Admins can have a quick view of their 8x8 Contact Center channels, queues, and agent groups by going to Home > Summary. A channel facilitates communication of interactions in and out of a 8x8 Contact Center tenant. A queue is an ordered collection of interactions waiting to be served by agents who are qualified to respond to these interactions. An agent group is a collection of agents who report to a supervisor. A single group may serve your entire call center or may be dedicated to one or more products, services, queues, or to a specific communication channel such as phone, email, or chat. 8x8 Contact Center uses skill-based routing rules to place interactions to the appropriate queues.
The Summary page provides a quick statistical summary of:
Phone, email and chat channels configured for your tenant.
Inbound and outbound queues for all media, such as phone or email.
Agent groups, with the number of agents in each group.
Summary page options
The following table summarizes the information you can find under Home > Summary. You can view a summary of incoming channels, inbound and outbound queues, and agent groups in this page.
Summary tab option | Description |
|---|---|
Incoming Channels | For each type of Channel, summarizes the number of Channel definitions of that type. |
Inbound Queues | Summarizes the number of Inbound Queue definitions of that type. |
Outbound Queues | Summarizes the number of Outbound Queue definitions of that type. |
Agent Groups | For each Group definition, summarizes the number of Agents assigned to that group. |