Post-call transcriptions now available for Conversation IQ customers

Release 8.28

Post-call transcriptions now available for Conversation IQ customers
Customers with Conversation IQ can now access AI-powered Post-Call Transcriptions directly from the Call Recordings tab in 8x8 Work for Desktop and Web.

This enhancement enables faster and easier call review, providing powerful AI insights directly at your fingertips.

What’s New

• Full Call Transcripts – Review, search and reference complete call text without replaying the entire audio.
• AI Interaction Insights – Access detailed post-call intelligence in the Interaction Details panel, including:

1. Topic Matcher: Automatically identifies key themes discussed in the conversation.
2. Sentiment Mapping: Visualizes customer sentiment throughout the call.

Benefits

• Save time with searchable transcripts instead of manual note-taking.
• Never miss details — key insights are automatically captured and analyzed.
• Enhance quality management with AI-driven conversation intelligence.

8x8 Work app site map for easy navigation
8x8 Work now includes a comprehensive site map, which provides users with a complete overview of all application features and areas.

The Site map shows only the features and areas the user has in 8x8 Work based on its capabilities (licences, profile policies, etc.).

This enhancement allows users to:

• View all available 8x8 Work sections in a single, organized interface, including Search, Calls, Contacts, Conversations, Meetings, Call recordings, Sales & Account Workspace and specialized features.
• Access any area of the application directly through clickable links from the centralized site map location.
• Navigate more efficiently by viewing the complete structure of 8x8 Work at a glance, with logical groupings of related functionality, including communication features, contact management, and productivity tools.
• Enhanced accessibility that meets WCAG standards, ensuring all users can navigate the application effectively.

Introducing Ring Groups in the 8x8 Work for Desktop and Web
We’ve introduced a new Ring Groups tab in 8x8 Work for Desktop and Web, giving users a centralized place to view and manage all the ring groups they belong to.

For the first time, users can now log in and log out of individual ring groups directly from the app, making call handling more flexible and efficient.

What’s New

• A dedicated Ring Groups tab shows all ring groups assigned to the user.
• Users can now log in and log out of supported ring groups directly from the tab.
• Admins can control visibility of non-interactive ring groups via the new Display ring groups without login/logout controlsetting through Work Apps Settings in the 8x8 Admin Console.
• Users can also open analytics for each ring group directly from the panel.

Ring groups accessibility behavior
The new Ring Groups tab displays ring groups based on user permissions:

• Groups with login/logout permissions: Users can choose when they are available to receive calls from these groups.
• Groups without login/logout permissions: Users are always active members and cannot toggle availability.
• Automatic behavior: If a user is assigned only non-interactive ring groups and the admin has disabled the visibility setting, the Ring Groups tab is automatically hidden to keep the UI clean.

Benefits

• Centralized visibility: All assigned ring groups appear in one place.
• Improved call management: Users can control their availability by logging in or out of specific groups.
• Focused experience: Displays only the ring groups that users can actively manage
• Smart behavior: The Ring Groups tab is automatically hidden if the user only belongs to non-interactive groups and the admin has disabled visibility.
• More efficient workflows: Quick access to ring group analytics for performance insights.
• Admin control: Enables admins to maintain control over visibility and user access settings.
• Default setting: Visibility of non-interactive ring groups is OFF by default.