What’s new for 8x8 Contact Center agents in November 2025?
In this release, we have introduced the following enhancement:
Ability to use 8x8 Work call forwarding rules with the embedded 8x8 Agent Workspace softphone
8x8 Work call forwarding rules are now applied when using the embedded 8x8 Agent Workspace softphone. Prior to this release, call forwarding rules were automatically disabled when using the embedded softphone.
This change brings greater flexibility when using both 8x8 Work and 8x8 Contact Center tools, ensuring that calls are managed efficiently based on your existing forwarding preferences.
How it works
- Users who currently have 8x8 Agent Workspace
The brand new interface for 8x8 Contact Center agents to receive and process customer interactions. softphone selected as an endpoint:
If the embedded AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace softphone is already enabled for 8x8 Work for Desktop, 8x8 Work for Mobile, or 8x8 Work for Web, you must manually re-enable your 8x8 Work call forwarding rules to restore call forwarding behavior.
- Users who want to switch to the 8x8 Agent Workspace softphone:
8x8 Work call forwarding rules stay active by default. If you wish to disable them, turn them off manually from 8x8 Admin Console.
To enable the embedded softphone, see Set up your workplace phone.
What happens when I receive a call and call forwarding rules are enabled?
| Using the softphone with 8x8 Work apps closed | Using the softphone with 8x8 Work apps open |
|---|---|
| Calls to your 8x8 Work Direct Inward Dialing (DID)/extension follow your call forwarding rules. For example, if you’ve set calls to go to voicemail on reject, they will now do so automatically. | Incoming calls ring for 30 seconds. If unanswered, the selected call forwarding rules apply (e.g., voicemail, redirect). |
What’s new for 8x8 Contact Center agents in October 2025?
In this release of 8x8 Agent Workspace, we have introduced the following enhancement:
New contact suggestions in email fields
To streamline outbound communication, 8x8 Agent Workspace now automatically suggests contact matches when you start typing in the To, Cc, or Bcc fields. As you enter an email address or a contact’s name, a drop-down list appears with matching entries from your contact directory, allowing you to select the desired recipient quickly.
Note: The To field supports only one email address. The Cc and Bcc fields support multiple contacts.
For more information, see how to create and send a new email.
What’s new for 8x8 Contact Center agents in September 2025?
In this release of 8x8 Agent Workspace, we have introduced the following enhancement:
Improved pull email feature in the new email experience
The new email experience introduces an enhanced version of the pull email feature, designed to improve how agents retrieve messages from the queue. Both the classic and new email experiences allow agents to pull emails, but the new version in the new email experience provides greater efficiency, reliability, and flexibility. For more information see how to pull emails in the new email experience.
For enhancements introduced prior to this release, see our content on previous releases.
