What’s new in the 8x8 Admin Console in 2025?

We’ve upgraded the tool for managing Recordings. The new interface allows you to view all recorded 8x8 Contact Center interactions from a pre-configured template. The interface displays agent interactions with key details such as the timestamp, the source, the agent’s name, the duration, and other related information. To learn more, see Manage recordings.

The Transcription Policy interface now offers a more modern and intuitive experience, making it easier to configure, assign, and manage transcription settings across your organization.

Key Enhancements:

• Assign transcription policies to 8x8 Contact Center queues or users, as well as 8x8 Work users.
• Apply policies in bulk to simplify management.
• Use the profanity filter (currently English only) to mask inappropriate language.
• Changes apply to future recorded interactions.

How to assign a transcription policy to 8x8 Contact Center queues or users

1. Log in to 8x8 Admin Console.
2. Navigate to Home > Transcription Policy.
3. Open the Policies tab.
4. Optional: Enable the Profanity Filter to auto-mask offensive language (English only).

5. Click Edit next to a policy to update it.

   

6. Under Assign by, select either Queue or User.

   Note: You can assign by only one method at a time. Switching will reset the current settings.

7. Optional: Switch on Show Assigned Only to filter the list.
8. In the Transcription Language column, click the dropdown to choose a language.
9. Click Save.

You may assign or unassign transcription policies whenever necessary.

To learn about multilingual transcription setup, see Set up transcription policies.

Improve transcription accuracy with a custom dictionary

The Custom Dictionary new feature allows administrators to define terms, brand names, jargon, acronyms or phrases that the default transcription service may misinterpret. Our transcription system incorporates the specified words or phrases, improving the accuracy of call transcriptions across both 8x8 Contact Center and 8x8 Work.

For example, You can define "8x8" as the correct term to ensure future transcripts automatically reflect this preference, especially if it's often incorrectly transcribed as "eight by eight" or "8 x 8".

How to add a custom dictionary term

1. Log in to 8x8 Admin Console.
2. Go to Home > Transcription Policy.
3. Open the Dictionary tab.
4. Click + Add New in the upper-right corner.
5. In the Correct word box, enter the accurate term.
6. In the Incorrect words, add any misheard versions, and click Add.
7. Select the Transcription Language.
8. Click Save.

You may add, modify, or delete dictionary terms at any time. Additionally, you can export or import an existing dictionary using CSV format.

To learn how to improve transcription accuracy with a custom dictionary, see Manage the custom dictionary.

Admins can now prevent 8x8 Engage users from pausing their assigned queues by hiding the Pause button in the My Assigned Queues panel on both desktop and web. This option is managed directly in the 8x8 Admin Console under Work Apps Settings.

Default Behavior

The Allow user to pause their assigned queues setting is enabled by default.

• If enabled: Users can see and use the Pause button in their My Active Queues panel to temporarily stop receiving queued calls (for example, during breaks or offline work).
• If disabled: The Pause option is hidden, preventing users from pausing assigned queues.

To enable or restrict pausing for their assigned queues for all 8x8 Engage users:

1. Go to Home > Work Apps Settings in 8x8 Admin Console.
2. Scroll to the 8x8 Engage settings section.

3. Toggle Allow user to pause their assigned queues on or off.

   • Enabled: The Pause button is visible in the user’s My Active Queues panel.
   • Disabled: The Pause button is hidden for all users.

   Note: This setting is enabled by default. Adjust as needed to align with your organization’s compliance and queue availability policies.

For more details on managing the 8x8 Work Apps settings, see Configure Work Apps Settings.

With version 8.23 of 8x8 Work for Desktop and web, administrators can now manage Do not Disturb (DND) status and calendar-based presence visibility directly in the Work Apps Settings, in 8x8 Admin Console. This provides administrators greater control over user availability settings across the organization.

Default Behavior

By default, the Allow user to set Do not Disturb setting is enabled.

When enabled:

• The Do not Disturb status is visible in user’s Profile page, and the 8x8 Work preview in visible the system taskbar.
• The calendar-based presence in visible in Settings > Calendar & Settings.

When disabled:

• The Do not Disturb status is removed from the user’s Profile page and from the 8x8 Work preview in the system taskbar.
• The calendar-based presence feature is hidden from Settings > Calendar & Settings.

To manage this setting for all users:

1. Go to Home > Work Apps Settings in 8x8 Admin Console.
2. Scroll to the Status section.

3. Toggle Allow user to set Do not Disturb on or off, depending on your preference.

   Note: This setting is enabled by default.

   

To full details on managing 8x8 Work application settings, see Configure Work Apps Settings.

We have updated the default settings for 8x8 Work in the Work Apps Settings to align with the 8x8 Work for Desktop and 8x8 Work for Web version 8.22, and the 8x8 Work for Mobile version 11.12 release. Administrators have the option to enable users to summarize, rephrase, and receive suggestions in chat conversations using AI.

Note: Before activating this feature, please ensure you are familiar with the relevant AI regulations in your country.

To allow users to benefit from AI capabilities in chat conversations:

1. Log in to 8x8 Admin Console.
2. Go to Home > Work Apps Settings.
3. On the Work Apps Settings page, go to General and enable Allow chat AI features option to enable users to summarize, rephrase, and receive suggestions in chat conversations using AI. Otherwise, disable this option.
4. Click Save settings. 

To learn about how to manage settings for 8x8 Work applications, see Configure Work Apps Settings.

As an admin, you can now access CRM Integration Profiles from the 8x8 Admin ConsoleHome screen. CRM Integration Profiles are a powerful tool that enables you to easily personalize and fine-tune your 8x8 Work and 8x8 Contact Center CRM integration. With CRM Integration Profiles, you gain full control over your integration workflows and experiences, allowing you to seamlessly adapt the 8x8 integration to meet your unique business requirements. Customize and configure your 8x8 integration with ease, making it a perfect fit for your organization's needs.

Features

• Edit default CRM profiles.
• Create custom CRM profiles.
• Assign users to a profile.
• Change the settings to customize a CRM profile.

Requirements

• Admin access to 8x8 Admin Console.

Limitations

• CRM Integration Profiles is currently not supported for customers with an 8x8 professional service remix or shareable remix.
• The CRM Integration Profiles settings do not impact users handling email interactions. Voice, SMS, Live Chat, and WhatsApp are supported for all applicable CRMs. WhatsApp and SMS are only available for the integrations with Salesforce and Microsoft Dynamics.
• When enabled, no existing user settings will change state. The introduction of new settings will be in the default state.

Supported CRMs in CRM Integration Profiles

The CRM Integration Profiles supports the following CRMs:

• 8x8 Contact Center for Salesforce
• 8x8 Work for Salesforce
• 8x8 Contact Center for Microsoft Dynamics
• 8x8 Work for Microsoft Dynamics
• 8x8 Contact Center for Zendesk
• 8x8 Work for Zendesk
• 8x8 Contact Center for NetSuite
• 8x8 Work for NetSuite
• 8x8 Contact Center for Zoho
• 8x8 Work for Zoho

For more information, refer to set up CRM Integration Profiles.

8x8 Work allows users to communicate simultaneously with colleagues or external contacts, whether individually or in groups, using 8x8 Work on desktop, web, or mobile. Users can send either 1:1 SMS or MMS group messages with up to 10 internal and external numbers.

Administrators can control user access to this feature by toggling the Disable Group MMS option on the Profile Policies page. This feature is enabled by default for all customers on usage-based billing.

To disable the Group MMS messaging feature:

1. From the 8x8 Admin Console menu, go to Profile Policy.
2. In the profile policies list, click Edit in the relevant profile policy row.
3. Under General, activate the Disable Group MMS toggle to disable this feature. Users will no longer be able to use the Group MMS messaging feature in 8x8 Work on desktop, web, or mobile.

To learn about how to manage profile policies, see Review profile policies.

We have introduced new default settings for 8x8 Work within the Work Apps Settings to align with the 8x8 Work for Mobile 11.11 release. Administrators can configure default settings for 8x8 Work apps across the organization by locking configurations, thus preventing users from changing them separately.

Edit the Work apps settings to align with the 8x8 Work for Mobile 11.11 release

With a single click, you can lock or unlock all settings to prevent 8x8 Work users from making individual changes or adjusting each setting separately.

To adjust the settings for 8x8 Work applications:

1. Log in to 8x8 Admin Console.
2. Go to Home > Work Apps Settings.

3. On the Work Apps Settings page, set the default values for all users in your organization.

   • Under General:

   • Disable the Allow users to change their profile picture option to prevent users from changing it from the 8x8 Work for Mobile app. Otherwise, enable this option.

   • Under Mobile-only settings:

     • Disable the Allow users to log out from the mobile app option to prevent users from logging out from the 8x8 Work for Mobile app. Otherwise, enable this option.
     • Disable the Allow users to set or modify business hours option to prevent users from setting or modifying business hours schedules from the 8x8 Work for Mobile app. Otherwise, enable this option.

     • Disable the Allow users to rate the mobile app option to prevent users from rating the app from the 8x8 Work for Mobile app. Otherwise, enable this option.

   • Under Notifications:

     • Disable the Allow users to change their notifications option to adjust their notification settings from the 8x8 Work for Mobile app. Otherwise, enable this option.

   • Under Status:

     • Disable the Alllow users to set Do not Disturb option to prevent users activating the Do not Disturb (DND) status on the mobile devices. Otherwise, enable this option.
     • Disable the Unlocked Setting option to prevent users from changing their presence and status message from the 8x8 Work for Mobile app. Otherwise, enable this option
4. Click Save settings. 

To learn about how to manage settings for 8x8 Work applications, see Configure Work Apps Settings.