What's new in December 2024?

8x8 Contact Center introduces the following new features, enhancements and fixes in December:

Ability to switch platforms without logging into 8x8 Admin Workspace again

You can now switch platforms effortlessly without logging in again. This improvement enhances efficiency, minimizes downtime, and maintains agent productivity without requiring your action.

Enhanced Playback experience in 8x8 Admin Workspace

The Playback tab used to access call recordings in 8x8 Agent Workspace has been replaced with an enhanced Interaction Retrieval widget to provide supervisors with a more user-friendly design and additional features for call monitoring, such as:

  • More intuitive experience
  • New filters
  • Ability to download interactions in bulk
  • Ability to retrieve archived interactions
  • Ability to easily access transcriptions (Requires Speech Analytics license).

This enhancement streamlines evaluations, leading to sharper insights and improved customer service. As a supervisor, you can quickly identify key moments and assess customer interaction quality.

The enhanced Interaction Retrieval widget provides supervisors with a more user-friendly design and additional features for call monitoring

To access the Playback tab:

  1. Log in to 8x8 Agent Workspaceusing your supervisor credentials.
  2. Click Ready to work or Work Offline.
  3. Click Monitoring from the Display Panel.
  4. Click the Playback tab.

    A list of today’s recordings will be displayed if any are available. Use the filters to access the relevant recordings.

    Playback experience - displays a list of today’s recordings

For more information about accessing the Playback tab, see Retrieve agent call recordings.

Bug fixes

Bug Description

VCC-82703

User experiencing an inconsistent presence between 8x8 Work and Agent Workspace

VCC-83621

The Edit and Reply buttons on emails are not displaying properly and stacking over each other

VCC-83807

Agent Workspace no longer displays both the Control Panel and Display Panel Display on a reduced screen size

VCC-83958

Embedded Chat v2 is splitting a word across two lines in the chat invitation

VCC-84227

Adding a logo to V2 Webchat creates a different behaviour from adding one to V1 Webchat

VCC-84337

Outbound called is incorrect for newly ported numbers

VCC-84383

Task Report in Agent Workspace fails and creates a misleading error message if filtered by Due Date in the task field

VCC-84495

Chat preview is missing

VCC-84496

Display Customer CLI When Call Offering is not being displayed to some users

VCC-84571

Attempting to filter interactions is getting " "xcaas-superx-proxy service is unavailable. Please try again after some time" error

VCC-84607

Config Manager not saving script linked to Agents via Users->Phone->"Channels and Scripts Linked to this agent"

VCC-84622

Chat v2 is blocking hyperlinks

VCC-84628

Agent Workspace softphone continues ringing after the call is answered
VCC-84687

Blended interactions agent is not being offered interactions whilst on another interaction

VCC-84719

CC Schedules - Opening hours are incorrect for different users

VCC-84791

Default "from address" not working with full email integration in Agent Workspace

VCC-84844

Monitoring Setup page does not show any queues, groups, or campaigns for all supervisor

VCC-84859

Configuration Manager user getting an invalid token error after only a short time of being idle

VCC-84868

Duplicate DTMF tone created for each digit pressed on AW using the keyboard on outbound calls

VCC-84869

Individual role assignment in CM for a single schedule doesn't transfer special holidays or events to the user

VCC-84952

Deleted Voicemail keeps looping back to the queue
VCC-84956

Users unable to access CEX from CC-Agent Workspace are getting a "Session Timeout" error

VCC-84973 Using "Generate Code Chat V2" to generate a chat code snippet, the invitation still pops up even if it is set to "Never" to pop
VCC-85129 Selected agents are greyed out in Queues/Skills>>Edit Chat>> Members tab but not elsewhere on CM

Important Notifications

  • Interested in getting early beta access to exciting new features? Want to help shape our future products and features? Please join our Customer Labs program to engage with our user experience research and product management teams. Visit our Customer Labs page to find additional details and enroll.
  • Product End-of-Life:

    • Webchat

      • We have released version 2 of our webchat, which you should have seen in last month's release notes, and the new features available on this. We are now starting the process to end of life of our webchat v1 and are asking customers to migrate to v2. Please see our migration guide for timelines and how you migrate.
    • Customer Experience

        • We recommend you begin the transition towards Analytics for Contact Center as soon as possible. Customer Experience Analytics no longer displays data generated for several core features (i.e. Recent Calls metrics, Visual Customer Journey, IVR Report with the Dominant Paths, Digital Channels) since the production release of 8x8 Analytics for Contact Center version 2.10, which was completed on the 20th of June 2024.

        • Historical data will continue to be available in Customer Experience Analytics, including Post-Call Survey Analytics data. Please refer to the FAQ, the migration guide and the What’s new documentation for more details on the transition.
  • Check our Network Best Practices for any updates as well as our Network Devices for updates on your applicable firewalls/devices.

What's new in October 2024?

8x8 Contact Center introduces the following new features, enhancements and fixes in October:


What's new in August 2024?

8x8 Contact Center introduces the following enhancements in August.


What's new in July 2024?

8x8 Contact Center introduces the following enhancements and fixes in July.


What's new in June 2024?

8x8 Contact Center introduces the following enhancements and fixes in June.


What's new in May 2024?

8x8 Contact Center introduces the following enhancements and fixes in May.


What's new in March 2024?

8x8 Contact Center introduces the following features in March.


What's new in January 2024?

8x8 Contact Center introduces the following features in January 2024.