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.

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.

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.

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:

• What's new in the 8x8 Contact Center integration for Salesforce
• What's new in the 8x8 Contact Center integration for Microsoft Dynamics

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.

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.

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.

• 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.