What's new in the 8x8 Frontdesk 8.23 release?

Receptionists using 8x8 Frontdesk in 8x8 Engage or can now decline queued calls from the call card. This enhancement enables you to reject a queued call, and redirect the caller to the next available receptionist, reducing the time spent waiting in the queue.

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

For more information about how to manage call queues on desktop/web in 8x8 Engage or 8x8 XF Workspace, see our user guides x8 Engage- Manage call queues on desktop/web or 8x8 XF Workspace - Manage call queues on desktop/web.

In the call panel, the queue name now appears beneath the customer’s name or phone number. This provides immediate context regarding the call's nature, enabling receptionists using 8x8 Frontdesk in 8x8 Engage or 8x8 XF Workspace to prepare effectively and deliver faster, better 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.

For more information about how customer specialists manage call queue interactions through 8x8 Work apps, see our user guides 8x8 Engage or 8x8 XF Workspace.