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

 

September 26, 2024: Billing

 

On Thursday, September 26th, 2024, we will release the following  on Admin > Billing:

New:

• Usage cost reports: Now, the available reports “Billing Usage Cost Report”’, “Billing Usage Aggregated Report’, and ‘Billing Usage Transactions’ will have a new column, “Usage wallet name”, that states which type of usage was charged on each transaction. The usage wallet name is referred to in the usage line items on the customer invoices, which will improve usage auditability. 

For more information, please check this article: 

• Self-service Usage Cost Reporting

 

August 12th, 2024 - Talkdesk Admin: Security Settings

On Monday, August 12th, 2024, we will progressively release the following feature on Talkdesk Admin:

New:

• Force User Logout: Now, a new session management capability is available at Admin > Security Settings. Admins can set an account-level inactivity time, to determine when users will be logged out of Talkdesk. By default, this setting is disabled. After being enabled it is applicable on products where users are logged in, such as the Browser version and Workspace Desktop.

Notes:

• As this feature is rolled out for each account, the existing “Timeout Inactivity” setting on Admin > Preferences > Agent Workflow will no longer be available. Existing configurations won’t migrate to this session management setting.
• This feature is not applied to users logged in on Workspace Embedded, nor on Talkdesk for Service Cloud Voice.

For more information, please check these articles: 

• Talkdesk Admin Overview
• Talkdesk Admin: Security Settings

 

July 1, 2024 - Talkdesk Admin: Users Tab

On Monday, July 1st, 2024, we will begin a progressive rollout of the following features for the Users app:

New:

• Role assignment via Roles and Permissions: Now, when you define the Create or Update permissions for the Admin > Agents area, you can define which roles can be assigned when a user is created/updated on the Users app. With this feature, a role might be able to create and/or update new users with a specific set of roles but will not be able to create users from other roles or update an user to a role outside the specified set.

For more information on the Role assignment feature, visit our knowledge base.

 

June 26, 2024 - Talkdesk Admin: Users Tab

On Wednesday, June 26th, 2024, we will release the following features for the Users tab:

New:

• Improved user experience: Several enhancements were implemented to provide a more seamless user experience:
  • You can search for multiple emails with the search functionality.
  • Now you can access the edit Profile and edit Classic Settings tab directly from the user list.
  • User team assignment is now viewable as a column on the user list and a filtering option.

 

June 07, 2024 - Talkdesk Admin: Call Recording Settings

On Friday, June  7th, 2024, we will release the following enhancement in Talkdesk Admin.

Enhancement:

• Contact Recording Settings: This feature allows customer administrators to suppress the recording of the contact side entirely - only recording the agent portion of a conversation. By implementing this feature, organizations can reduce the risk of inadvertently recording personal data without proper legal basis or compliance processes being in place. When the feature is enabled, the contact portion of a call will continue to be recorded while if the feature is disabled only the agent side of the call will be recorded.

 

May 22, 2024 - Talkdesk Admin: Agent to Agent Call Recording

On Wednesday, May 22nd, 2024, we will release the following enhancement in Talkdesk Admin.

Enhancements:

• Agent to Agent Call Recording: Agent to Agent Call Recording allows contact centers to capture and store recordings of direct calls between agents. This provides better visibility into agent collaboration and communication workflows.
  
  

May 22, 2024 - Talkdesk Admin: External Transfers Recording

On Wednesday, May 22nd, 2024, we will release the following enhancement in Talkdesk Admin.

Enhancement:

• External Transfer Recording Administration: With the new External Transfers setting, administrators can now enable and disable whether a call will continue being recorded following a transfer to an external number. The administrator will have two options: when enabled, the recording will continue after an external transfer, and when disabled, the recording will stop after an external transfer.

For more information, please check our Knowledge Base article.

May 22, 2024 - Talkdesk Admin

On Wednesday, May 22nd, 2024, we will release the following enhancement in Talkdesk Admin:

New: 

• New Admin menu: The Admin menu will now have logical sections to organize the several items. The goal is to improve the menu's usability and support its scalability as new options are progressively added.

Each section now aggregates the existing menu items, and users continue to see only the ones they can access. A specific section is only displayed if a user has permission to at least one menu item inside that section.

To learn more, see Talkdesk Admin: Overview.

 

May 15, 2024 - Talkdesk Admin: Subscription

On Wednesday, May 15th, 2024, the progressive rollout of the following feature will enter its final stage. 

New:

• Manage seats: Starting on May 15th, 2024, the remaining eligible accounts will be given access to the “Manage seats” button under Admin > Subscription. Customers under the named seat pricing model can explicitly assign “Add-on” seats to the users they want to. Customers will be informed when the limit of contracted seats for each product is reached and will be able to buy more seats seamlessly.

For more information, please check these articles: 

• Subscription Tab, Adding Licenses, and Managing Seats 
• Billing FAQ

 

May 13, 2024 - Talkdesk Admin: Billing

On Monday, May 13th, 2024, we will release the following enhancements in the Subscription tab:

Enhancements:

• Subscription tab available only from Talkdesk Workspace: The Subscription tab will no longer be available from the Admin section in Talkdesk Classic, to improve the usability and reliably support new features under development. 

Note: For that reason, the URL of the Subscription tab within the Admin app in Talkdesk Workspace, is also changing from [account-name].mytalkdesk.com/atlas/apps/classic-admin/admin/subscription to [account-name].mytalkdesk.com/atlas/apps/provisioning/subscription.

 

May 2, 2024 - Talkdesk Admin: Billing

On Thursday, May 2, 2024, we will release the following on Admin > Billing Overview:

New:

• "Subscribed plan" card: Now, you’ll have access to information about seat usage, offering a quick view of how many base seats are already occupied by active users, versus the total number of purchased base seats.

 

April 10, 2024 - Talkdesk Admin: Users Tab

On Thursday, April 4th, 2024, we will release the following feature in the Users tab:

 

New:

• Bulk delete via Bulk import: From now on, you can bulk delete users through the Bulk Import feature. Upload a CSV containing the Email column with the users to delete email and those users will be deleted. This is an irreversible action. For more information on the Bulk import feature or how to create the CSV, visit our knowledge base.

 

December 1, 2023 - Talkdesk Admin: Teams Tab

On Friday, December 1, 2023, we will release the following features and enhancements for the Teams tab:

New:

• Delete Teams: It is now possible to delete teams on the Teams tab. Deleting a team is an irreversible action.

For more information, please visit our Knowledge Base.

 

December 1, 2023 - Talkdesk Admin: Users Tab

On Friday, December 1, 2023, we will release the new Users Tab in Talkdesk Workspace.

New:

We’ve upgraded user/agent management experience by integrating a new Users tab in the Admin application. 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 execute bulk actions, and 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.

For more information, please visit our Knowledge Base.

Note: The rollout will start with a select cohort of customers on December 1, 2023. By January 5, 2024, all customers will have access to the new Users tab. Until August 12, 2024, you can still access the Agents tab.

 

November 27, 2023 - Talkdesk Admin: Bulk Actions for Accounts with Users Tab

On Monday, November 27th, 2023, we will release the following feature for accounts with the Users tab: 

New:

• Bulk actions: It is now possible to select multiple users and perform bulk operations, such as: Activation, Privacy, After Call Work, Call Quality Feedback and Device, Settings, Add and Remove Ring Groups, Assign Roles, among others.

For more information, please visit this article.

 

November 22, 2023 - Talkdesk Admin: Billing

On Wednesday, November 22nd, 2023, we will begin a progressive rollout of the following features in Billing:

New:

The Billing Overview provides a snapshot of all the relevant information that you may need concerning billing for your account.

• Current usage: Shows the current balance of usage on the account and is shown in near real-time.
• Cost reports: Shows the amount of usage on the latest invoice and a shortcut to the reporting and dashboard. 
• Overdue invoices: Shows the value of invoices that have yet to be paid by the due date and how many days they are past due. 
• Latest invoice: Show the amount due on the latest invoice, with the due date and payment status. 
• Billing details: Shows the details of the “Bill to” contact and “Email recipients” of the invoices. 
• Subscribed plan: Shows the edition purchased on the account and the total price for those licenses. 
• Payment method: Shows the account's payment method, which can either be “Invoice” or “Credit card”. 

For more information, please visit this article.

 

October 17, 2023 - Talkdesk Admin: Agents

On Thursday, October 17th, 2023, we will release a new version of Admin > Agents tab, with the following new feature:

 

New:

• “Login on Talkdesk Workspace” setting removed for all agents: From October 17th, all agents will have their agent’s setting “Login on Talkdesk Workspace” removed. This means that all agents will be logged in directly on Workspace, and it will not be possible to revert this setting. 

For more information, please read the Product announcement here.

 

October 17, 2023 - Talkdesk Admin: Preferences

On Tuesday, October 17th, 2023, we will release a new version of the Admin > Preferences tab, with the following new features, enhancements, and fixes:

 

New:

• “Login on Talkdesk Workspace” setting removed for all accounts: From October 17th, all accounts will have the account setting “Login on Talkdesk Workspace” removed. All accounts will log in to Talkdesk Workspace by default and will not be allowed to revert to this option. Accounts that did not make this change previously, will now have the login by default on Workspace. 

For more information, please read the Product announcement here.

 

September 18, 2023 - Talkdesk Users Tab

On Monday, September 18th, 2023, we will release the new Users Tab in Talkdesk Workspace, for customers based in Europe.

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 accounts in Europe, by default, and can be found within the Admin application.

 

 

 

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)