Objective
To assign supervisor-level access for an 8x8 Contact Center user.
Applies To
8x8 Contact Center
Supervisors
8x8 Agent Workspace
Procedure
Confirm that the supervisor has been added as an 8x8 Contact Center user.
Log in to Contact Center Configuration Manager.
Click Agent.
Click Supervisor.
Check the box for 'This user is a supervisor' and select 'Allow this supervisor to monitor calls'.
Assign all the queues and groups that this supervisor needs to monitor and retrieve recordings.
Select Save to apply changes.
Have the user log out and then log back in to the 8x8 Agent Workspace.
Access Monitoring
Log in to Agent Workspace.
Click Work Offline.
Select Monitoring.
Additional Information
To listen to call recordings, the Supervisor Agent's Monitoring needs to be assigned to the queues and Agent Groups.
Question: How do I change a user's reporting manager on 8x8?
Answer: Supervisors are assigned to agent groups, not individual users. Ensure the Supervisor is assigned to users who are assigned and enabled to an agent group.