amazon Connect, agents can log in to the agent workspace to get immediate access to every agent feature (Contact Control Panel, Customer Profiles, Cases, Voice ID). When a call, chat, message, or task comes in, any enabled feature will automatically surface contextually relevant views, such as who is the customer, what is their problem, and solutions to that problem, which helps the agent resolve issues faster. Every Amazon Connect instance comes with the agent workspace enabled by default. To help your agents log in, see the Administrator Guide.

Q: What is the difference between the Amazon Connect agent workspace and the Contact Control Panel?

The agent workspace is a web application that allows you to access the Contact Control Panel (CCP), guides, Customer Profiles, Cases, and Amazon Q in Connect - accessed from: name.my.connect.aws/agent-app-v2/. Agent workspace users automatically have access to the latest features, capabilities, and updates. The CCP is a web application that contact center agents use to manage calls, chats, and tasks - accessed from: name.my.connect.aws/ccp-v2/. Customers use the CCP within workspace (navigate to /agent-app-v2), as a standalone web application (navigate to /ccp-v2), or by embedding it into their own app (use StreamsJS).

Q. How do I set up a step-by-step guide?

You can create custom workflows and step-by-step guides for your agent workspace by using the Amazon Connect no-code, drag-and-drop interface. For more details, see the Administrator Guide.

Q: When are relevant step-by-step guides triggered and presented to your agents?

In your contact flows, you determine which guides are shown to an agent under specified conditions. For example, you can surface Guide A for your agents every time a contact comes through Queue A. Alternatively, you can surface specific guides depending on different IVR inputs. Configuration is customizable for your business needs.

8x8 Intelligent Customer Assistant (ICA) is a conversational AI-based self-service solution that provides automated, personalized conversations with customers. While ICA self-service can quickly handle simple to complex conversational customer queries and reduce the number of inbound customer interactions, certain complex queries require an agent to be involved. By handling routine customer queries, ICA helps free up agents to focus on the more complex issues and reduces wait time.

When an agent ends an interaction and is in wrap up status, the status color changes to purple. This enhancement helps agents and supervisors quickly distinguish between agents in busy status and agents in wrap up status without having to hover over the status icon to see the status details. Prior to this release, a red color label was used for agents in busy status and wrap up status.

When transferring a call to another agent, the agent list displays agents by group. This enhancement enables agents to identify the desired contact faster. Prior to this release, when transferring a call to another agent, the list displayed all agents or a selection of agents if search filters were previously applied.

The call history in AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace now displays when you click the Make a call field on the Control Panel or when you access the dial pad. If you're trying to reach a number you previously dialed, you can select it from the call history list and dial out without having to manually input the number. Prior to this release, the call history was displayed only after entering the first digit of the phone number.

The UI interface for setting up the workplace phone has been updated to display the option in a drop-down list format for a more user-friendly experience. Prior to this release, agents had to select a radio button to change their workplace phone number or SIP URI. With this release, these options are accessible from the Phone setup dialog. For more information, click here.

Agents can now access the Call phone feature, which allows agents to test their phone connection and set up a voicemail greeting, from the Voicemail setup dialog. Prior to this release, the Call phone feature was listed under Workplace Phone settings in My profile. To access the Voicemail setup settings, go to My Profile > Settings > Connectivity > Change (Phone setup) > Voicemail setup. For more information, click here.

Persistent Connection mode audio messages are now available in French and Canadian French. The audio messages that play when an agent attempts to establish a persistent connection will be heard in the language selected for the agent in Configuration Manager for contact Center.

8x8 Contact Center agents can now access the agent dashboard to view a list of available agents and queues in a single panel. To access the agent dashboard, click Show dashboard from the top of the Control Panel. For more info about the agent dashboard, click here.

With this release, 8x8 Contact Center agents can send outbound SMS messages to customers with a few simple clicks. Previously, agents were only able to receive SMS messages. Agents can now select to send an SMS from the Control Panel or, if engaged in a call with a customer and they want to share some info with them via SMS, the agent can select the SMS icon from the call control panel. For more information on sending an outbound SMS, click here.

In this release, we are introducing filtering enhancements to help make finding your contact center and back-office colleagues even simpler and more convenient. Filter the list by agent group, presence status, department, job title, location, etc. For more information about the filtering capabilities in contact directory, click here.

After you enable Amazon Connect Customer Profiles, agents can begin interacting with customers and access customer information to provide personalized service. This topic explains how to access the Amazon Connect agent workspace.

Make sure your agents have Customer profiles permissions in their security profile so they can access Customer Profiles. For more information, see Security profile permissions for Customer Profiles.

Customer Profiles is already embedded alongside the Contact Control Panel (CCP). Your agents can access the CCP, Customer Profiles, and Amazon Connect's Case management all in the same browser window by logging into their Amazon Connect instance and choosing the Agent Workspace button located at the top right corner as shown in the following image.

When you embed your Contact Control Panel (CCP), you have the option of showing or hiding the pre-built CCP user interface. For example, you may want to develop a custom agent workspace that has a user interface you design, with customized buttons to accept and reject calls. Or, you may want to embed the pre-built CCP that's included with Amazon Connect into another custom app. 006ab0faaa