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What's new in the July 2026 release for Beta 8x8 Contact Center administrators?

  • Updated on Jul 31, 2026
  • Published on Jul 23, 2026
  • 10 minute(s) read
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Enable email parking for agents

Note:

This feature is currently available to Beta users upon request. For more information, reach out to your Account Manager.Your content goes here

As an administrator, you can enable email parking for agents in 8x8 Configuration Manager. This feature allows agents to temporarily park emails while they gather information required for their reply.

For agents to have access to email parking, you must enable this feature at two levels:

Important:

You must enable email parking at agent group level for the feature to work in 8x8 Agent Workspace.

At user level, you can also set the maximum number of emails each agent is allowed to park at one time. The maximum number you can select is 50.

How the two levels work together

The agent group level acts as the master switch for email parking. When email parking is enabled at the agent group level, all agents in that group inherit access to the feature by default. You can then use the user level to refine access for individual agents. For example, if a specific agent in the group does not need email parking, you can disable it for that agent at the user level without affecting the rest of the group.

Requirements

  • You must have administrator access to 8x8 Configuration Manager.

  • Agents must be assigned to an agent group before you can enable email parking for them.

Enable email parking at the agent group level

  1. In 8x8 Configuration Manager, select Agent Groups from the left navigation menu.

  2. Select the agent group you want to update, then select the Edit  icon.

  3. From the General tab, scroll down to the Email Parking section.

  4. Select the Enable email parking check box.

  5. Select Save.

Note:

Clicking Reset all agents resets the email parking setting to the default for all agents in the group.

Enable email parking at the user level

  1. In 8x8 Configuration Manager, select Users from the left navigation menu.

  2. Select the user you want to update, then select the Edit icon.

  3. Select the Interactions tab.

  4. From the Email Parking section, select the Enable email parking check box.

  5. In the Max number of parked emails drop-down, select the maximum number of emails the agent can park at one time. The default and maximum value you can set is 50.

  6. Select Save.

What's new in Beta for 8x8 Contact Center administrators?

In this release, we’ve introduced the following features:

Introducing 8x8 Customer 360 Open Beta

In this release of 8x8 Agent Workspace, we have introduced Customer 360, a unified experience that brings customer data, interaction history, and insights into a single view during live interactions.

For administrators, this release includes new configuration options to enable Customer 360 with or without a local CRM, manage screen pop behavior, and control how interaction data is captured and displayed. These updates help ensure agents have access to the right customer context while supporting your organization’s workflows and integration needs.

Customer 360 is now available for organizations:

The differences between Customer 360 with and without Local CRM enabled are summarized in the table below:

Feature

With Local CRM

Without Local CRM

Data source

Uses records and data stored in the Local CRM module.

Uses only data available in Analytics.

Customer identity

Shows a complete customer identity using CRM records.

Shows data based on a contact identifier such as a phone number or email address.

Interaction history

Provides full customer history without switching views.

Shows past interactions linked to a contact identifier, such as an email address or phone number.

Record interaction

Allows agents to interact directly with CRM records and data.

Doesn’t allow interaction with CRM records or data.

Visibility of insights

Includes sentiment analysis and topics in the standard profile snapshot.

Note:

Topics and sentiment require a Speech Analytics license and at least two prior recorded interactions.

Shows sentiment and topics only when Speech Analytics is enabled.

Note:

Topics and sentiment require a Speech Analytics license and at least two prior recorded interactions.

CRM actions

Allows agents to log cases, update records, and perform CRM actions in a single view.

Doesn’t support interaction with CRM-specific records.

Requirements

  • Access to 8x8 Configuration Manager with administrator permissions.

  • Customer 360 feature enabled for your organization.

  • Supported interaction channels configured.

  • (Optional) Speech Analytics license enabled and assigned to agents to view sentiment and topic insights.

  • (Optional) When handling emails in Customer 360, admins must select the Enable full email integration in Agent Workspace option in 8x8 Configuration Manager. See Enable the improved email experience for Customer 360.

Test Customer 360 during Open Beta

When Customer 360 is enabled for open beta, a banner appears in 8x8 Agent Workspace for administrators and supervisors. To test the feature locally, enable the Preview Customer 360 toggle from the banner.

This preview lets you explore the new experience before general availability. From the banner, you can also select Learn more to access documentation and submit feedback.

The preview applies only to your view and doesn’t affect other users unless you choose to enable Customer 360 at Agent Group level. Test by initiating inbound or outbound interactions on any channel to experience the new workflow in your organization. Testing early helps you confirm workflows, spot gaps, and prepare for a smoother rollout.

Before you enable this feature for agents, you must configure Customer 360 based on your CRM setup and desired screen pop behavior. To learn more, see Configure Customer 360 with Local CRM or Configure Customer 360 without Local CRM.

Introducing the 8x8 Smart Assist integration (Limited availability)

We’re introducing support for the 8x8 Smart Assist integration, a new AI-powered feature in 8x8 Agent Workspace. It helps agents work smarter and respond faster during customer interactions.

Contact Center agents often deal with too much information, slow response times, and disjointed workflows. These challenges can lead to longer call handling times and inconsistent responses. 8x8 Smart Assist helps by providing real-time insights, intelligent suggestions, and automated summaries. It reduces manual effort and lets agents focus on giving customers a better experience.

Note:

Only users enabled by an admin can access 8x8 Smart Assist.

Key benefits

  • Real-time support: Provides contextual insights during live conversations, helping agents respond faster and more accurately.

  • Automated summaries: Reduce wrap-up time with AI-generated call summaries and CRM updates.

  • Next best action: Offers proactive recommendations based on the current conversation.

  • CRM and knowledge base integration: Provides access to customer history, FAQs, and troubleshooting guides within the same panel.

Requirements

  • Access to 8x8 Admin Console.

  • Access to 8x8 Configuration Manager.

  • Access to Creovai.

  • You must enable third-party cookies for 8x8 Smart Assist to display in your 8x8 Agent Workspace account.

Limitations

  • 8x8 Agent Workspace and 8x8 Smart Assist have separate login systems. Use the unique credentials provided for each to sign in.

  • 8x8 Smart Assist is not currently supported in external CRMs.

Configure the 8x8 Smart Assist integration

8x8 Smart Assist can be configured to suit your organizational needs. Access to 8x8 Smart Assist involves two separate controls: visibility of the login panel and login capability.

Visibility of the 8x8 Smart Assist login panel within 88x8 Agent Workspace can be granted to:

  • All users on a tenant by enabling this integration at the tenant level.

  • Specific agents on a tenant by providing a list of required users to your 8x8 Account Representative.

Login capabilities are granted via the Creovai platform. You must create a new user for each agent you wish to use the 8x8 Smart Assist.

To enable 8x8 Smart Assist for your agents, you must work in collaboration with your 8x8 Account Representative and Creovai. To learn more, see how to configure 8x8 Smart Assist.

Enable the 8x8 Agent Workspace softphone feature

This release introduces the new 8x8 Agent Workspace softphone feature embedded in the 8x8 Agent Workspace app. With this new feature,  8x8 Contact Center agents can use the 8x8 Agent Workspace softphone to connect with customers and can answer calls experience directly from the browser when a call is offered.

Until now, agents had to use a hard phone, a cell phone, or a softphone app to answer calls in the 8x8 Agent Workspace. Now, while using the 8x8 Agent Workspace softphone app, agents can answer calls in 8x8 Agent Workspace without logging into their 8x8 Work app.

Pre-Requisite:

Agents must have an 8x8 Work license assigned to their profile.
Admins can enable 8x8 Agent Workspace softphone capability only for agents having an 8x8 Work license assigned to their profile.  If the agents do not have an 8x8 Work app license, this option is disabled, and the admin cannot enable it for those agents.

In 8x8 Configuration Manager, admins can activate the option for specific agents.

In 8x8 Agent Workspace, agents can enable this option from their profile page. After admins enable the 8x8 Agent Workspace softphone feature, agents must configure their microphone in the browser and adjust the volume to improve the audio experience. In addition, they can configure the interaction sound and allow browser notifications as needed. To learn how to enable this feature by agents directly from 8x8 Agent Workspace, click here.

To enable 8x8 Agent Workspace softphone:

  1. Go to Home > Users.

  2. Click Edit  in the desired user row.

  3. Open the Phone tab, and under Phone setup, click Use Agent Workspace to enable that user to make and receive calls using the  Agent Workspace app.

    If the agent you select has no active license, the Use Agent Workspace option is disabled.

  4. Save your new settings.

To find more about how to configure the phone settings, see Configure phone settings.

Call emergency services limitation for 8x8 Agent Workspace softphone Beta customers

Important!

Beta customers can only place emergency calls from 8x8 Work for Desktop.
Emergency call support in 8x8 Agent Workspace will only be available in the General Availability phase.

Introducing the Agent Groups feature

Note:

This feature is available on request. Reach out to your 8x8 Account Manager for details.

In this release, we are introducing major improvements in the product user experience. By default, these new features are disabled. You can access them by enabling to preview them:

Improvements in the new user interface and experience:

  • Updated and modern user interface and a much cleaner and intuitive admin experience

  • New keyword search feature available in all sections

  • Improved and powerful capabilities to filter and sort by multiple criteria features

  • Ability to download data in a CSV format

  • Bulk editing capability to update settings for multiple records

Ability to preview the new updated Configuration Manager UI

In this release, we introduce a new interface to the Agent Groups  feature and a modern and more intuitive user experience, which aligns with all our 8x8 applications.

This Beta release provides an updated UI for the Agent Groups section only. In addition, admins can preview and test the updated UI features or return to the current UI whenever needed.

To preview the new Agent Groups feature:

  1. Log in to 8x8 Configuration Manager.

  2. In the header menu, toggle on Preview new features.

  3. From the Configuration Menu, open Agent Groups. The new UI displays, along with all the available enhancements.

  4. Toggle off the Preview new features to return to the current UI.

Configuration Manager UI - old experienceConfiguration Manager UI - new experience

Manage the new Agent Groups feature

Important!

To preview the new Agent Groups feature, select the Preview new features toggle on from the header menu.

The Agent Groups feature is now available in a new, updated UI, which offers admins an improved and more efficient user flow.

Along with the improvements of the new user interface and experience, here are the changes:

  • Retain the column view, filter and sort preferences in the agent groups list even when you log out, clear your cache, or change browsers.

  • Choose how many rows you can view per page (between 10 and 200).

  • Choose what columns to display.

  • Sort the records by any displayed column to help find the record(s) you need more quickly.

  • Filter records based on one or more criteria to manage large groups more efficiently.

  • See individual details in a side panel by clicking a row without opening each record on a new page.

  • Add, edit, and delete a new group for more efficiency.

  • Update in bulk selected records or select all (agent groups) for more efficiency.

  • Bulk update several selected record(s) settings to quickly and efficiently update settings.

  • Quickly update selected records by editing a single field (not a related parent/child assignment) without navigating through multiple tabs to find a single field to update.

  • Enable, disable, and delete selected agent group(s) without navigating the bulk/quick update flows for more efficiency.

As an admin, you can:

  • Add a new agent group

  • Clone an agent group

  • Edit agent groups

  • Edit settings in bulk

  • Set a default group

  • Assign/reassign agent group memberships

  • Delete agent groups

  • View the available agent groups details

  • Configure how the data displays in agent groups

  • Filter agent groups list by multiple criteria

  • Sort agent groups list

  • Download agent groups reports

To learn how to manage agent groups, see New Agent Groups feature (Beta).

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