Release Notes | Talkdesk Admin

Talkdesk Admin is where Administrators can configure account-wide settings. Talkdesk Admin is available as an application in Workspace with the same capabilities as in Talkdesk Classic, with the exception of Studio and Integrations, which can be found on Workspace as free-standing apps. For more information, please visit this article.

Release Notes prior to the last listed date can be found here (login required).


June 5, 2023 - Talkdesk Admin: Invoices Tab

On Monday, June 5, 2023, we will release the following enhancements in the “Invoices” tab:



  • “Invoice” status: You can now see the status of each invoice (“Paid”, “Pending” and “Overdue”).
  • “Invoice” date: The date of issue will now be listed in the “History” section.
  • Filters: From now on, you can filter by “Invoice date” and “Due date”.
  • Edit billing details: You can now edit the “Bill to” contact, add recipients for receiving the invoice and edit your company’s VAT number. 


May 22, 2023 - Numbers: Canada CNAM

On Monday, May 22nd, 2023, we will release a new capability for Talkdesk Numbers.


  • Canada CNAM (Caller ID Name):  You can now apply a business or employee name for outbound calls from Canadian numbers, providing caller-ID on devices with the major Canadian carrier networks. 

How to Register a CNAM for your Canadian number

You can apply a CNAM name on a new, existing, or port-in number, by simply submitting a request with Talkdesk Support and providing the requested number and CNAM name (maximum of 15 alphanumeric characters). Our Support team will update the number information and notify you once the registration process is complete. No further action is required from you. 

Please note that it takes approximately 5-10 business days to process a porting request.

To ensure that you have the best possible experience, we have conducted extensive testing to confirm that the Caller ID name is displayed correctly on the receiving end of carriers from Rogers, Telus, and Bell Canada. Still, results may vary. 

In case of any issues with CNAM when making outbound calls to Canada, our dedicated Support Team is available 24/7 to provide assistance.


May 2, 2023 - Talkdesk Admin: Default Roles

On Tuesday, May 2nd, 2023, we will release the following feature in Talkdesk Admin:


  • Supervisor and Agent roles become non-editable: To improve usability and security for our customers, we are disabling editing for the default Agent and Supervisor roles. With this change, all Talkdesk default roles will now be uneditable, and it will not be possible to rename, deactivate, or modify the default permissions of these roles. 

If a default Role (Agent or Supervisor) has been altered by the customer, Talkdesk will duplicate that role; users will be reassigned to the newly duplicated role to ensure that there is no impact on access rights. On the account, duplicated roles’ naming will have the following appearance:

  • “Supervisor (Copied by System)”
  • “Agent (Copied by System)”


April 27, 2023 - Talkdesk Admin: Billing

On Thursday, April 27th, 2023, we will release the following enhancements in the “Usage” tab:



  • Contact center usage included: Contact center usage is now included in the “Usage” tab, containing all the relevant information on your account’s usage. In this tab, you can view information on the account balance, credit commit and usage for products such as Talkdesk Phone and Talkdesk BYOC.
  • Manage credits: Enabling auto-recharge and making one-time payments for Contact Center credits can now be done on the “Usage” tab.
  • Download usage pricing: You can now download your rate card directly from the “Usage” tab. 

For more information, please visit this article.


March 23, 2023 - Smart Help

On Thursday, March 23rd, 2023, we will release Smart Help.

Smart Help is a secondary app available from the App Center in Talkdesk Workspace. Smart Help gives you out-of-the-box templates and industry-specific intent models for quick configuration and allows you to explore self-service resources from Talkdesk Knowledge Base.


What’s Included

  • One-click installation of templates for Studio IVR flows, Virtual Agent conversational flows, and +200 intent models, across six industries and three languages.

  • Direct access to the most relevant Talkdesk Knowledge Base Articles and Release Notes for the app in focus, plus keyword search across the Knowledge Base.

How to Access 

By default, Smart Help is available within Talkdesk Workspace for all customers. All roles can access the Knowledge Base resources. Only administrators can access and install templates.

For more information, please visit this article.


December 20, 2022 - Talkdesk Admin: Product Usage Tab

On Tuesday, December 20th, 2022, we will release the Product Usage tab. 


What’s included

The Product Usage tab gives you real-time visibility of your usage for products such as Talkdesk Dialer™, Talkdesk Virtual Agent™, AI Platform, among others. In this tab, you can also see the following data:

  • The overall balance and credit commit for your account.
  • How many free minutes are available for each product and how much you have used.
  • If you have credit to commit for a specific product, you will be able to track that amount as it is being used. 
  • The balance per product.

All values are updated in real-time so that you have an accurate view of your usage at any given time.


How to Access 

The Product Usage tab is available by default within the “Admin” application.

For more information, please visit this article.


December 19, 2022 - Scope Selection by Area

On Monday, December 19, 2022, Talkdesk is releasing a new feature in Talkdesk Admin – Roles and Permissions.  


  • Scope Selection by Area: Besides selecting the scope by Application, Admin and Explore applications now support scoping by Area. For these applications, the Administrator can now define a different scope for each area. This means that the selected scope is applied only to the area to which it belongs and that you can, for example, define a different scope per dashboard.

    Keep in mind, not all areas support scopes and in those use cases, you'll see the default value N/A rendered.




December 19, 2022 - Talkdesk Users & Teams: "Parent" and "Child" Teams 

On Monday, December 19, 2022, Talkdesk is releasing a new feature in Talkdesk Users & Teams. 


  • “Parent” and “Child” teams: Admins can now create nested teams that mirror the organization’s structure by defining whether the team is a “Parent” or a “Child” team. This allows users to only see the content that is relevant to them; for instance, team managers that are added as “Members” to a “Parent” team will be able to see the users who belong to the team(s) they manage, along with any of their child teams; a team manager added as a member of a “Child” team can only see the users and information that belong to the “Child” team. 


  • Defining agent visibility within “Roles and Permissions”: Admins can now also control the level of access to grant to the users who are members of a “Parent” or a “Child” team, and which agents these members will be able to see. To do it, they can select one of the “Team” options available within “Roles and Permissions” > “Permissions” tab > “Admin” application > “Agents”:
    • All: Shows all the users from all teams.
    • Team: Shows all the users that belong to a manager’s “Parent” team, all the ring groups under “Agents” > “Ring group”, and all the ring groups assigned to the manager’s “Parent” team.
    • Child Teams: Shows all the users that belong to a manager’s “Child” teams, all the ring groups under “Agents” > “Ring group”, and all the ring groups assigned to the manager’s Child teams.
    • Team + Child Teams: Shows all the users that belong to a manager’s “Parent” and “Child” teams, all the ring groups under “Agents” > “Ring group”, and all the ring groups assigned to the manager’s “Parent” and “Child” teams.


For more information, please visit our Agents and Teams documentation



October 17, 2022 - Talkdesk Admin: Subscription Tab

On Monday, October 17th, 2022, we will conclude the rollout of the Subscription tab.

What’s Included

The Subscription tab is a new page within Admin, where you can see the overall summary of your subscription and click through to the details of the licenses that are part of your Talkdesk subscription. 

In addition, you can purchase additional Talkdesk licenses and Salesforce licenses in a self-service manner.

How to Access

The Subscription tab is available to all Talkdesk direct customers with a named license model. If your account meets these criteria, all users with the Administrator role will see the new Subscription tab, by default. You can find it next to Billing within the Admin app, or Admin section in Talkdesk Classic.

For more information, please visit this article.


September 28, 2022 - Talkdesk Admin: Routing Assignment

On Wednesday, September 28th, 2022, we will begin the progressive rollout of the following enhancements to Talkdesk Routing Assignment:


  • Update idle time for digital interactions: This functionality will update the idle time calculation when an agent is on multiple simultaneous interactions. Currently, for voice, the idle time is calculated based on the amount of time since the last interaction (i.e., inbound voice call, manual outbound call, agent-to-agent call, automated outbound, or a dedicated line) has finished. Before this release, idle time was reset only for agents on voice interactions, which could lead to some agents getting most or all of the digital interactions assigned to them while other agents got little or no interactions assigned to them. With this new capability, the digital interactions assigned to the agents will be under identical conditions. Updating Idle time for digital interactions will reset sorts agents according to the amount of time since they have accepted and ended a digital interaction. 

Note: The “Idle Time per Hour” measure on the “Agent Activity Analysis” dataset is not related to this idle time form of calculation.

For more information, please read our documentation here.


August 30, 2022 - Talkdesk Admin: Login Settings

On Tuesday, August 30th, 2022, we will release new features to Talkdesk Login Settings


  • Talkdesk Password Policies: Enables administrators to configure and manage password policies according to their security needs. A password policy is applied to all user accounts created and managed directly in Talkdesk Login Settings. Password Policy settings can be modified at any time.


What’s included

With this release, you will be able to set the following requirements for the user password: 

  • Minimum length: Sets the minimum number of total characters users must include in their passwords. 
  • Minimum upper-case: Sets the minimum number of upper-case characters users must include in their passwords. 
  • Minimum lowercase: Sets the minimum number of lowercase characters users must include in their passwords. 
  • Minimum numbers: Sets the minimum number of numeric characters users must include in their passwords.
  • Minimum special characters: Sets the minimum number of symbols users must include in their passwords. Supported characters:! " # $ % & ' ( ) * + , - . / : ; < = > ? @ [ \ ] ^ _ ` { | } ~

By default, Talkdesk minimum security values are: 

  • 8 characters for minimum password length. 
  • 1 upper-case character.
  • 1 lower-case character.
  • 1 special character.
  • 1 number.

How to Access

Talkdesk Password Policies doesn't require installation, as it will be automatically configured into all the accounts. To access these new features, go to "Login Settings" within the Preferences tab of Talkdesk Admin section.

For more information about Password Policies, please read our documentation.


August 1, 2022 - Talkdeks Admin: Workspace

On Monday, August 1st, 2022, we will release Talkdesk Legacy Admin apps on Talkdesk Workspace™.

What’s included

Current Admin apps that were only available on Talkdesk Legacy Admin, will be enabled on Workspace, such as:

  • Numbers.
  • Agents.
  • Studio.
  • Integrations.
  • Preferences.
  • Billing.

This enablement provides all the needed features to administrate Talkdesk directly within Workspace.


Studio App will be presented as “Studio”, a Workspace App.


Integrations will be presented under the “Builder” Workspace App.


All the other Admin Apps will be presented under the “Admin” Workspace App.


How to Access

The mentioned apps on Talkdesk Workspace will have the same access permissions as Talkdesk Legacy Admin; i.e., users with access to the apps in Legacy can access them on Workspace.


May 19, 2022 - Talkdesk Admin: Attribute-based Routing

On Thursday, May 19th, 2022, we will release Attribute-based Routing. Now, you can specify how calls are routed and send the callers to the most qualified agent, through predefined attributes with different levels of proficiency.

What’s included

The release includes the following:

  • Attributes management: Attribute creation and management, including Agent assignment,  with attributes individual selection and corresponding proficiency levels.
  • Routing by attributes: Studio voice routing to Agents is now more flexible, by allowing attributes to be used for Agent filtering and sorting.
  • Attributes API: Attribute management and Agent assignment available in Talkdesk public APIs.

How to use

Attribute-based Routing can be accessed by following the steps listed in our documentation.


January 18, 2022 - Talkdesk Admin: Team Splitting

On Tuesday, January 18th, 2022, we will release an enhancement to the “Teams” section in Talkdesk.


  • Team splitting: Admins now have the possibility to split teams, thus limiting a Team Leader from viewing another team’s information. With this update, Team Leaders can see only their specific team(s) and assign or remove ring groups from the agents on their team(s).

To learn more about this feature and how it can be configured, please visit our documentation on "Teams".


August 18, 2021 - Talkdesk Admin: Roles and Permissions

On Wednesday, August 18th, 2021, we will release the following updates related to Roles and Permissions, which will enhance filtering and user role visualization.

  • Users: A “Users” column is being added to the “Roles” page, under the Roles and Permissions tab of the Admin section, allowing you to see how many users are assigned to a role.


  • Inactive roles: This release also includes a new filtering option that will be added to the “Role” filter, within the Agents tab of the Admin section. Apart from filtering agents by role, you can now see agents whose role has been deactivated when filtering by “Inactive roles”.

For more information, please refer to our Agents and Teams documentation.


August 11, 2021 - Talkdesk Admin: Enhanced 911 (E911)

Beginning Wednesday, August 11th, 2021, Enhanced 911 (E911) will be gradually rolled out as a standard feature of Talkdesk Callbar™, with full deployment to all customers by August 13th, 2021.

E911 is a Federal Communications Commission program designed to automatically route 911 calls to the appropriate Public Safety Answering Point (PSAP), based on Automatic Number Identification (ANI).

For additional information, please refer to the documentation for administrators and agents.


July 15, 2021 - Talkdesk Admin: SSO Login

On Thursday, July 15,  2021, Talkdesk will be enabling the use of a Single Sign-on provider (Salesforce, Microsoft, Google, Okta, OneLogin, SAML)  as a primary and default method to log in to Talkdesk. 

On the “Admin” → “Preferences” section, clients can now enable and configure an SSO-only login and disable the “Account Login” option, thus overriding authentication with Talkdesk ID credentials.


For more information on this feature, please refer to the updated version of this article



May 3, 2021 - Talkdesk Admin: Roles and Permissions 

On Monday, May 3rd, 2021, we will initiate the progressive rollout of the new Roles and Permissions tab, under the Admin section in Talkdesk.


In an effort to improve usability and the overall user experience, we are releasing a new user interface (UI), along with the following new features and enhancements. 


  • Activating and deactivating custom roles.
  • Searching and filtering.
  • Sorting columns by name or status.
  • Viewing roles' permissions.


  • Assigning roles to users.
  • Creating custom roles. 
  • Adding and editing permissions.
  • Copying permissions from an existing role. 

For more information, please visit our Agents and Teams documentation from May 3rd onwards.  



September 3, 2020 - Talkdesk Admin: Ringing Timeout and Customer Caller ID

On September 3rd, 2020, we will release the following new features on Talkdesk’s Admin section: Ringing Timeout and Customer Caller ID.

Ringing Timeout

This feature allows Admins to define a maximum amount of time for an incoming call to ring an agent’s device before the call is rerouted back to the queue or voicemail. The 35 seconds default timeout can be increased or decreased, thus establishing a time limit for the agent to answer the call.

Customer Caller ID Enabled

By default, when a phone call is forwarded to an agent’s external phone, the number displayed on the agent’s device will be one of the account’s phone numbers. If the new Customer Caller ID option is enabled, then the number displayed on the agent’s external phone will be the contact person’s specific caller ID. This way, the agent always knows who is calling.


For more information on these new features, please visit the Numbers Custom Settings section.


June 15, 2020 - Talkdesk Admin: Teams

On Monday, June 15th, 2020, Talkdesk will begin rolling out updates to the Teams section, in an effort to provide a product that is increasingly scalable and enterprise-ready. These updates are expected to be fully rolled out by June 18th.


  • Teams main page now displays the existing teams in a list, instead of cards.
  • Pagination is now available on the Teams list view, the team details view, and when adding members to a team.
  • The new Table options button enables you to choose how many items per page you wish to see displayed.
  • When a team is selected from the list, additional details on the team are now visible, such as the name and number of team members, the time zone, and the description of the team.


If necessary, you can find more information on Teams here.


January 14, 2020  - Talkdesk Admin: Default Prefix and Agent IVR

On Tuesday, January 14th, 2020, we will begin the progressive rollout of the following features: Default Prefix and Agent IVR.

Default Prefix

This feature allows administrators to change the default country prefix for outbound calls in Callbar. The current default on a new Talkdesk account is United States (+1). The Default Prefix is an account-wide setting.

Agent IVR

With this feature, if calls are being forwarded to the external phone of an agent, an IVR message will be played when they press the “Answer” button on the phone. In the message, they are asked to press digits so the call can proceed or end. The call is only connected to the caller after the agent presses 1 on their phone, and if they press 2 it’s rejected.

For more details, please read these articles:


November 11, 2019 - Talkdesk Admin: Agents and Roles

On Monday, November 11th, 2019, we will begin the progressive rollout of a new user experience related to the management of After Call Work Settings and Ring Groups, within the Agents and Roles tabs of the Admin dashboard:


What is Changing

After Call Work:

  • “After Call Work Settings” can now be managed at the agent level: both from the agent’s profile or in bulk for a group of agents. These settings are no longer managed from the Roles tab.
  • We added two new options to the "After Call Work Timeout" drop-down list: 15 seconds and 3 minutes.

Ring Groups:

  • Role permissions have been fine-tuned so that you can choose which roles can edit ring groups from the agent’s profile.
  • Besides this, we are adding the ability to remove ring groups in bulk from a selected group of agents. 

For more details, please read these articles:

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