What’s new for 8x8 Contact Center agents in April 2025?

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:

View the Interaction history page

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.

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

In this release of 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace, we have introduced the following enhancement:

Ability to enable noise suppression

When using the embedded 8x8 Agent 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: The option to Enable noise suppression only displays when Use Agent Workspace is selected in Phone setup. For more information, see Set up workplace phone.

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