What’s new for 8x8 Contact Center agents in December?

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

Ability to enable noise suppression

When using the embedded 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace softphone, you can enable the noise suppression feature to eliminate background noise and increase the audio quality of your interaction.

This option is enabled by default.

To enable noise suppression:

  1. Go to Change status > My profile > Settings > Audio settings.
    -OR-
    Go to Change status > Audio settings. The options open in a floating window.
  2. Click the toggle next to Enable noise suppression. The toggle turns blue when enabled.

Note: Enable noise suppression only displays when Use Agent Workspace is selected in Phone setup. For more information, see Set up workplace phone.

What’s new for 8x8 Contact Center agents in November?

In this release of 8x8 Agent Workspace, we have introduced the following enhancement:

Enhanced Playback experience

The Playback tab used to access call recordings in 8x8 Agent Workspace has been redesigned to provide supervisors with a more user-friendly design and additional features such as new filters, the ability to download interactions, and more. With these enhancements, as a supervisor, you can easily pinpoint important moments, analyze customer interactions, and assess the quality of customer service.

To access the Playback tab:

  1. Log in to 8x8 Agent Workspace using your supervisor credentials.
  2. Click Ready to work or Work Offline.
  3. Click Monitoring from the Display Panel.
  4. Click the Playback tab.
    A list of today’s recordings displays if there are any available. Use the filters to access the relevant recordings.

For more information, see Retrieve agent call recordings.

For enhancements introduced prior to this release, see our content on previous releases.