What's new in June 2025?

We have introduced the following enhancement :

Enhanced Admin Control: Pause Assigned Queues

8x8 administrators can now control whether users are allowed to pause their assigned queues. This enhancement supports compliance needs in regulated environments by preventing users from pausing queues when they are not permitted to do so.

Configuration Options

Admins can control the Pause feature for assigned queues in two ways:

Globally via 8x8 Admin Console:

  • Go to Work Apps Settings > 8x8 Engage Settings and toggle Allow users to pause their assigned queues under 8x8 Engage settings.
  • Result:

    • Enabled (default): Users can see and use the Pause button in My Active Queues.
    • Disabled: The Pause option is hidden for all users.
  • To learn how to manage settigns for 8x8 Work applications, see 8x8 Admin Console - Configure Work Apps Settings.

Per User via JSON configuration file:

  • Add the following setting to the user’s local 8x8work-config.json:

    json

    {

    “app-enable-pause-queues”: false

    }

  • Deploy the file to the user’s machine only after applying this preference. 
  • To learn more about system-level requirements for users, see 8x8 Work for Desktop - About system requirements.

Queue controls UI showing visibility of the Pause button based on admin settings.

To find more details on pausing and resuming calls, see Manage queues on desktop/web - Pause resume queued calls.

Display the channel name and number in a call banner, and an active call interface

8x8 Engage users can now quickly identify the call source, especially helpful when multiple channels route through a single queue. Previously, only queue names were shown, causing confusion.

Where channel info appears:

  • Incoming call banner: Shows both channel name and channel number.
  • Active Call Interface: Displays channel name.

Benefits

  • Instantly identify the source of incoming calls.
  • Avoid confusion in shared queues
  • Help users respond faster

Availability & limitations

Available to:

  • All 8x8 Engage customers.
  • The channel name is visible to 8x8 Frontdesk users in 8x8 Engage environment.

UI showing incoming call alert and in-call view with clear channel name and number for identification

Limitations and display requirements

Not supported on:

  • 8x8 Engage Mobile
  • Microsoft Teams
  • Deskphones

Display requirements:

  • Show the channel name and number only if the channel is saved as a company contact in 8x8 Admin Console > Contacts.
  • Otherwise, only the number is displayed.

To find more details on answering incoming queued calls, see Manage queues on desktop/ web> Answer incoming calls.

Call UI missing channel name, and company contact setup form showing how to fix it through the 8x8 Admin Console


What's new in May 2025?

We are introducing the following enhancement :

Ability to set pause reasons in 8x8 Engage Contact Center queues on mobile (Limited Availability)

Important! The pause reasons in 8x8 Engage Contact Center (CC) queues is currently on a limited availability. Contact the 8x8 Support for further assistance.

Customer engagement specialists can now choose a reason when pausing their Contact Center (CC) queues in 8x8 Engage on mobile as needed.

This enhances clarity and workflow visibility for agents employing 8x8 Engage, especially in the areas of analytics or user activity tracking by supervisors.

The following pause reasons are now available:

  • Work offline
  • Break

While paused, agents won’t receive queue calls and can’t interact with the queue.

Note: These options are available in My Queues only when enabled by administrators in the 8x8 Configuration Manager.

How to Pause a Queue:

  1. Navigate to the My Queues screen.
  2. Tap Pause.
  3. Select a reason: Work offline or Break.

    You can switch the reason for the pause whenever necessary.

  4. Tap Resume to rejoin queues and start receiving calls again.

To learn more about pausing the Contact Center call queue, see 8x8 Engage - Manage queues on mobile.

On Android devices: Ability to set pause reasons in  Contact Center queues

On iOS devices:

Ability to engage customers with Video Elevation in 8x8 Engage call queues in 8x8 Work for Mobile

Video Elevation, now also available in 8x8 Work for Mobile apps, is an integrated solution for 8x8 Engage users. It enables agents to establish a one-way video connection with customers who require assistance during a call.

Note: You do not need an SMS configured on your account to use the Video Elevation service in 8x8 Engage.

Pat, a support specialist at AcmeJets, receives a call from customer Blake regarding his bicycle's stuck gears. To clarify, Pat initiates a video call and sends Blake a link. Upon acceptance, Blake shows the stuck gear, and Pat identifies a safety pin blocking them. After guiding Blake to remove the pin, the bicycle functions correctly, resolving the issue without the need for expert escalation or dispatching a mechanic.

To find more information about managing queue on mobile, refer to Manage queues on mobile. You can find the same content under Manage queues on mobile: Engage customers with Video Elevation in 8x8 Engage call queues?.


What's new in April 2025?

We are introducing the following enhancement :

Ability to view recorded interaction details

8x8 Engage users with Conversational IQ (CIQ) enabled can now view interaction details for their recorded interactions. This feature allows you to access advanced interaction analytics by selecting a recording from the Call Recordings navigation menu or reviewing call logs from the Calls menu.

Note: Without the CIQ add-on, no data is displayed in the interaction details.

Key capabilities include:

  • Call details: Displays data such as interaction type, call duration, and the date and time of the interaction.
  • Interaction summary (Beta): Displays an AI summary of the conversation. This feature is currently only available to Beta customers. To have this feature enabled, contact your 8x8 Account Manager.
  • Topics: Displays the category of key discussion topics during interactions based on the topics created in 8x8 Contact Center Analytics.
  • Sentiment mapping: Displays a visual representation of customer sentiment throughout the call based on AI analysis.
  • Call talk time: Displays detailed metrics on agent and customer talk duration, and hold time.

Notification banner for delayed calls

A notification banner is displayed when finishing, missing, or rejecting a call from My assigned queues to inform you that there is a delay in receiving new calls. The banner serves as a real-time reminder so you can stay informed when these system delay conditions are applied. The delay time offered varies depending on the admin settings. By default, the delay is set at 10 seconds for rejected or missed calls.

Let’s say you are wrapping up an important conversation when you receive a call. You reject the call to focus on adding important notes following your conversation. To ensure you can focus on your call, the system temporarily delays offering you a new call, and a notification banner displays on the screen.

To find more information about managing queue on desktop, refer to Manage queues on desktop/web. You can find the same content under Manage queues on desktop/web: Notification banner for delayed calls.

Ability to pause assigned queues during active calls

We are introducing the ability to pause new calls from being offered. Let’s say you are busy and need some time to manage your workload a bit more efficiently. Click the Pause button from the top of the My assigned queues panel to prevent the system from offering a new queued call. A banner notification displays at the top to inform you that your enabled queues are paused. When you are ready to receive new calls, simply click the Resume button from the panel on the left or Resume now from the banner notification displayed at the top to start receiving calls.

To find more information about managing queue on desktop, refer to Manage queues on desktop/web and about pausing and removing queued calls under Manage queues on desktop/web: Pause and resume queued calls.

Removed pause reasons

Pause reasons are now removed from My assigned queues . Prior to this release, you could select a reason for pausing queued calls. With this release, pause reasons are no longer available by default. The ability to pause queued calls is not affected by this update.

To find more information about managing queue on desktop, refer to Manage queues on desktop/web and about pausing and removing queued calls under Manage queues on desktop/web: Pause and resume queued calls.

Ability to reject calls for receptionists using 8x8 Frontdesk in 8x8 Engage

Receptionists using 8x8 Frontdesk in 8x8 Engage can now decline queued calls from the call card. This enhancement allows you to reject a queued call so the caller can be redirected to the next available receptionist and reduce the time spent waiting in the queue.

The reject button is only available for customers using 8x8 Frontdesk with 8x8 Engage.

To learn more about now to manage queues ion desktop, see Manage call queues on desktop/web.

Introducing the queue name in the call panel for receptionists using 8x8 Frontdesk in 8x8 Engage

To help receptionists using 8x8 Frontdesk in 8x8 Engage understand the nature of incoming queued calls, the queue name is now displayed in the call panel, under the customer’s name or phone number. This feature offers immediate context about the nature of the call, allowing you to prepare accordingly and provide faster, more effective service.

With this enhancement, you can:

  • Quickly recognize the nature of the call (e.g., support, sales, billing).
  • Adjust your approach based on the queue.
  • Access the right tools more efficiently.

Previous releases