What's new in October 2024?

We are introducing the following enhancements in October 2024:

Ability to transfer informal Contact Center calls to other queues on mobile

As an 8x8 Engage specialist, you can now transfer an informal Contact Center (CC) call to any enabled CC queues.

The Contact Center (CC) transfer process is only activated for engagement specialists and is triggered when the call originates from a specific CC queue (identified by its queue name). During the transfer process, the user has various options, including transferring the call directly, initiating a warm transfer, or choosing from a list of other available queues to transfer the call to.

To transfer an informal Contact Center call to a queue:

  1. While on a call, notify the other party that you will transfer them to a colleague.
  2. Tap Transfer and select Transfer to queue to bring up a list of queues without placing the other party on hold.
  3. Select a favorite or suggested queue from the list, or enter the queue name you want to transfer to and confirm.
  4. The queue transfer has been processed, and you have been disconnected from the call. The contact you selected receives a call from the other party.

To learn more about managing your queues on mobile, see 8x8 Engage - Manage queues on mobile.

Transfer Informal Contact Center (ICC) calls to other queues in 8x8 XF Workspace and 8x8 Engage

Ability to pause and resume Contact Center queues on mobile

As an 8x8 Engage specialist, you can now pause or resume their Contact Center (CC) queues through 8x8 Work for Mobile. When your queues are paused, customers will not receive any queue calls and cannot take any action on the queues.

To pause/resume CC queues for engagement specialists:

  1. Log in to 8x8 Work for Mobile.
  2. Swipe up or tap My Queues at the bottom of the main screen.

  3. On the My Queues screen, click Pause queues , click Break (for iOS only), and select a reason: Work offline or Break.

  4. Optional: Click the selected reason for pause and choose another one from the list, if necessary.
  5. Your queues are currently disabled, and you cannot act on them. You will only receive calls once you resume them. A timer in the screen's upper-right corner shows the paused time until the queues are resumed.

    Note: When the My Queues section is collapsed, the counter still displays on the right side of the My Queues section.

  6. Click Resume queues to enable your queues and start receiving calls again.

    When you resume the queues, the counter will no longer be displayed. Your queues are enabled, and you can receive calls again or search for, enable, or disable queues.

To learn more about managing your queues on mobile, see 8x8 Engage - Manage queues on mobile.

Customer engagement specialists can pause and resume their Contact Center queues (on Android devices) On Android devices

Customer engagement specialists can pause and resume their Contact Center queues (on iOS devices) On iOS devices

Ability to control how users can handle additional incoming calls during another call

8x8 Work admin can control how users handle additional incoming calls during another call:

  1. While configuring the user's settings in 8x8 Admin Console, go to Voice Basic Settings.
  2. Under Enable call waiting, choose how users will handle incoming additional calls, when they are in another call:
  • Turn on Enable call waiting to allow the user to receive direct DID calls while on an 8x8 Engage/8x8 Engage queue call.
  • Turn off Enable call waiting to prevent the user from receiving direct DID calls while an 8x8 Engage/8x8 Engage queue call.

Note: Users on a direct DID call do not receive 8x8 Engage or 8x8 Engage queue calls, regardless of whether the Enable call waiting option is enabled or disabled.

To learn more about how admins can customize an 8x8 Engage user account, see Create 8x8 Engage user accounts in the 8x8 Admin Console.

Previous releases