Previous releases for agents

You can find 8x8 Contact Center previous releases here:

  • About 8x8 Auto Dialer: 8x8 Contact Center now introduces 8x8 Auto Dialer in progressive and predictive dialing modes to better manage outbound telephone-based campaigns to meet your business needs. Connect with prospects and customers more effectively, and boost conversion rates as well as customer satisfaction. The progressive and predictive dialing modes call numbers automatically from campaign calling lists, screen for busy signals, voicemail, no-answers, and disconnected numbers, connecting agents to only live-answered calls. Learn more about how to process campaign calls.

  • Enhanced performance of broadcasting: In 8x8 Contact Center, we have enhanced the performance of broadcasting messages. Supervisors who broadcast messages to agents periodically, specifically the ones supervising many agent groups, can now benefit from the improved performance when logging into the Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. or sending broadcast messages. Besides the performance, broadcast notices older than seven days are discarded and not shown to agents or supervisors. The system only broadcasts newer and relevant notifications. For details about notification messages, see how to view notification messages.

    Let’s say supervisors create and assign various queues to each of their campaigns. Each queue receives a few messages a day. High number of messages can result in slower performance of the system. The system removes the old messages automatically and that helps improve the performance.

    Or, let’s say the agent comes back from vacation and has received many broadcast messages that are from a couple of weeks ago. The agent does not need to go through the old messages one by one. By automatically removing the outdated messages from the system, the need for any manual effort by agents or supervisors is eliminated and the performance improves significantly.

    To view a broadcasted message, in the 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console, select the Notices tab, then click to view notices. You can view the unread notices on this page. The Old Notices section retains your previously-viewed notices until you log out of 8x8 Agent Console.

  • Improved status update of queues and agents: In 8x8 Contact Center, we have improved the status update of queues and agents to support the heavy workloads of 8x8 Contact Center dialer. With frequent handling of outbound calls, the status of queues and presence of agents change frequently. The changes to the agents’ presence are aggregated and consistently updated to 8x8 Agent Console.

    With improved performance, the list of agents and queues are reliably refreshed every five seconds. The agents presence status is updated even during a system interruption. For example, when there is a power outage, the backup mechanism keeps the agents status updated and therefore, the list of agents and their statuses can still be retrieved. This improvement maintains a reliable status update at all times helping agents make an educated decision as to whether to transfer the interaction to an agent or not. To view the status of queues and agents, log in to 8x8 Agent Console and click to see All in the QueueClosedA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Directory and Agent Directory in the Status tab. For details, see how to check queue and agent status.

  • Better customer-agent chat management during service disruptions: In 8x8 Contact Center8x8 Agent Console, customer-to-agent chat interactions are now better handled during service disruptions. In case a customer abandons their chat with the agent, the interaction remains in the customer list waiting for the agent's review. When the agent is reconnected to 8x8 Contact Center, both the active interactions and the ones which were abandoned by the customer are updated with the correct status. The interactions remain in the customer list until the agent acknowledges them and is ready to move on.

    In the previous behavior the abandoned interactions ended before the agent had a chance to review. The new improvement keeps the agent in sync with 8x8 Contact Center and prevents ghost interactions that remain with the agent. When the agent clicks on the interaction in the list, a message notifies them that the session has ended. The message is also saved in the transcript for the supervisor’s review later. For details, see our content on how to manage customer-agent chats during service disruptions.

    In the following use cases, the agent has multiple concurrent chat interactions. Whether there has been a connection issue or the customer has simply abandoned the chat interaction, the agent can see the last few customer interactions in the list. To avoid ghost interactions, click on each customer to see the status of their interaction. A message shows the chat session has ended. Safely end the chat and go through the post-processing.

  • Supported Expert Connect for multiple regions: 8x8 Contact Center now supports Expert Connect for multiple regions. It allows agents to use the Directory tab to reach their colleagues and other 8x8 Work users within their entire multi-region organization. Prior to this release, Expert Connect was bound to a single customer’s region such as US or Canada. Cross-regional chat between agents and other 8x8 Work users or Expert Connect was not available. To connect to other agents or 8x8 Work users across multiple regions, click the chat or phone button on the Directory tab. For details, see our document regarding Expert Connect and how you can send and receive messages with 8x8 Expert Connect.

    • The new improvement only applies to X Series customers who have access to both 8x8 Contact Center and 8x8 Work. Agents must have access to the Directory tab or Expert Connect in 8x8 Agent Console in order to connect with other regions.
    • Multi-region chat with Expert Connect requires a one-time migration effort for bringing all the users under the same organization. Contact your 8x8 Account Manager or Professional Services to learn more.
    • The customer-to-agent and agent-to-agent chat from the Agent Status list only applies to a single tenant or region.
  • Controlling call recording on third-party transfers: 8x8 Contact Center administrators can choose to stop call recording on the third-party transfers when the last contact center agent leaves the call. Let's say the contact center agent transfers the call to a customer or a third-party caller who is outside the contact center, via a warm or cold transfer. Or, the agent decides to drop out of a conference call as the last contact center agent. Using this feature, stops the call recording to avoid sensitive information to be recorded. Calls to 8x8 Work extensions are also considered third-party calls and therefore affected by this rule. For details about call recording, see our content in record phone interactions.
  • Introducing Contact Center SMS: In this release, 8x8 8x8 Contact Center introduces communication via SMS inbound channels. SMS has become a popular channel of communication in customer service. Let’s say customers of a car insurance company want to check their claim status or send related inquiries, they can simply send SMS messages to an SMS number published by the insurance company. These messages are routed via SMS channels and chat queues to agents, and offered to them as chat interactions for responses. As 8x8 Contact Center agents, you can look up customer records if the message is from an existing customer. Look up outstanding cases and history of interactions to handle the conversation effectively. Learn more about SMS interactions and how to process SMS interactions via chat queues.
  • Introducing Agent whisper for phone queues: In this release, 8x8 Contact Center agents can now hear an audio message (whisper) about the context of the call they have dialed or received via a queue. Agent whisper is an audio file that can be uploaded and assigned by the tenant administrator to an inbound or outbound queue. Agent whisper informs the agent, upon connection, about the connected call. Let’s say John serves support calls as well as sales calls. Upon receiving calls, the system plays a brief message stating if it is a sales or a support call. Agent whisper plays an uninterrupted prompt for the agents. The whisper can be talked over by both parties. It can be implemented for both inbound and outbound calls such as campaign calls. For details, see our content about Agent whisper for phone queues.

  • Transfer chat interactions with contextual information: As an 8x8 Contact Center agent interacting with customers via chat, when you know who your customers are, what they’re looking for, and what they’ve already shared with another agent, you can serve them better and faster. Contextual information informs agents facilitating more productive conversations while handling customer issues. 8x8 Contact Center introduces the ability to hand off the conversation with interaction details when transferring a live chat.

    Let’s say a contact center agent interacting with a customer via chat, has to transfer the customer to another department. Transfer the live chat interaction to another queue. Upon transfer, the agent receiving the transferred chat interaction can view the customer details gathered via the pre-chat form, name of the agent transferring the interaction, and the chat transcript from the conversation. With all this information, the second agent quickly reviews the customer information as well the context of the conversation, processes the chat interaction more effectively. At the termination of the chat, the chat log includes the original transaction ID along with the chat transcript. The chat log created with the first agent indicates the chat was transferred.

    The transfer of information is supported throughout the customer journey, in a chain interaction where a chat interaction is transferred to and processed by multiple agents. Every agent receives the information until that point.

    Learn more about receiving contextual information with transferred chats along with a use case and the benefits.

  • Announcing end of life for Support CenterClosedIn Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, email -- available from that page. functionality: In this release, 8x8 Contact Center is retiring the Support Center functionality. Support Center previously offered communication channels and information services for your customers to reach your contact center agents and get help. We offered direct URLs to the default or custom Support Center which could be embedded in your company website.

    In this release, access to Support Center functionality is not provided through Support Center, but through new tools and interfaces as seen below:

    Feature Description Access
    Collaborate Collaborate was a mechanism for agents to remotely access and control a customer's computer. The control functionality is no longer available, however, the remote access and user guidance functionality is replaced by the improved Co-browsing feature to offer remote customer access.
    Chat In the Support Center, chat provided a user interface for customers to initiate a chat with live contact center agents. We now offer chat, SMS, and social media channels with better chat workflow and design. To take advantage of social media to service customers, such as Facebook and Twitter, see our guide about Social Media Integration.
  • Introducing 8x8 Secure Pay: 8x8 Contact Center now offers customers a secure integration to support the processing of bank card information via our partner PCI Pal. 8x8 Secure Pay enables an agent and customer to stay in contact on a call while masking the card input from the customer's handset so that the sensitive card data stays secure and out of the scope of contact center. The service can be integrated with a CRM, Enterprise Resource Planning (ERP), or a billing system and the corresponding payment gateway to process the payment. The service can also feed information about the payment back to the originating system.

    This new integration offers agents a secure payment page for processing customer transactions. The secure payment page can be configured to include pre-populated data or data that the agent adds manually. When this page is opened, the customer audio is rerouted via PCI Pal, which allows them to mask the keypad input both visually and audibly.

    The agent hears the conversation and controls the card input, but only hears a single-tone DTMF and sees starred out digits for the card number, date, and Card Verification Value (CVV). In the event of erroneous data input by customers, agents can reset the relevant data field in the payment page, allow customers to fix the input, and facilitate a successful transaction. For details on when an agent can use this feature, see how to manage card payment via 8x8 SecurePay.

  • Introducing the Answer Machine Detection (AMD) Service: In 8x8 Contact Center when the dialer is used in its aggressive mode, it can call more numbers than available agents, to maximize agent efficiency. We have now introduced a service that detects calls answered by a machine, instead of people and filter them from being offered to the available agents. This saves agents time and improves their efficiency while processing campaign calls. The calls answered by machine are automatically resolved before being routed to available agents. For details, see our content on how to improve campaign call handling via answer machine detection service.

    Note: The AMD service is not applicable to the outbound calls placed by an agent, but the calls routed via campaigns.

  • Ability to Detect TCPA-Listed Phone Numbers via Carrier Call Blocking (CCB): 8x8 Contact Center is now able to detect TCPA-listed phone numbers via Carrier Call Blocking (CCB) service. This feature is available for US customers only. The Telephone Consumer Protection Act (TCPA) designed to safeguard consumer privacy restricts telemarketing communications via calls, SMS texts, and fax. To comply with TCPA, we have introduced Carrier Call Blocking (CCB) service for campaign calls which will then checks whether or not the phone number is listed on a Do Not Call (DNC) or mobile block list. If listed, the call is terminated by the carrier and an appropriate Session Initiation Protocol (SIP) code response is sent back to the interaction router. The call is then handled by Auto TCL and assigned an appropriate transaction code such as "Answer machine detected" for a prompt call wrap up. For details, see our content on how your campaign call handling is improved by TCPA-list ed and CCB service.

  • Improved Call Handling via Phone Connection Mode and Auto Answer: 8x8 Contact Center has improved the existing call handling capability via two features: Phone Connection Mode and Auto Answer:

    • Phone Connection Mode: Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface improving their call handling efficiency. If allowed by administrators, agents can choose On Demand or Persistent Phone Connection Modes. There is no audio indication with the Phone Connection Mode. For details, see our content on Phone Connection Mode.

      Note: The Off-hook connection mode that was first introduced in 9.8 has been renamed to Persistent Connection Mode. There is no change to the functionality, but just the terminology. For details, see our content on how to enable Persistent Connection Mode.

    • Auto Answer: To further enhance the call handling efficiency of agents, we have now introduced Auto Answer. With this new feature, every phone interaction that is offered to an agent is automatically connected eliminating the need to accept it manually. This new configurable option enhances agents efficiency by quickly connecting the calls and reducing the number of clicks an agent has to make. Auto Answer also helps prevent agents from rejecting or missing calls on their workplace phone. When in Auto Answer mode, agents receive an audio prompt to alert them of a call as it connects. Auto Answer is paired with Workplace Setting Validation and is configurable at the tenant level. To enable Auto Answer, you must also enable workplace setting validation. For details, see our content on how to connect calls to agents automatically.

      Note: Auto Answer is currently on limited availability. Contact 8x8 Support for more help.

    • Introduced Workplace Setting Validation: When changing workplace setting (Workplace Phone and Workplace SIP URI), agents must validate their changes to be able to handle the calls. When they click to validate the change, it triggers a phone call to the updated phone number. A PIN code is then communicated to the agent. The agent must enter the PIN code to validate the changes and continue. If they are unable to confirm the PIN, they must exit and revert to their last validated setting. The workplace setting validation is offered as a mandatory security feature with Auto Answer, or it can be deployed as a stand-alone feature. For details, see our content on Workplace setting validation.

    • Ability to Automatically Assign Transaction CodeClosedThe Transaction Codes feature enables agents to supply supplemental information about the reason for or outcome of an interaction. Transaction codes provide enhanced metrics or enable the calling line ID on an outbound call to be modified. For example, transaction codes could be created for different categories of sales activities such as Initial Contact, Prospect, Customer Satisfied, and so on. (Auto-TCL): 8x8 Contact Center automatically assigns transaction codes to the campaign calls when the destination party is not available to answer the call, or the call cannot be completed, for reasons such as busy tone or dead line. Automatic transaction codes are also applied to campaign calls answered by a machine. Auto-TCL works with Answering Machine Detection (AMD) service to identify such calls and automatically disposition them. It then moves onto the next call with minimal agent disruption. This feature allows agents to be more efficient with their time. Auto-TCL feature must be provisioned for the tenant and enabled by the administrators. For details, see our content about automatic assignment of transaction codes to campaigns.

      Note: Auto-TCL supports campaign calls only.

    • Allow Agents to Skip Campaign Calls While on Auto Answer: 8x8 Contact Center is now offering agents the option to skip the campaign calls. For details, see our content on how to skip a campaign call.
    • Relocated Interaction Transfer Button: Transfer interaction button is now available in the context menu when selecting an element in the Agents or Queues lists. The option is available for blind call transfer to an agent or queue, chat transfer to a queue, or email transfer to a queue. Prior to this release, the transfer button was located separately at the bottom of the Control Panel. For details, see our content on transferring phone interactions to another agent, transferring chat interactions to different queues, and transferring email interactions to different queues.

    • Enhanced Chat Editor and FAQs: We have enhanced our Chat editor and FAQ functionalities in 8x8 Contact Center chat channel. The chat editor in 8x8 Agent Console allows you to insert rich media FAQs directly into the messages and share with customers during an interaction. Alternatively, you can insert them as a link to HTML content. The chat editor supports regular text formatting, images, and links.

      To insert an FAQ response during a live chat, go to Help > FAQ from the Control Panel menu, search for relevant information, insert the rich media FAQ, and click Send in the live chat. For details, see our content on how to insert rich media FAQ content.

      Note: Tables and more complex HTML elements or contents are not supported by the editor and will always be inserted into the chat as a link to the HTML content.

    • Enhanced Expert Connect: With 8x8 Expert Connect (for users of Unified Login and 8x8 Work), organizations with both 8x8 8x8 Work and 8x8 Contact Center products can break down the barriers between agents and experts to increase first contact resolution. In this release, we are introducing the ability for experts to initiate chats with agents via the 8x8 Work messaging. Prior to this release, only agents could initiate chats with experts. We have enhanced the capability of expert connect. Experts of the same organization as agents, can now initiate chat conversations with agents, using 8x8 Work for Desktop or 8x8 Work for Mobile. Experts can check the agent's presence (online or offline status) via the 8x8 Work app. For details, see our content on how to connect agents to experts with 8x8 Expert Connect.
  • Enhanced Usability of Co-browsing: With Co-browsing, you offer live, hands-on assistance to customers, take control of their cursor, and demonstrate how to perform the action while the customer observes. Via co-browsing, you can securely connect to remote computers, access, and troubleshoot problems over the 8x8 Contact Center platform. For details, see our content on how to offer remote customer assistance.

    Customers, who use 8x8 Co-browsing for remote assistance, can now enjoy better usability with the following enhancements.

    • A refreshed user interface.
    • Better visibility to the status of co-browsing session on customer side.
    • The auto-minimized status window allows the customer to keep an eye on the status of the shared screen at all times. The customer can move the status window to the desired location while in a live session.

    • Agents receive feedback when the co-browsing session is interrupted, or takes time to load.

  • Ability to Reset the Agent's Idle Timer: In 8x8 Contact Center, idle time refers to the length of time agents have been idle and is measured for each agent by the agent's idle timer. By default, an agent is considered idle from the time he ends post processing of a system-delivered, queued interaction and becomes available. When multiple agents with the same queue and skill level assignments are idle, the system routes the call to the agent who has been idle the longest. The agent’s idle timer is reset every time they end post processing of a system-delivered, queued interaction. This reset persists until the same scenario is repeated. Agent-initiated interactions do not reset the idle timer.

    To supplement the default behavior, we now allow 8x8 Contact Center administrators to reset the idle timer when agents transition from one status to another. For example, The idle timer resets when agents change their status from On Break to Available when they log in. For details, see our content on agent's idle timer.

  • Ability to Autodial Campaign Calls after Preview: In this release, we have introduced the ability to autodial campaign calls when an agent has spent all the preview time without taking an action. Autodialing campaign calls after previewing a campaign record is controlled by a campaign setting by your contact center administrator.

    Note: This feature enhancement is only applicable if your company uses 8x8 Contact Center campaigns.

    Prior to this release, agents handling a campaign could view the campaign record for the specified preview period and manually start, reject, or skip the interaction. They were not forced to take the interaction in the time allowed. Additionally, the need for a manual action to initiate a call was repetitive and inefficient. With the autodial feature, however, at the end of the preview time if no action is taken, calls are initiated automatically eliminating the need for manual action by the agent. The 8x8 Contact Center administrators can enable autodialing for each campaign when an agent’s preview countdown ends. The minimum preview duration is 15 seconds. For details, see our content on what happens if your tenant is set up for autodialing campaign calls.

  • Improved Control of Conference Calls: We have now introduced the concept of a Host and added hierarchical control to conference calls. In this new behavior, the host can remove participants without requesting them to take any action. When a conference call is created, the longest connected agent becomes the host, unless there is a supervisor present, in which case, the supervisor will be the host. The host is then dynamically transferred when participants join and leave the call. For example, when a supervisor host leaves a call, the ownership passes to the next longest present supervisor, or if none are on the call, to the longest present agent.

    Prior to this release, when agents, supervisors, and other participants were on a conference call, agents and supervisors relied upon the goodwill of participants to drop their connection and leave the call. To remove a participant as a host, while in a conference call in 8x8 Agent Console, click next to the participant's name and click Confirm. For details, see our content on how to remove an agent from a conference call.

  • Efficient Voice ChannelClosedPhone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue. Workflow via off-Hook Mode: With off-hook connection mode agents can instantly and seamlessly connect to customers and improve their productivity. Off-hook is a Persistent Connection Mode from the agent’s device to 8x8 Contact Center. It removes the need to connect the agent’s workplace phone for every call handled. Agents set up their voice connection before they start working on calls and remain connected throughout their working day. It allows them to respond to incoming and outbound phone calls with a simple click on the user interface.

    In the previous behavior, after agents log in to 8x8 Contact Center and make themselves available, they have to accept the interaction for every call that comes through the queue. If they miss the ringing phone, they will no longer be available to take the interaction.

    If enabled by your contact center administrator, you can click Enable Off-hook Connection in 8x8 Agent Console's user profile. For details, see our content on how to enable and work with off-hook connection mode.

New features and enhancements to 8x8 SupervisorClosedAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console impact supervisors and agents. Some of these features are available to agents and supervisors by default, while others need to be enabled by administrators to benefit from the functionality.

The following are features and enhancements introduced in recent product releases:

  • Access to Related Emails Improves Customer Experience: Agents can now access queued emails from the same customer, review and respond to them at once. When a customer sends multiple emails within a short time interval regarding a case, all emails get queued. When an agent opens the first email to respond, there is a link to view the queued emails from the same customer. The agent can now click this link to view all the queued emails, and review and respond in a single email if they are related to the same case. This helps agents consolidate their response in a single email and increase their efficiency while improving the customer experience. For details, see our content on how to access customer's related emails.
  • Improved Search Filter for Closed Cases in History Activity: We have introduced a new filter to search the closed cases in History Activity. This feature helps supervisors investigate customer complaints regarding an agent's lack of response. It particularly helps investigate a case that has been accidentally closed by the agent.
    For example, when processing related emails from a customer, an agent may close a case assuming it is related to the case he has reviewed. The unhappy customer may escalate the issue. With the improved search filter, the customer's complaint is now easier to track. For details, see our content on searching closed cases in history activity.
  • Enhanced Email Header in a Case Response: When you respond to a case or a follow-up, the response automatically includes the email header. The header shows information about sender, recipient, subject, date and time. This enhancement facilitates crafting a response quickly. To see the improved email header, click Reply to a customer case or follow-up and check the email's description window. For details, see our content on how to respond to emails.

We have introduced the following enhancement to improve the productivity of agents and supervisors, some performance improvements, and bug fixes in this release.:

Ability to Search All Columns in the Shared Directory

In 8x8 Agent Console, Unified Login with 8x8 Work users can now search the shared directory by all available columns, such as Name, Email or PBX Service, Public number, Contact Type, Department, Location, Job Title, and Private number. The Shared Directory is the company directory that lists all extension users, including 8x8 Contact Center agents. You can quickly find extension users as you enter your search keywords in the Search field.

  • Refreshed new look for 8x8 Contact Center: Whether you are an agent or a supervisor of 8x8 Contact Center, you will certainly love the new refreshed user interface of all our applications. Look out for the notifications when you launch your application. Please note that we have kept all our functionality workflows intact so there is no learning curve for you.
  • Ability to message customers via Facebook and Twitter: Take advantage of Facebook and Twitter to service customers directly and increase customer satisfaction with 8x8 Contact Center Social Integration. By unifying the agent experience, 8x8 Social allows users to channel their messages from social media into 8x8 Contact Center. Customers can contact the businesses and receive support from within their social platform. 8x8 Contact Center Social supports messaging via Facebook and Twitter in this release.To receive chat interactions, agents must be assigned to an enabled chat queue and be in Available state. See how to handle social interactions.
  • Enhanced usability of rich text editor: Agents using the Local CRM can now craft their cases and follow-ups using the updated rich text editor. Drag and drop your images or paste them from your clipboard quickly improving your productivity. See Insert Images in Case Description.

    Known Limitation: Copying (Ctrl-C) and pasting (Ctrl-V) images is currently not supported on Internet Explorer 11. You can drag and drop the images.

  • Enhanced FAQs for customers: Assist your callers with more elaborate FAQs not worrying about the limited word count. The character limit for your FAQ is now increased from 4k to 40k. Only supervisors can create or edit FAQ categories and answers. See how to insert an FAQ from the Cases tab or Chat window.
  • Increased length of email addresses: You can now save email addresses exceeding 55 characters. The maximum limit now stands at 254 characters. This change allows many areas such as saving longer email IDs of agents, customers in Local CRM, setting up email notification for voicemails, and more.
    For the complete list of areas benefited with this enhancement, see below. See how to configure your user profile and email address.
  • Compressed embedded images: When you embed a high resolution image in your case, follow-up, or an FAQ, they are compressed automatically for faster processing and for saving bandwidth. Simply drag and drop the desired images into your content. See how to Insert Images in Case Description.

    Note: The maximum size allowed for image attachments is 20 MB. You can drag and drop images up to a maximum size of 10 MB.

The following list includes features and enhancements introduced in the recent product releases:

  • Ability to sort pending emails by waiting time, case ID, and more: In 8x8 Agent Console, agents can now sort the pending emails by longest waiting time, case ID, contact name, company, subject, and more. All the column headers in the grid view of pending emails are now active for sorting. See how to pull emails from a queue.
  • Enhanced voicemail email notification: If enabled by the administrator in Configuration Manager, agents can receive voicemail email notification. The voicemail email notification provides more data allowing you to track the queued voicemails better. The following information is captured in the voicemail email notification:
    Transaction ID, tenant name, cluster ID, phone queue ID, voicemail queue ID, calling name, interaction GUID of the inbound phone queue, transaction ID of the inbound phone interaction, voicemail begin offset, filename, agent name, and voicemail retrieval delay.
  • Ability to prevent agents from rejecting interactions: If prevented by administrators in Configuration Manager, agents cannot reject the interactions they are offered by certain or all agent groups. The Reject button in 8x8 Agent Console is disabled preventing agents from rejecting the interactions they are offered. By default, agents can reject interactions.
  • Improved broadcasting: Agents now receive an improved broadcasting message informing them of a platform switch. In addition to the notification message, a red alert bar also shows up at the top of the Control Panel alerting agents and reminding them to exhaust the interactions waiting in the queue. Agents are required to log out and log back in as they may experience some instability during the platform switch. See how you can View Notification Messages.
  • Ability to save agent preferences on server: Agents can now save their preferred settings and options such as their last selected tabs in Monitoring, pop-up chat and FAQ window size, their favorites and recents tabs, etc.on the server and access them on different computers or browsers. Prior to this enhancement, agents were able to save their preferences on their profiles and access them at the browser level only.
  • Allow agents to change display name: This new improvement allows agents to present themselves with a customized display name. The new feature ensures agent privacy and helps them save time and effort to introduce themselves to customers every time they start a new chat. The agent display name appears in the 8x8 Agent Console's Control Panel, Profile page, chat window, and CRM case created after a chat session. It can be modified by the 8x8 Contact Center administrator in the Configuration Manager or, if permitted, by the agents in 8x8 Agent Console's Profile page. The updates in 8x8 Agent Console application immediately appears in Configuration Manager and vice versa. See Configure your profile to learn how to configure your profile.
  • Enhanced control for CRM reports: If enabled by the administrator, agents can create or download reports. They can always run a report, however, even if the ability to download a report is disabled.
  • Increased data limit for inbound emails: The maximum size of an inbound email routed via email channels is now increased from 10 MB to 30 MB. You can now receive an email up to 30 MB in size. This includes the size of the attachments.
  • Notification of delayed uploading of queue data: When agents want to transfer a phone, email, and chat interaction to another queue, they may experience a delay in accessing the entire list of queues, including queues they are not part of. This may result in loading a partial list of queues, which is indicated by an exclamation symbol next to the Transfer button.
  • Improved error messages in CRM integration: If the screen pop fails to open when working with 8x8 Contact CenterLocal CRM or External CRM, the descriptive alert message notifies agents of some troubleshooting tips.
  • Ability to initiate co-browsing via Chat
  • Improved Help interface: Agents can now access FAQs, user guides, and support page via the Help menu. They can also submit feedback about the product using the Help menu.
  • Supported localization: We support European French and German languages.
  • Supported Microsoft Edge browser
  • Improved login time for agents: The time that it takes to log in to 8x8 Agent Console has been greatly improved in this release.
  • Improved Chat window capacity: Increased the chat window capacity to 5000 characters. This enhancement allows users to communicate large bodies of text, such as FAQs, via the chat window.
  • Ability to clone tasks in Local CRM: Agents can replicate tasks quickly with a click on the task form, creating a new task.

Release 8.4 (8x8 Contact Center Users with Unified Login and 8x8 Work)