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

The 8.24 release introduces enhanced administrative controls and a smoother user experience for 8x8 Frontdesk receptionists.

UI Consistency Update: Decline button in 8x8 Frontdesk

To ensure a consistent experience, the Decline button in 8x8 Frontdesk has been repositioned to match its placement in the incoming call banner. This update makes it easier for receptionists to quickly locate and use the Decline button when handling calls received through

  • Call Queues
  • CC queues
  • Ring Groups
  • Auto Attendants

Benefits

  • Consistent Location: The Decline button is in the same place across all interfaces, reducing confusion when managing incoming calls.
  • Faster Access: Receptionists can decline calls they are unable to answer more quickly, seamlessly routing them to the next available agent in the Call Queue, CC queue, Ring Group, or back to Auto Attendant.

8x8 Frontdesk interface showing an incoming call pop-up with caller details, channel information, and repositioned green Accept and red Decline buttons.

To learn more about handling calls, see Handle calls.

 

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

In this release of 8x8 Frontdesk, we introduced minor bug fixes. 

 

What's new in the 8x8 Frontdesk 8.22 release?

In this release of 8x8 Frontdesk, we introduced the following enhancements:

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.

Receptionists using 8x8 Frontdesk in 8x8 Engage 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.

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.

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 8cx8 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.

For details on features introduced prior to this release, see our list of previous releases.