What’s new for 8x8 Contact Center agents?

What’s new for 8×8 Contact Center agents in August 2026?

In this release, we have introduced the following enhancements:

• View interaction details in Customer 360

• Access attachments for the new email experience with Customer 360 enabled

• View a screen pop in a side panel for Customer 360

• View Cases and tasks on the home screen when Customer 360 is enabled

• Ability to use call handling tones

View interaction details in Customer 360

Customer 360 now opens a details drawer for any interaction in the Timeline. Click the Open interaction details icon next to an interaction in the Timeline to view more information without leaving Customer 360.

Note:

If an interaction (task or case) is added manually, the interaction drawer doesn’t show any details for that interaction.

The drawer adapts to each conversation type based on available data. It presents a consistent set of details, such as sentiment, notes, a summary, action items, topics, wrap-up codes, etc.

The header indicates the interaction type. It links to the call log for a voice interaction or to the case for an email interaction, and shows the matching channel and interaction type. The summary is built from a previous recording, so an interaction without a recording does not show a summary.

Each section loads data individually. The drawer shows a clear state for a section that is still loading, that runs into an error, or that has no data yet.

Requirements

A Speech Analytics license and at least two previously recorded interactions are required to see topics and sentiment data in the interaction details drawer.

Benefits

• Faster context: Opens the full interaction details in a side panel directly from the Timeline, so you stay in Customer 360 while you review a conversation.

• Details that fit the interaction: Shows content tailored to the interaction type and to whether a previous recording exists, so you see only the information that applies to each conversation.

• Clear per-section feedback: Displays a separate loading, error, or no-data state for each section, so you always know the status of the details in front of you.

Access attachments for the new email experience with Customer 360 enabled

When you reply to a customer in the new email experience with Customer 360 enabled, attachments received from the customer are not displayed directly in the interaction panel.

To view attachments sent by the customer during previous interactions:

1. Start the reply process.

2. Click the More actions menu.

3. Select See received attachments.

   

4. In the Attachments panel, click the download icon next to a file name to download it.  Files are grouped by the date and time they were received from the customer.

   

View a screen pop in a side panel for Customer 360

When an admin configures a custom screen pop and the Open new window for screenpop setting is disabled, the screen pop now appears directly in the side panel of 8x8 Agent Workspace. You can open the screen pop from the right sidebar at any time.

View Cases and tasks on the home screen when Customer 360 is enabled

When you use Customer 360 with local CRM, the home screen now shows My assigned queues and Cases and tasks side by side. You get a consolidated view that reduces unnecessary navigation.

Note:

Cases and tasks appears next to My assigned queues at full page width and is hidden when the page is resized.

If you use Customer 360 without local CRM, the home screen shows Contacts instead of Cases and tasks.

• To learn more about the benefits of Customer 360 with Local CRM and how it works, see Customer 360 with Local CRM.

• To learn about the benefits of Customer 360 without Local CRM and how it works, see Customer 360 without Local CRM.

• Administrators configuring Customer 360 can find setup instructions in Configuration Manager.

Ability to use call handling tones

Call handling tones are short audible tones that play when key call events occur. They let you recognize each event by ear, so you can respond without watching the screen and keep your attention on the customer. Tones play only to you, not to the customer.

This setting is enabled by default for agents using the 8x8 Agent Workspace softphone. If you find the tones distracting, you can turn the feature off.

When enabled, the following tones play to notify you when a call event occurs:

• Call end: A tone plays when a call is terminated, so you know it ended successfully. This covers all end-call scenarios, including calls you end, calls rejected by the other party, and conference or monitoring calls.

• Call hold: A tone plays when you place a customer on hold.

• Call transfer: A completion tone plays when a transfer succeeds. No tone plays if the transfer does not complete.

Notes:

• Call handling tones are predefined, drawn from the standard 8x8 Work tone library, and cannot be customized.

• If a call ends immediately after a transfer, the call-end tone does not play, matching the behavior in 8x8 Work apps.

To enable or disable call handling tones:

1. Log in to 8x8 Agent Workspace.

2. Go to Change status .

3. Select Audio settings to display the Audio settings panel.
   - Or -
   Click My profile.

4. Toggle on/off Enable call handling tones. The toggle turns blue when enabled.
   

5. Click Confirm changes if the changes are made from My profile.

What’s new for 8×8 Contact Center agents in December 2025?

In this release, we have introduced the following enhancement:

Enhanced presence indicators in contact directory

Note:

This feature is currently Off by default. To enable it for your account, contact 8x8 Support. When enabled, the presence indicators display user availability across both 8x8 Contact Center and 8x8 Work platforms.

Access the enhanced directory from the side navigation bar by clicking Contacts . The new directory includes improved presence indicators that show availability across both 8x8 Contact Center and 8x8 Work platforms. This enhancement helps teams collaborate more efficiently by surfacing real-time presence status directly within both environments. Hovering over the status displays the status as set by the user on the platforms.

Let's say Robin needs to escalate a customer issue to Pat, a billing specialist who primarily uses the 8x8 Work app. With the unified presence indicator, Robin can instantly see if Pat is available to take the call, thus saving time and improving resolution speed.

Benefits

• Streamlined collaboration: Agents can see whether a colleague who uses both platforms is available in 8x8 Work before initiating contact, reducing delays and missed interactions.

• Real-time status updates: Unified presence ensures that status updates are synced between platforms in real time. The status displays both the status and sub-status codes.

• Smarter call routing: If a contact is using both platforms and you initiate a call from the Contacts tab, the system intelligently routes the call based on availability, prioritizing 8x8 Contact Center presence. For more information, see how the presence status determines routing.

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 softphone selected as an endpoint:
  If the embedded Agent 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?

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