How to log agents out of Contact Center (Engage vs VCC licenses)

Objective

Supervisors may notice that the Log out option is greyed out or unavailable when viewing certain agents in Supervisor Workspace. This behavior is expected and depends on the type of license assigned to the agent.

Applies to

• 8x8 Contact Center

• Supervisor Workspace

• Engage licenses

• VCC (8x8 Agent Workspace) licenses

Procedure

Why the log out option is disabled for Engage users?

For agents who use Engage as their service:

• The Log out option in Supervisor Workspace is intentionally disabled.

• This is by design to prevent supervisors from accidentally terminating the agent’s entire 8x8 / Work session.

• There is no configuration or setting that can enable the force-logout option for Engage users.

This limitation applies only to Engage licenses and does not indicate a system issue or permission problem.

What you can do instead for Engage users

If an Engage user forgets to log out, supervisors have the following options:

1. Ask the agent to log out manually at the end of their shift.

2. Update the agent’s status or remove them from queues in Supervisor Workspace so they:

   • No longer receive interactions

   • Do not appear as available

3. Adjust the agent’s status if they are on leave or should not be active, ensuring they are not treated as available in routing.

These actions prevent interactions from being delivered without terminating the agent’s full 8x8 session.

How to force-log Out an agent? (VCC License Required)

To have the ability to force-log agents out, the agent must use a regular VCC (8x8 Agent Workspace) license, not Engage.

Once the agent is on a VCC license, supervisors can perform the following steps:

Log an agent out of 8x8 Agent Workspace

1. Log in to 8x8 Agent Workspace

   Note: Only supervisor accounts can access monitoring features.

2. From the Display Panel, click Monitoring.
   OR from the Control Panel, click Menu > Monitoring

3. Select the Agent Management tab.

4. Click Monitor in the header area.

5. Click the Log out icon next to the agent.

6. The system:

   • Logs the agent out of 8x8 Agent Workspace.

   • Updates their status to Logged Out.

   • Notifies the agent that they were logged out by a supervisor.

   

Log an agent out of 8x8 Supervisor Workspace

1. From the Supervisor Workspace tab, go to Manage Queues.

2. Click on the Queue you are monitoring.

3. In the Agents widget, click Manage Agents.

4. Locate the agent and at the end of the row.

5. Click the log out icon.

   Note: You cannot log out agents who are currently on an active interaction or in the Wrap-Up status.

If force-logout functionality is required, the agent’s service must be changed from Engage to a VCC license.

Additional Information 

• Engage licenses do not support force-logout by design.

• VCC licenses do support supervisor-initiated logout.

• License type determines available monitoring and control features.

• Changing license types may require coordination with your Account Manager.