What's new in June 2024?
8x8 Contact Center introduces the following enhancements and fixes in June.
Enhancements in 8x8 Analytics for Contact Center
We have introduced support for the End-of-Life (EOL) initiative of Customer Experience Analytics Solution. With our latest release for 8x8 Analytics for Contact Center, we’re excited to share that core features i.e. call flow and IVR journey, repeated interactions, dominant script paths, and digital channels reports from Customer Experience Analytics are now available in 8x8 Analytics for Contact Center.
To learn more, see What's new in 8x8 Analytics for Contact Center 2.10 release.
Enhancements in 8x8 Agent Workspace
8x8 Agent Workspace has introduced the following enhancements recently:
- Add queues to favorites: When on transfer view and hovering over a queue, the favorite icon (star icon) will appear, allowing agents to add or remove a queue from favorites effortlessly to ensure quick and easy access to the preferred queues.
- MAQ metric update: On My assigned queues (MAQ), the agents' icon metric now shows Enabled and logged-in agents in a specific queue, instead of just enabled agents, for clearer visibility on a queue state.
- Chat with MS Teams users: Agents can seamlessly seek guidance to resolve complex issues and handle exceptional scenarios more effectively by initiating a chat with colleagues in Microsoft Teams directly from 8x8 Agent Workspace. For more details on enabling the functionality in Beta, please contact your Account Manager.
To learn more, see What's new for 8x8 Contact Center agents.
Enhancements in 8x8 Supervisor Workspace
8x8 Supervisor Workspace has introduced the following enhancements recently:
- AI summarization in the Interaction Retrieval Widget for Contact Center interactions
- The AI summarization feature, now in Pilot, offers concise summaries of agent-customer interactions, enriched with sentiment analysis, key topics, and interaction metrics.
- The Interaction summary can be accessed via the View Summary button in the widget interaction list or from the Full Details page, providing valuable insights for supervisors to enhance operational performance.
- If you have a Speech Analytics license and want to join the Pilot program, please contact us at [email protected] and our team will share additional details. Please note that spaces are limited, but we will try to include as many participants as possible.
- Additional metrics are available for Agents and Queues tables inside the Edit columns section. To learn more, see Configure agents table and Configure queues table.
- Supervisors can resize the Agents and Queues tables, enabling better visibility of agent and queue metrics in the workspace. Having the two tables side by side is now possible. To learn more, see Resize agents and queues tables.
Enhancement to the Say object in IVR
We are increasing the character limit in the Text to Play from 210 to 1250, allowing for longer, seamless phrases in a single entry.
To further enhance usability, we’re enlarging the text box and adding a character counter, making it easier to manage your inputs. To learn more, What's new for admins in 8x8 Contact Center.
Bug Fixes
Bug | Description |
---|---|
VCC-80298 | In Cases/Search/Advanced Search the check boxes are not complete. |
VCC-80337 | Advanced Search drop-down doesn't display the whole text. |
VCC-80715 | Any French language Admins will see all channels as Enabled = Yes. |
VCC-80872 | Predefined field customer type doesn't recognize any value when trying to insert contacts through the CM csv insert. |
VCC-80909 | Case drop-down doesn't display the whole text. |
VCC-81095 | Outbound calls are playing the notification sound 3 times after the 8x8 Agent Workspace release. |
Important Notifications
- Product End-of-Life
- Customer Experience
- We recommend you complete 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) post the release in the production environment of the 8x8 Analytics for Contact Center 2.10 version finalized 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.
- Customer Experience
- 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 May 2024?
8x8 Contact Center introduces the following enhancements and fixes in May.
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By adding a new Supervisor Workspace page, users will see the two tables (Agents and Queues) side-by-side, instead of stacked. This will improve the number of rows visible, to provide more info at a glance.
Resizing the tables will be possible when entering Edit widgets mode and clicking the bottom right corner of the tables.
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Bug | Description |
---|---|
VCC-78414 | Chat interactions in QM are not displaying caller ID information. |
VCC-78760 | User is unable to access Channels & Logins in Admin Console. |
VCC-78842 | Chat window keeps loading and spinning at launch. |
VCC-79528 | Agent is visually able to uncheck themselves from My Assigned Queues. |
VCC-79590 | Interaction Sound drop down box is empty for 8x8 branding. |
VCC-79779 | When using Firefox, drop-down lists are cut off in 8x8 Agent Workspace. |
VCC-79812 | HTML tags sent to a Chat widget become plain text after a refresh. |
VCC-80173 | When accepting an email, the status changes to wrap up as expected, but after refreshing the page, it changes to busy. |
VCC-80376 | Facebook messages intermittently show the user id instead of the user name. |
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- Product End-of-Life
- Customer Experience
- New Recent Call API is now available to all customers - please begin migration and onboarding at your earliest convenience
- Legacy NetSuite
- All versions prior to 3.1 will reach end of life on June 1st, 2024
- To upgrade to the latest version (3.1.1), follow the steps outlined in the NetSuite Admin Guide
- Customer Experience
- Enable OAuth 2.0 for NetSuite
- The 8x8 Integration for NetSuite is upgrading to use OAuth 2.0, a robust authorization framework. OAuth 2.0 is the preferred authentication method by NetSuite. Please follow the instructions listed in the NetSuite Admin Guide
- 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 March 2024?
8x8 Contact Center introduces the following features in March.
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8x8 Supervisor Workspace has introduced the following enhancements recently:
- The agent status code which indicates the reason for change of status (For example attend meeting, lunch break, attend training) is now available as a new column inside the Agents table in the dashboard.
- Ability to change agent status to Working offline or Break is now available with an additional step to also select the status code for that agent.
Additionally, we plan to introduce the following feature enhancement to our beta users in the near future:
- The Agent status mini-widget will soon be launched with an updated design to accommodate the wrap-up status (purple color) and status code overview in the tool tip.
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8x8 Agent Workspace has introduced the following enhancements recently:
- We have elevated the usability of My Assigned Queues, with a primary focus on enhancing transparency and utility, empowering agents with an intuitive and efficient view that facilitates quicker decision-making during interactions. See improvements to my assigned queues.
- We have introduced an improved experience for transferring to both queues and individual contacts to streamline workflows and empower agents to manage their interactions efficiently. Learn more.
- New modern sound notification options for incoming calls to suit everyone’s taste and needs mirroring the modern library from the 8x8 Work app will be available soon in 8x8 Agent Workspace.
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Bug | Description |
---|---|
VCC-76437 | Calls are dropping when initiating a warm transfer with MS Teams endpoints. |
VCC-76441 | Campaign records are not being purged at the end of the day as per the schedule . |
VCC-76565 | Configuration Manager - After adding users to a queue, existing assigned but disabled users are enabled again. |
VCC-76889 | There are issues with "Try Again" and "Do Not Call" logic in campaigns. |
VCC-76893 | Messages sent from 8x8 Agent Workspace to 8x8 Work users are presented with HTML tags |
VCC-76975 | In Configuration Manager, the setting for agent call recording percentage is not saving. |
VCC-77060 | Calls are stuck on a CC dashboard for two days. |
VCC-77168 | Active Inbound calls are stuck on a Persistent Auto-Answer setting. |
VCC-77237 | Queue wait time comes up as 648 months 2 weeks when you hover over the wait time. |
VCC-77296 | Calls in IIVR intermittently appear to lose their routing and end up in a "catch-all" queue. |
VCC-77577 | Cold transfers are being auto-answered using a Softphone although the Auto-Answer feature is turned off. |
VCC-77586 | User is unable to reply back to an email in Local CRM as the "Reply Button" is disabled. |
VCC-77176 | Menu narrows as you scroll down pages in the in Monitoring tab. |
VCC-77890 | In Agent Workspace, filtering contacts by type is not working. |
VCC-78245 | Reference number entered by the caller is not selecting the right SalesForce record for screen pop. |
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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.
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End-of-Life: 8x8 Customer Experience application
- The new Recent Call API is available to customers: Migration and onboarding can start any time now.
- Check our Network Best Practices for any updates as well as network devices for updates on your applicable firewalls or devices. We recommend that you check regularly for changes with your specific product.
What's new in January 2024?
8x8 Contact Center introduces the following features in January 2024.
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The 8x8 integration for Salesforce and Microsoft Dynamics now supports interactions via SMS and WhatsApp channels. With this new feature, agents can send and receive SMS and WhatsApp messages to/from customers using the chat interface in the 8x8 Contact Center app. Customers using the 8x8 Contact Center Integration can now utilize the core features of the integration including screen pop and call log creation with SMS and WhatsApp digital channels.
Features:
- Ability to initiate an SMS message from Salesforce and Microsoft Dynamics using the 8x8 integration
- Ability to view the customer contextual information when handling SMS & WhatsApp interactions
- Automatic creation of a detailed Interaction log once an SMS or WhatsApp interaction is completed
For details, refer to:
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Released earlier this month, this new enhancement allows 8x8 Contact Center agents to handle emails from the Control Panel in 8x8 Agent Workspace. This new capability allows agents to:
- View the sender’s email address in the same panel.
- Handle emails and view the thread in same panel.
- See attachments easily and the email they are associated with.
- Have their productivity reported in Analytics.
For details, see how to process email interactions using the Control Panel.
Note: We will continue to support the previous experience of handling emails via the Display panel.
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We are planning to release the following enhancements in 8x8 Supervisor Workspace soon:
- 8x8 Supervisor Workspace will display only those queues assigned in Configuration Manager as supervised. This will fix filtering performance issues and aligns Supervisor Workspace with Configuration Manager settings.
- New status code column will be added to the Agents table in Supervisor Workspace
- Supervisors will be able to change agent status to “Working offline” and “On-break” with the possibility to select also the agent status code (sub-status)
- Agents and Queues tables will now behave as mini-widgets with the ability to remove one or both from the page, place them at the top of page.
- The Interaction Retrieval widget will introduce playback functionality for audio and video interactions.
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Customers currently using 8x8 Speech Analytics have the option to participate in our early beta stages of testing AI summarization. This new feature will automatically extract key insights from a conversation and automatically upload the summary to the CRM.
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Bug | Description |
---|---|
VCC-75679 |
When a new conversation is created through the Chat Gateway, then the Additional Properties are not working as documented. |
VCC-75705 | Answer Machine Detection (AMD) is intermittently not identifying a voicemail. |
VCC-76059 | There is an intermitent issue with CC (Carbon Copy) addresses not showing in Contact Centre cases. |
VCC-76112 | Status and Overload Conditions are not working as expected. |
VCC-76379 | The license count is incorrect in 8x8 Contact Center whereas it is correct in Admin Console. |
VCC-76452 | In the Agent Workspace Knowledge Base, drop down options are being obscurred by other settings. |
VCC-76524 | DAR # value remains the same after deletion, rather than being blank |
VCC-76571 | Quick replies for webchat are not working. |
VCC-76617 | Misleading log out message suggests a supervisor has taken action, when in effect it was a session timeout. |
VCC-76627 | Received emails are having the "+" removed from the sender's email address |
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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.
-
End-of-Life: 8x8 Customer Experience application
- The new Recent Call API is available to customers: Migration and onboarding can start any time now.
- Check our Network Best Practices for any updates as well as network devices for updates on your applicable firewalls or devices. We recommend that you check regularly for changes with your specific product.