What’s new for 8x8 Contact Center Beta users?

In this release of 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., we have introduced the following enhancement for Beta users:

View the Interaction history page

Note: To have this feature enabled, contact 8x8 Support or your account manager.

The 8x8 Interaction history page allows you to access your recorded interactions within the 8x8 Contact Center. From this page, you can view only your personal recorded interactions, such as:

• Inbound voice interactions
• Outbound voice interactions
• Voicemails
• Email interactions

• Chat interactions

Notes:
- Currently, outbound emails and SMS messages are not included on the Interaction history page.
- Only emails with replies to customers are displayed on the Interaction history page.

The Interaction history page empowers you to:

• Access the information from a single location.
• Provide faster support by quickly reviewing past interactions with a customer to understand their history, preferences, and any ongoing issues.
• Gain more context behind long-running or escalated cases, by having easy access to all prior communication and what steps were taken.
• Deliver faster, more accurate, and more empathetic service — which leads to higher customer satisfaction.

For more information, refer to the interaction history section of this guide.