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

 

September 18, 2023 - Talkdesk Users Tab

On Monday, September 18, 2023, we will release the new Users Tab in Talkdesk Workspace. 

The new Users Tab represents an improved experience for user provisioning and management. It will offer a centralized way of administering the profiles of your contact center agents. 

 

What’s included

The Users Tab allows you to create, update, and delete user profiles in your apps. 

You can also use it to manage user profile attributes like name, email, or role, individually or using bulk import via a CSV file. The User Profile page shows the user’s team and external ID.

Note: Bulk Actions will remain in the Agents tab.

 

How to Access / Install

The Users Tab is accessible to all customers by default and can be found within the Admin Application of your Talkdesk account. 

 

 

 

September 4, 2023 - Talkdesk Admin: Agents

On Monday, September 4th, 2023, we will release a new version of Admin > Agents tab, with the following new feature:

 

New:

• “Login on Talkdesk Workspace” setting enabled for all agents: From September 4th, all agents will have their agent’s setting “Login on Talkdesk Workspace” not overwrite the setting defined at the account level. With this change, all agents will have their login by default on Talkdesk Workspace (following this update). Agents that previously had this setting turned off and were logging in directly on Talkdesk Classic will now log in directly on Workspace. 

 

For more information, please read in our Knowledge Base documentation the Product announcement made here on March 3, 2023

 

 

September 4, 2023 - Talkdesk Admin: Preferences

On Monday, September 4th, 2023, we will release a new version of Admin > Preferences tab, with the following new feature:

 

New:

• “Login on Talkdesk Workspace” setting enabled for all accounts: From September 4th, all accounts will have the account setting “Login on Talkdesk Workspace” set to active. This means that all accounts will log in to Talkdesk Workspace by default. Accounts that previously had this setting turned off and were logging in directly on Talkdesk Classic will now have this setting active and will log in directly on Workspace. 

 

For more information, please read the Product announcement made here on March 3rd, 2023.

 

 

August 30, 2023 - Talkdesk Admin: Roles and Permissions

On Monday, September 4th, 2023, we are changing the look and feel of the Permissions editing page of the Roles and Permissions tab on the Admin app.

 

New:

The new Permissions editing page allows you to manage permissions in a simpler manner. With it, you will be able to navigate through the different applications in your account and select the permissions you want to assign or unassign to your custom roles. 

For more information, please read our documentation.

 

July 3, 2023 - Talkdesk Admin: Billing

On Monday, July 3, 2023, we will release the following feature in Billing:

 

New:

• Self-service usage cost reporting: Admins will now be able to view and download usage cost reporting, which provides a breakdown of interactions that resulted in a usage charge. The following will be available:
  • “Usage” report: A list of all interactions which took place and the charge which arose from them. 
  • “Transaction details” report: A list of the transactions which took place on each charge. 
  • Download usage pricing: You can download the rate card which is applied to your account.

Note: The “Self-service usage cost reporting” feature is being rolled out starting on July 3, 2023. As a result, not all accounts will have immediate access to it.

 

June 27, 2023 - Numbers: New Experience in Workspace

On Tuesday, June 27th, 2023, we will begin the progressive rollout of the following for Talkdesk Numbers: 

New:

• Numbers Experience in Workspace: We are releasing a new experience for Numbers, within the Talkdesk Admin app in Workspace, making it easier to buy, port, and manage phone numbers. Initially, the new experience will be rolled out progressively to all US accounts. We will make it available for Europe and Canada in the next few months, announcing it accordingly. 

What’s Included

Number Purchasing:

• Self-service purchase of US and Canada numbers.
• Information about number capabilities and coverage.
• User guidance when placing international purchase requests.
• Improved number search, with more search results.

Number Porting:

• User guidance when placing porting requests.

Your Numbers:

• Basic details: Number, Country, Location, Type, Origin.
• Search, including filters.
• Quick actions: “Delete” and edit “Friendly Name”.
• Product assignment, indicating if the number is assigned to Talkdesk Phone™ or Talkdesk Studio™.
• Coverage (how the number can be used).
• Shortcut to Classic Routing Settings.

 

How to Access / Install

No action is needed to install the new Numbers experience. This is available by default to all US customers when accessing the Talkdesk Admin app in Workspace. For more information, please check our Numbers documentation.

 

June 5, 2023 - Talkdesk Admin: Invoices Tab

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

 

Enhancements:

• “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.

New:

• 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:

New:

• 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:

 

Enhancements:

• 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.  

New:

• 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. 

New:

• “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.

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:

• Default Prefix
• Routing Settings (Agent IVR)