What's new in 8x8 Work for Mobile 11.9 release?

In this release of 8x8 Work for Mobile, we are introducing the following enhancements:

Ability to pause and resume Contact Center queues for 8x8 XF Workspace and 8x8 Engage customers

Customer engagement specialists can pause or resume their Contact Center (CC) queues in 8x8 XF Workspace and 8x8 Engage whenever necessary. When your queues are paused, customers will not receive any queue calls and cannot take any action on the queues.

To pause/resume CC queues for engagement specialists - XF Worspace and Engage:

  1. Log in to 8x8 Work for Mobile.
  2. Swipe up or tap My Queues at the bottom of the main screen.

  3. On the My Queues screen, click Pause queues , and select a reason: Work offline or Break.

  4. Optional: Click near the selected reason for pause and choose another one if necessary.
  5. Your queues are currently disabled, and you cannot act on them. You will only receive calls once you resume them. A timer in the screen's upper-right corner shows the paused time until the queues are resumed.

    Note: When the My Queues section is collapsed, the counter still displays on the right side of the My Queues section.

  6. Click Resume queues to enable your queues and start receiving calls again.

    When you resume the queues, the counter will no longer be displayed. Your queues are enabled, and you can receive calls again or search for, enable, or disable queues.

To learn about managing phone calls in 8x8 Work for Mobile, see 8x8 Work for Mobile - About phone calls.

To learn more about 8x8 XF Workspace and 8x8 Engage , see 8x8 XF Workspace - Manage queues on mobile and 8x8 Engage - Manage queues on mobile.

Ability to transfer calls to other Contact Center queues for 8x8 XF Workspace and 8x8 Engage customers

As an engagement specialist (8x8 XF Workspace or 8x8 engage user), you can now transfer a call to the CC queues, both informal and formal, in 8x8 XF Workspace and 8x8 Engage.

The Contact Center transfer process is only activated for engagement specialists and is triggered when the call originates from a specific CC queue (identified by its queue name). During the transfer process, the user has various options, including transferring the call directly, initiating a warm transfer, or choosing from a list of other available queues to transfer the call to.

To transfer an Informal Contact Center call to a queue for XF Workspace and Engage customers:

  1. While on a call, notify the other party that you will transfer them to a colleague.
  2. Tap Transfer and select Transfer to queue to bring up a list of queues without placing the other party on hold.
  3. Select a favorite or suggested queue from the list, or enter the queue name you want to transfer to and confirm.
  4. The queue transfer has been processed, and you have been disconnected from the call. The contact you selected receives a call from the other party.

To learn about managing phone calls in 8x8 Work for Mobile, see 8x8 Work for Mobile - About phone calls.

To learn more about 8x8 XF Workspace and 8x8 Engage , see 8x8 XF Workspace - Manage queues on mobile and 8x8 Engage - Manage queues on mobile.

Transfer Informal Contact Center (ICC) calls to other queues in 8x8 XF Workspace and 8x8 Engage

Enhanced 8x8 Mobile Admin Dashboard tile: Phone Numbers

The 8x8 Mobile Admin Dashboard displays the Phone numbers tile, which shows now the usable phone numbers out of the total.

To learn more about Mobile Admin Dashboard, see Mobile Admin Dashboard.

In 8x8 Mobile Admin, the Dashboard displays the Phone numbers tile, which shows the total useable phone numbers from the total numbers


For details on features introduced prior to this release, see our list of previous releases.

Previous releases

The following features and enhancements were introduced in previous versions of 8x8 Work for Mobile (formerly known as the Virtual Office mobile app).