Release Notes | Talkdesk Agent Workspace: Conversations (Voice channel)

Conversations is an Agent Workspace app that allows users to handle inbound and outbound, voice, and digital customer conversations, from their desktop or web browser. 

With Conversations, Agents can manage all inbound and outbound interactions using voice, SMS, Email, and live chat, all in one place. It provides visibility on what’s happening in all channels in one single thread.

 

April 11, 2024

On Thursday, April 11th, 2024, we will release a new version of Conversations. This release includes the following fixes for Conversations (Voice Channel):

Fixes:

  • Duplicate Entries in the Agent Status Report: Solved an issue where the Agent Status Report displayed two entries for different agent statuses with the same start time. This problem was due to the Conversations app forcefully changing an agent's status to "On a Call" when initiating an outbound call. Simultaneously, the assignment system could trigger an event that would temporarily set the agent's status from 'After Call Work' to the status of the agent before the call. Although this transition was brief and often unnoticed by the agent, it resulted in unexpected status change reports. To rectify this issue, the Conversations app ceased to forcefully change agents' status to "On a Call" upon initiating an outbound call. As a result, in the rare event that an agent already had an inbound call assigned when starting an outbound call, the inbound call will not be rejected. The agent will observe the outbound call in the dialing phase while also being notified of the inbound call ringing. Agents will be able to manage both calls simultaneously and decide which one to attend to.
  • Outbound Call Issue with External Devices and Mic Access: Solved an issue whereby customers encountered difficulty making outbound calls while using an external device. They would receive a pop-up message prompting for microphone access, which they were unable to grant due to security restrictions on their workstations.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

March 14, 2024

On Thursday, March 14th, 2024, we will release a new version of Conversations. This release includes the following new enhancements and fixes for Conversations (Voice Channel):

Enhancements:

  • Additional call actions for calls to Unified Communications provider numbers / extensions: With this enhancement, whenever an agent initiates a call from Conversations to a UC provider number/extension (e.g. Talkdesk Phone, Microsoft Teams) the agent will be able to reach IVR numbers (DTMF), transfer calls (Blind Transfer) and add other contacts to the conversation (Add Guest). Consultations will come in at a later stage.
  • Added keypad button in Consultation screen when contact leaves the call: Now, when the contact person disconnects during a consultation, the keypad button remains accessible to the Agent on the consultation screen. This allows agents to continue interacting with automated systems or IVRs even though the contact has disconnected.

Fixes:

  • Wrong queue displayed in the "Conversation details" card: Solved an issue where the wrong queue was displayed in the "Conversation details" card after a consultation transfer. The correct queue is now accurately displayed to the agent that receives the transfer.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

March 11, 2024

On Monday, March 11th, 2024, we will release a new version of Conversations. This release includes the following new feature, enhancements, and fixes for Conversations (Voice Channel):

New:

  • Call Waiting: With this feature, Agents can manage multiple direct calls simultaneously. These direct calls can be enabled through the new Dial Agent component in Talkdesk Studio. When an agent is engaged in a call and receives another incoming direct call, they will receive both visual and audible notifications. This enables them to promptly place the current call on hold, transition to the new call, and efficiently switch between them as needed. This capability ensures that agents never miss important calls and customers are not left on hold for extended periods.

Note: For more information on this feature, please refer to Talkdesk Studio release notes and these articles: Call Waiting - How it works, Dial Agent component configuration, Call Waiting Reporting.

 

Enhancements:

  • Improved Accessibility for Agent Status Drop-down List: Previously, the status widget lacked feedback when users using screen readers opened the status drop-down. This issue has been addressed, ensuring users with disabilities using screen readers are now properly notified when executing this action.
  • Relaxed number validation for Click-to-Call/Consult/Transfer: Before this release, all numbers called via Click-to-Call/Consult/Transfers were validated against a set of criteria, and those that did not meet the criteria were considered invalid. However, enforcing these rules would result in some numbers being misclassified as invalid when, in fact, they existed. With this enhancement, only numbers with an invalid country code will be classified as invalid. Agents can now initiate a Click-to-Call/Consult/Transfers to any number and only get alerted of an invalid number after initiating the call. 
  • "After Call Work" after internal transfers setting included in bulk import template: Added a new column in the Bulk Import csv template that will represent the “Include Internal Transfers” checkbox in Admin > Users > Wrap-Up Settings. 

Fixes:

  • Wrap-up form not displayed and timeout not imposed: Addressed a bug that led to agents being stuck in After Call Work (ACW) status when performing a warm transfer to favorites. The problem occurred when agents, using a SIP device, initiated a warm transfer to an external favorite, causing the wrap-up screen not to appear as intended. Consequently, agents remained indefinitely in ACW status, bypassing the configured maximum ACW timeout specified in the settings.
  • Multiple Agents in Talkdesk Live with repeated statuses: Solved an issue regarding the appearance of multiple agents under the Live Agents List and Live Contacts List with repeated statuses. Previously, if an agent ended a call and transitioned to After Call Work status if this user initiated a new outbound call, both calls would remain registered in Talkdesk Live. To remedy this, we've implemented a solution where if an agent initiates an outbound call before the After Call Work timeout expires, the previous interaction in the After Call Work status terminates immediately. This solution ensures accurate representation and management of agent interactions in TD Live.
  • Agents’ statuses discrepancies: Solved an issue regarding discrepancies in the agents’ statuses between the Conversations status widget and Live Reporting. The issue stemmed from interactions being erroneously stuck in the backend database, preventing accurate status updates. We've ensured that interactions are properly terminated and updated in the database, enabling seamless synchronization between the UI and backend systems.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

February 5, 2024

On Monday, February 5th, 2024, we will release a new version of Conversations.

This release includes the following new feature and fixes for Conversations (Voice Channel):

New:

  • Click-to-Transfer: It is now possible to initiate a Blind Transfer in the Conversations app using the Click-to-Call feature. During a call, an agent can select a third-party number to transfer the call. By clicking on this number, a modal will appear where agents can choose whether to initiate a consultation or a blind transfer to that number. If the blind transfer option is selected and confirmed, the agent who initiated the transfer will leave the call, and it will be transferred to the selected third party. For more information, please refer to this Knowledge Base article.

Fixes:

  • "IVR + Queue Time" Metric on Outbound Dialer Predictive Calls: Solved an issue where the "IVR + Queue time" metric was incorrectly appearing on Outbound Dialer Predictive Calls routed via Studio. The metric, intended for inbound calls only, should not have been calculated or displayed on outbound calls. The fix ensures that the "IVR + Queue time" metric is now excluded from all types of outbound calls, aligning with the expected behavior.
  • Address Update Issue in Emergency Calls Account Settings: Solved an issue preventing the update of the default address in Emergency Calls (E911) settings. The issue arose during address validation, where the 'house_suffix' and 'post_directional' fields, present in old addresses entered by Admins were not accurately reflected in the user interface after validation. This issue could lead to invalid addresses, potentially affecting the ability to make emergency calls. The fix ensures that the UI correctly displays and allows updates for all relevant address fields, including the Number prefix, Number suffix, Pre directional, and Post directional (all non-mandatory).


For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

January 9, 2024

On Tuesday, January 9th, 2024, we will release a new version of Conversations.

This release includes the following new enhancement for Conversations (Voice Channel):

Enhancement:

  • Increased the number of timeout options available in the Wrap-Up settings: Following feedback gathered after the rollout of the Wrap-Up Stage revamp, announced on November 30th, 2023, we have updated the list of available timeout options both at the user-level “Wrap-up timeout” and the account-wide “Wrap-Up form timeout”. Both timeout lists now include the following options: 2 hours, 3 hours, and 4 hours. 

For more information on this feature, please refer to this article.


For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

January 2, 2024 

On Tuesday, January 2nd, 2024, we will release a new version of Conversations.

This release includes the following new feature and fixes for Conversations (Voice Channel):

 

New:

  • Transfers / Consultations to Phone Numbers with an IVR selection (DTMF): With this feature, agents can effortlessly connect calls to phone numbers’ IVR selections. Instead of requiring users to manually input these details after the call has been established, Conversations allows its users to dial a phone number with IVR selections, which are automatically dialed.

When transferring a call or initiating a consultation to a phone number with an IVR selection, users can enter the long phone number followed by the IVR options separated by commas, which represent pauses (e.g. +18602485653,1,2,3). 

Please note that outbound calls and conferences to phone numbers with DTMF are not yet supported. 

For more information on this feature, please refer to this article.

 

Note: These updates will be progressively rolled out between January 2nd and January 3rd. As a result, not all accounts will have immediate access to them.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

December 18, 2023

On Monday, December 18, 2023, we will release a new version of Conversations.

 This release includes the following new feature and fixes for Conversations (Voice Channel):

New:

  • Compliance Call Recording for Manual Outbounds  - changes to Conversations interface:  A new feature introduced by Talkdesk Studio enables customers to ensure call recording compliance for outbound calls. It removes the need for agents to remember to ask contacted parties for authorization to record the call; instead, an outbound Studio flow can be set up to automatically advise contacted parties that a call will be recorded, allowing the contact to take action if they don’t wish to be recorded. In instances where an agent's outbound Studio Flow is set for compliance recording, while the contact person is listening to the recording message, the agent is already on the call, awaiting the contact's presence.
    This will imply a few changes in the call screen. During this stage, the call screen now indicates "On a call IVR" in the top left corner, signifying that the agent has yet to engage with the contact. Agents remain in "On Call" status during this phase, with the call's utility bar displaying only the Mute and End Call options. Additionally, a distinct audio beep accompanies this stage. Upon the contact joining the call, it transitions to the "Talking" state, enabling Conversation cards and all regular call functionalities.
    For detailed information, refer to Talkdesk Studio’s release notes and article.

Fixes:

  • Conversations app freezing after blind transfer while using an external phone: Solved an issue where the Conversations app would freeze after a blind transfer when Agents were using an external phone. Agents can now seamlessly return to Conversations post-transfer, change their status, and initiate/receive new calls.
  • Agents unable to accept transferred calls: Solved an issue where a few agents were unable to answer transferred calls.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.


November 30, 2023

On Thursday, November 30th, 2023, we will release a new version of Conversations.

This release includes the following enhancements and fixes for Conversations (Voice Channel):

New:

  • Wrap-Up Stage Revamp (action may be required): Prior to these changes, there were three independent settings related to the Wrap-up stage and After-Call Work status, all managed by the Admin persona:
    • After Call Work” and “After Call Work Timeout”: The “After Call Work” setting allowed Admins to enable/disable the After Call Work status for each user. The “After Call Work Timeout” represented a timeout during which users were allowed to remain in the status After Call Work.
    • “Call Disposition Dialog”: This setting allowed Admins to enable/disable the “Call Disposition Dialog”, which means, the Wrap-Up form where agents can submit dispositions and notes, and rate the quality of a call. 
    • “Automatically Close Call Summary Window”: This (account-wide) setting sat the timeout for the Wrap-Up form. After this timeout, the Wrap-Up form would close. 

The way these settings were designed, and their nomenclature caused a lot of entropy, hence, several improvements were implemented to improve this experience.

Please consider the changes below:

    • The User level settings (within the Agents or Users tab) will take precedence over the Account level setting (Preferences tab).
    • “After Call Work” is now titled “Wrap-Up Stage”: Similar to what already happened before, the “Wrap-Up Stage” corresponds to the post-call stage when agents are able to complete any outstanding tasks. When enabled, the agent's status changed to After Call Work.
    • The “After Call Work” Timeout is now “Wrap-Up Timeout”: this corresponds to the amount of time an agent can stay in the Wrap-Up stage (in the After Call Work status)
    • The “Call Disposition Dialog” is now the “Wrap-Up Form”: in this form, agents can enter important information about the call, such as dispositions and notes. 

This means that if, at the User settings level (within the Agents or Users tab):

    • The “Wrap-Up Stage” is enabled, the “Wrap-up timeout” configured will take precedence over the “Wrap-up form timeout” set at the Account level (Preferences tab).
    • The “Wrap-Up Stage” is disabled, but the “Wrap-Up Form” is selected for inbounds/outbounds, Admins can still set a timeout just for that post-call form, using the account-wide timeout in Admin > Preferences> “Wrap-Up Form Timeout”.

We advise you to visit this article for further information on how to enable your wrap-up settings.

Important Note: This enhancement will be progressively rolled out to all regions (Canada, Europe, United States). Please review and adjust these settings to ensure they accurately reflect your intended timeouts.

  • Send Context via CTI Click-to-Call: Talkdesk users can now send additional metadata from a CRM to Talkdesk through a JSON format. This means Talkdesk Workspace allows the transmission of a payload of information from the CRM to Talkdesk during the click-to-call process when leveraging Talkdesk Generic CTI. This allows Agents to trigger actions within the CRM environment while initiating a click-to-call from the CRM to Talkdesk. These actions can be configured by setting up an Automation within Talkdesk. For instance, an Admin can set up an automation where every time an outbound call is started via Click-to-Call, a case is created on the CRM side with the data previously sent to Talkdesk.

 

Enhancements:

  • Recording Label added in Consultation Conferences: Now, when recordings are enabled during a consultation conference, a 'REC' icon label will be displayed. This label serves as a clear indicator to notify agents that the call is being recorded.

Fix:

  • Agents Remained “On Call” after disconnecting Callback: Solved an issue where agents remained on “On Call' status after they disconnected a callback call, while it was ringing to the contact person. Now, upon disconnect, the agents’ status correctly transitions to 'After Call Work' or to the status before the call, depending on the agents’ configurations.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

November 6, 2023

On Monday, November 6th, 2023, we will release a new version of Conversations.

This release includes the following feature and fixes for Conversations (Voice Channel):

New:

  • Transfers / Consultations to Phone Numbers with Short Extensions (DTMF): With this feature, users can effortlessly connect calls to phone numbers containing extensions. Instead of requiring users to manually input these details after the call has been established, Conversations allows users to dial not only a phone number but also extensions which are automatically dialed. When transferring a call or initiating a consultation to a phone number with a short extension, users can simply enter the long phone number followed by a forward slash "/"  along with the extension.
    You can also configure favorite long phone numbers with extensions in Admin>Preferences>External Favorites, which can also be accessed in the Contacts app or during calls in the “Favorites” transfers side panel tab.
    Please note that outbound calls and conferences to phone numbers with Short Extensions are not yet supported. 

Fixes:

  • Blocked status changes during ringing: We have blocked manual status changes during the ringing phase. This enhancement eliminates the possibility of status inconsistencies as Agents can no longer manually change their status to “Available” while they’re actually “Busy”.

  • Fixed Callback Call Experience for Agents Using External Devices: We have resolved an issue that affected callback calls when an agent was using external devices (SIP or an external phone). Previously, after the call recipient accepted the call, the screen in the Conversations app failed to load, thereby hindering the initiation of specific call actions, such as adding a guest.

  • Consultation Call Acceptance Issue: Fixed sporadic issues where agents experienced difficulties accepting warm transferred consultation calls, ensuring smoother call handling.

 Note: These fixes will be progressively rolled out between November 6th and 7th. As a result, not all accounts will have immediate access to them.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

September 4, 2023

On Monday, September 4th, 2023, we will release a new version of Conversations.

This release includes the following fix for Conversations (Voice Channel):

Fix:

  • Dispositions presented did not match the agent’s queue: Solved an intermittent issue where, when an Agent in a particular queue transferred the call to another queue, the dispositions displayed to the Agent that received the transfer did not match the first agent's queue dispositions. Instead, they should’ve matched the dispositions linked to the second Agent’s queue.

Note: These fixes will be progressively rolled out between September 4th and 5th. As a result, not all accounts will have immediate access to them.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

August 24, 2023

On Monday, August 28th, 2023, we will release a new version of Conversations.

This release includes the following enhancement and fix for Conversations (Voice Channel):

 

Enhancement:

  • Enhanced Consultation Failure Toast for Improved Clarity: We've made significant improvements to the consultation failure toast to provide clearer feedback to our users. Previously, the message "Couldn’t start the consultation call. Please try again or select another destination" appeared in multiple scenarios. While the latter still applies when the selected colleague is no longer available or if there was a technical issue in the application, we've now added a new notification to specifically address the scenario where there are no available agents within the selected ring group.

Fix:

  • Dispositions Dropdown Display Issue on Small Screens: We've addressed a display issue where the dispositions dropdown was being cropped on smaller screens. This cropping prevented users from fully accessing and selecting options from the disposition list. With this bug fix, the dropdown is now displayed seamlessly on all screen sizes, ensuring that the entire list is visible and easily navigable.

Note: These fixes will be progressively rolled out between August 28th and August 29th. As a result, not all accounts will have immediate access to them.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

August 14, 2023

On Monday, August 14th, 2023, we will release a new version of Conversations.

 

This release includes the following feature, enhancement and fix for Conversations (Voice Channel):

 

New:

  • Initiating internal calls, transfers, and consultations from the Conversations app to UC provider numbers or extensions: Following the “Transfers/ Consultations to Short Extensions” feature launched last week, agents in accounts with a configured UC (Unified Communications) provider (e.g. Talkdesk Phone, MS Teams) can now initiate internal calls, transfers and consultations to other Contact Center (CC) agents (agent-to-agent) and to other colleagues outside the Contact Center, via Conversations app.

Screenshot 2023-08-10 at 10.12.47.png

  • To initiate a new call to a colleague, either
      • Use the dial pad’s input placeholder to dial the colleague’s dedicated number or extension (to call an extension, first select the “Dial an Extension” option in the prefix dropdown list).
      • Click on the “Call a colleague” icon, next to the dial pad and select “Contact Center” if you wish to call another CC agent, or “More Departments” if you wish to call another colleague. 
  • To initiate a transfer or a consultation with a colleague: While on a call, click on the “Blind Transfer” or “Consultation” button in the utility bar. 
      • Select “Colleagues” and then “Contact Center” if you wish to call another CC agent, or “More Departments” if you wish to call another colleague.
      • Select “Dial a Number” to dial the colleague’s dedicated number or extension (to call an extension, first select the “Dial an Extension” option in the prefix dropdown list.

Notes: 

  • To learn more about how to enable a UC provider for your account, please contact Talkdesk Support.
  • This feature will be progressively rolled out during the week of August 14th. As a result, not all accounts will have immediate access to it.

 

Enhancement:

  • Agents labels renaming: Currently, we allow calls not only to other Contact Center agents but also to other colleagues within the organization who are not part of the Contact Center (please refer to the “New” section). Hence, we have renamed the “Agents” labels to "Colleagues." This change has been applied throughout the Conversations app, including cards, tabs, side panels, and feedback messages.

 

Fix:

  • Error while trying to execute an internal call via an external device: Solved an issue where a warning message was not displayed when an agent with external devices configured (SIP or External Phone) tried to execute an internal call, which is not a supported scenario. Also, if after trying to execute an internal call, the agent tried to call an external number, the call would not proceed and the agent would get stuck in the Conversations app dial pad.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

 

August 7, 2023

On Monday, August 7th, 2023, we will release a new version of Conversations.

This release includes the following feature, enhancements, and fixes for Conversations (Voice Channel):

 

New:

  • Transfers / Consultations to Short Extension Numbers: Agents in accounts with a configured UC (Unified Communications) provider (e.g. Talkdesk Phone) can now initiate transfers and consultations to short extension numbers. To initiate a transfer or a consultation to a short extension:
        • While on a call, click on the “Blind Transfer” or “Consultation” button in the utility bar.
        • Then select the “Dial a Number” tab. 
        • Choose the “Dial an Extension” option in the prefix dropdown list and insert the extension you wish to call.

Note: To learn more about how to enable a UC provider for your account, please contact Talkdesk Support.

 

Enhancements:

  • Ring Groups labels renaming: To bring more clarity and consistency to the Conversations app, we have renamed the “Ring Groups” labels to "Queues." This change has been applied throughout the Conversations app, including cards, tabs, side panels, and feedback messages.
  • External Number tab renaming: As agents will now be able to use the former “External Number” tab in the transfers side panel to call internal and external numbers, this tab has been renamed to “Dial a Number”.

 

Fixes:

Note: The “Transfers / Consultations to Short Extension Numbers” feature will be progressively rolled out during the week of August 7th. As a result, not all accounts will have immediate access to it.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

July 10, 2023

On Monday, July 10th, 2023, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Consultation call stuck on dialing phase: Before this fix, after initiating a consultation call and having it successfully answered by the consulted party, agents would remain stuck on the Dialing screen. Adding to that, the “End Consultation” button became unresponsive.
  • Misidentified Incoming Consultation Calls: Solved an issue that caused incoming consultation calls to be incorrectly identified as transferred calls. Agents would receive a consultation call, but the system would display it as a transferred call, misleading the agent about the nature of the incoming call. Additionally, the contact person's name would be displayed as if the agent were about to speak with them directly, leading to confusion. With this fix, incoming consultation calls will now be accurately identified as such, providing agents with the correct context for the call.

 

Note: This enhancement will be progressively rolled out during the week of July 10th. As a result, not all accounts will have immediate access to it.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

 

July 3, 2023

On Monday, July 3rd, 2023, we will release a new version of Conversations.

 

This release includes the following enhancement for Conversations (Voice Channel):

 

Enhancement:

  • Enhanced Agent-to-Agent Call identification in inbound notification: Previously, when an agent received an Agent-to-Agent call, the inbound call notification would only display the phone number used by the agent initiating the call. To improve the identification process for agents, we have implemented an update to the notification system. With this enhancement, Agent-to-Agent calls will now be clearly identified within the inbound call notification, facilitating quick recognition of such calls.

Note: This enhancement will be progressively rolled out during the week of July 3rd. As a result, not all accounts will have immediate access to it.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

June 5, 2023

On Monday, June 5th, 2023, we will release a new version of Conversations.

This release includes the following feature and enhancement for Conversations (Voice Channel):

 

New:

  • E911 for Telco Resellers: We now provide support for emergency calls through number-based providers, namely, Cox Communications. Previously, emergency calls were only supported through an address-based provider.

For now, this feature is only available for accounts created in US region and Cox Communications is the only Telco reseller available.

To enable E911 with Cox, customers need to have a formal agreement with Cox Communications. This feature’s enablement is done on an account basis by Talkdesk Support. 

 

  • Upon enablement, agents with (legacy) dedicated lines, will see a notification toast on Talkdesk Workspace warning them to configure their device's emergency number in the agent’s emergency settings. 
  • Currently, Talkdesk Phone does not support this feature, because number-based providers use BYOC numbers.

 

Enhancement:

  • Disposition Code Tooltips: It was often difficult for Agents to fully view disposition codes that were lengthy. Now, they are able to view a tooltip by simply hovering over the disposition options in the Dispositions'  card dropdown list.

Note: This enhancement will be progressively rolled out during the week of June 5th. As a result, not all accounts will have immediate access to it.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

 

May 22, 2023

On Monday, May 22nd, 2023, we will release a new version of Conversations.

 

This release includes the following features and fix for Conversations (Voice Channel):

 

New:

 

  • IVR + Queue time: A new metric, “IVR + Queue Time”, has been introduced to the Conversation Details card for inbound calls. This metric begins counting as soon as the call connects, and displays the total time that the contact person spent listening to greetings, navigating through the IVR, and waiting in the queue.

    Note: Please note that, after a transfer, the IVR + Queue Time metric will not be displayed for the second agent that received the transfer.

 

  • Update a Contact during a call: Conversations can now automatically update the contact person's information in real-time, including the name and integration links to CRMs, even while agents are handling live calls. This feature ensures agents always have accurate contact information without the need for manual page refreshing, improving efficiency in creating new contacts from incoming calls.

 

Fix:

  • Inbound calls received while the agent was busy: Fixed an issue where agents were receiving incoming calls despite being offline, making an outbound call, or already on a call.

 

Note: These updates and improvements will be progressively rolled out between May 22nd and May 23rd. As a result, not all accounts will have immediate access to them.


For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

April 17, 2023

 

On Monday, April 17th, 2023, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • “Go to Emergency information” button not working: Solved an issue that caused the button in the “No emergency address defined” toast to be unresponsive, when users were outside the Conversations app in Talkdesk Workspace.
  • Talkdesk Workspace remained minimized when calls were auto-answered in 0 seconds: Solved an issue that caused Talkdesk Workspace to remain minimized even after a call had been answered when Auto-Answer was enabled in Studio with a 0-second timeout. With this fix, Workspace now comes into focus when a call is answered, and agents are notified that a call has been answered.

Note: These fixes will be progressively rolled out between April 17th and April 18th. As a result, not all accounts will have immediate access to them.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

April 3, 2023

On Monday, April 3rd, 2023, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

  • Notification when a call is answered by another agent: A new toast will appear whenever an incoming call is answered by another agent within the same queue. This will allow the agent to quickly differentiate between calls that have ended from the contact person's side and calls that have been picked up by another colleague.
  • Agents are allowed to manually switch their status while in Degraded Mode: Agents can now update and immediately see the changed status when the internet connection is degraded. This ensures agents can quickly and reliably update their status even in times of disruption.

Note: These enhancements will be progressively rolled out between April 3rd and April 4th. As a result, not all accounts will have immediate access to them.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

March 20, 2023

On Monday, March 20th, 2023, we will release a new version of Conversations.

 

This release includes the following new feature and fix for Conversations (Voice Channel):

 

New:

  • Number Masking in Conversations (Voice): To ensure the security of customer interactions, Admins can now decide whether Agents should have access to the contact persons’ phone numbers or if these should be masked.

This feature relies on an Admin setting and must be configured by one of the following methods:

      • Per Agent: in “Admin” > “Agents” [select an Agent] > “Privacy Settings” > “Mask Information: Phone Number”
      • In bulk: Select multiple Agents in “Admin” > “Agents” [select Agents] > “Actions” > “Privacy Settings” > “Mask Information: Phone Number”.

This feature is available for Conversations (Voice) and for Voicemails only.

 

Fix:

  • Uploaded Voicemail Greetings message had to be manually selected in Talkdesk Classic: Solved an issue where, after updating a voicemail greetings message in Conversations Settings, the same message had to be manually selected for each agent, in Talkdesk Classic “Admin” > “Agents” > “Agent Voicemail/Not Answered Greeting”. Now, the voicemail greeting message that is recorded/uploaded will be the default one for all agents.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

March 13, 2023

On Monday, March 13th, 2023, we will release a new version of Conversations.

 

This release includes the following fix for Conversations (Voice Channel):

 

Fix:

  • Click-to-Call from CRM did not bring Conversations to the foreground: Solved an issue where Conversations failed to come to the foreground when a Click-to-Call was executed from a CRM platform. Although the app would initiate the call, it would not appear (in the foreground) of the agent's screen.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

March 6, 2023

On Monday, March 6th, 2023, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Not possible to change Admin status after call monitoring ends: Solved an issue where admins were unable to change their status after selecting a Next Status while monitoring a call. Upon ending the call monitoring, the admin’s status would switch to the one previously chosen, but the admin would not be able to modify the status after that.
  • Not possible to start outbound calls: Solved an issue in which agents were unable to initiate outbound calls when also receiving an inbound call. The outbound call would remain stuck in the ringing phase, while the inbound call was immediately declined (as the microphone was perceived as occupied), resulting in the agent’s status changing to “Offline”.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

February 27, 2023

On Monday, February 27th, 2023, we will release a new version of Conversations.

This release includes the following enhancement for Conversations (Voice Channel):

 

Enhancement:

  • Immediately accept calls with an auto-answer timeout of 0 seconds: When an inbound call is configured to be automatically accepted after 0 seconds, the agent will not see the ringing screen and the call will be accepted immediately. The short timeout made displaying the ringing screen redundant. Also, it was negatively impacting Workspace’s performance, causing calls to be abandoned before they were accepted. 

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

 

February 20, 2023

On Monday, February 20th, 2023, we will release a new version of Conversations.

This release includes the following feature for Conversations (Voice Channel):

 

New:

  • After Call Work status after internal transfers: The new feature enables agents to transition to the "After call work" status automatically after transferring a call to another agent or ring group. This allows agents to perform their post-call tasks without any interruptions from incoming calls.

The feature can be activated by an agent-specific setting through “Admin” > “Agents” > [Agent’s Name] > “After Call Work Settings” > “After Call Work” > “Include Internal Transfers”.

 

Note: Please note that this feature only changes the agent's status to "After Call Work" and does not display the Wrap-Up screen.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

February 13, 2023

On Monday, February 13th, 2023, we will release a new version of Conversations.

 

This release includes the following feature and fix for Conversations (Voice Channel):

 

New:

image2.png

  • Agent Next Status: Agents can now choose their next status while being “On a Call” or during “After Call Work” (while in the Wrap-Up screen). 

In case a Wrap-up timeout is configured, the Agent status will be automatically changed if the timeout is reached. 

While in the status “After Call Work”, after Wrap-Up, Agents won’t be able to select their next status, they will only be allowed to select a new immediate status.

This feature relies on an account-wide setting and must be configured in “Admin” > “Preferences” > “Agent Workflow” > “Agent Next Status”.

 

Fix:

  • 911 calls made without Emergency Services enabled: Solved an issue where several agents (in the United States and Canada) were making 911 calls without the Account Emergency Services being enabled. 

image1.pngIn order to make 911 calls, US and CA accounts’ Admins must enable Emergency Calls by configuring the account emergency information. To do so, go to Admin [1] > Emergency Calls [2].

image3.pngAdditionally, agents must also configure their emergency address, to make sure their location is sent to the dispatcher (click on the Talkdesk CX Cloud Avatar [3] > Emergency information[4]).

If agents call 911 before defining the required emergency information, the call will not fail, and it will be forwarded to a specialized sorting center to determine that user’s location. Please note that in this case, there will be additional costs per call.

Note: Enhanced 911 (E911) emergency calls are only supported in the USA and Canada, and the account must belong to the US region.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

January 23, 2023

On Monday, January 23rd, 2023, we will release a new version of Conversations.

 

This release includes the following enhancement for Conversations (Voice Channel):

 

Enhancement:

  • Call External Favorite Numbers that have Extensions: Agents are now able to start a consultation, a conference or blind transfer calls to an External Favorite number that has an extension (before, the transfer attempt failed). However, the call will be initiated to the External Favorite Number, not to the extension. Starting a consultation, a conference or blind transferring calls directly to an extension is not yet available.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

January 16, 2023

On Monday, January 16th, 2023, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

image2.png

  • Managing the status visibility based on the Voice channel: Agents will only be allowed to change their status when the Voice channel is successfully loaded and running. This will help reduce the number of Device Unavailable ring attempts, as a considerable amount are caused by the status widget being enabled when Conversations App is not running. 

image1.png

  • Ring Group tooltip: Hovering over the Ring Group will trigger a tooltip that displays the Ring Group name in full.
  • Contact Search enhancements in Contact details card: The contact search functionality has been improved so that the results obtained are more in line with the object of the search. Also, it is now possible to search by email by typing the email address in the search bar.

image3.png

Example of a contact search by name: Most accurate contacts showing up at the top.

image4.png

Example of a contact search by email: Contact that matches the entered email address appearing at the top of the list.

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

December 20, 2022

On Tuesday, December 20th, 2022, we will release a new version of Conversations.

This release includes the following fix for Conversations (Voice Channel):

 

Fix:

  • SIP Phone numbers incorrectly displayed on Talkdesk Classic’s “Outbound Caller ID” settings: Solved an issue where Session Initiation Protocol (SIP) numbers without a friendly name were displayed as empty values in the Outbound Caller ID Selection dropdown on the Agent's settings page. 

 

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

December 13, 2022

On Tuesday, December 13th, 2022, we will release a new version of Conversations.

This release includes the following fix for Conversations (Voice Channel):

 

Fix:

  • Calls not being rejected when microphone access was blocked: Solved an issue where, when the microphone access was blocked, the Agent status switched to “Offline” (as expected), but calls were not being rejected.

For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

December 7, 2022

On Wednesday, December 7th, 2022, we will release a new version of Conversations.

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Wrap-up screen appearing after consultation transfer: Solved an issue where the wrap-up screen was being displayed to agents after they transferred a consultation call to the consulted agent.
  • Pressing “Enter” did not initiate a call to a redialed number: Solved an issue that was not allowing agents to start a call after selecting one number from the redial options by pressing the “Enter” key.


For new Digital Engagement capabilities available in Conversations, please check the Digital Engagement Release Notes section.

 

 

November 28, 2022

On Monday, November 28th, 2022, we will release a new version of Conversations.

 

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Forward Calls to an External Device: Agents can now handle voice calls through an external device.

image2.png

To access this feature, click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2]

image3.png

Under “External devices” [3], enable “Connect to an external device” [4].

Agents will now be able to choose between a “SIP phone” or an “External phone”. When one of these devices is selected, calls will be forwarded to that particular device when the Agent status is set to “Available”.

image1.png

 

Notes:

  • This feature will be progressively rolled out from November 28th, 2022, so not all accounts will have access to this capability at the same time.
  • Agents will only have access to the “External devices” section if the Administrator has granted them permission to use at least one external device. Learn more about Device Settings.
  • SIP phone: In case you are using a SIP device, your own SIP endpoint must be configured beforehand on the SIP device of your choice, otherwise, you will not be able to make and receive calls through that device even if explicitly selected in Conversations. Please note that configuration highly depends on the local network environment and the device itself, so you may need help from your local IT technicians in order to configure it.  For more information, please check Can I use SIP devices with Talkdesk?
  • External phone: Once you add an external phone number in Conversations, this number will override any other external phone number that may have been added to your profile in Talkdesk. For more information, please check the Agent Profile: Adding an External Phone Number article
  • Learn more about SIP clients: Networking Details

 

Fixes:

  • Agents Remained “On Call” after a Missed Callback: Solved an issue where agents remained in the “On Call” status after a callback call was missed, meaning, the contact person did not answer the call. Now, after the callback call is terminated, the Agent status will update to After-Call Work (ACW) or to the status the user had before the call started (in this case, “Available”).

 

 

 

November 21, 2022

On Monday, November 21st, 2022, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

image1.png

  • Current status at the top of the Agent Status dropdown: In the status dropdown, the Agent’s current status is now placed at the top and separated from the other statuses. This will help agents quickly identify the status they’re in.

Fixes:

  • Rejected calls due to connectivity issues: Solved an issue that was detected when agents experienced network connectivity issues during a call. When an ongoing call was successfully reestablished, subsequent calls would be actively rejected silently in the background.

 

 

 

November 14, 2022 

On Monday, November 14th, 2022, we will release a new version of Conversations.

 

This release includes the following enhancements for Conversations (Voice Channel):

 

Enhancements:

Screen_Shot_2022-12-06_at_3.25.40_PM.png

  • Auto-Away Notification: Automatic Away sets agents in the "Away" status after a set number of consecutive missed or rejected calls. Agents are now notified (through a toast) when their status is automatically changed to Away. Note: Automatic Away only applies to inbound calls and blind transfers.

image1.png

  • Supervisor Changed Status in Live Notification: In Talkdesk Live, Admins and Supervisors are allowed to manually change a given Agent status. Agents are now notified (through a toast) when their status is changed by the Admin/Supervisor. This toast will include the updated status and the name of the user who performed the status change.
  • “Dispositions” card moved to the first position of the “Notes” tab: The “Dispositions” card is now the first one to appear on the “Notes” tab, as this card is used more frequently than the “Notes” card during calls. This enhancement has already been implemented in the Wrap-Up screen (details here).

 

November 7, 2022

On Monday, November 7th, 2022, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Solved an issue where Agents were unable to Accept or Reject Agent-to-Agent calls on Conversations when legacy Auto Answer was enabled via Talkdesk Classic.
  • When handling a queue callback request, prior to the Agent’s connection with a contact person, the buttons in the utility bar are disabled. Once the contact person answers, the utility bar buttons are enabled. 
  • Solved an issue where the default voicemail greeting file was deleted when eliminating a voicemail greeting message, via Talkdesk Support When Agents recorded a new greeting, the default file (which had been deleted from the database) was not updated, and the old greeting was the one being played. Note: Agents affected by this issue will need to re-upload/record a voicemail greeting via Conversations Settings > “Voicemail greetings for Dedicated Lines”. Please do not record/upload Voicemail greetings via Talkdesk Classic.

 

 

October 17, 2022 

On Monday, October 17th, 2022, we will release a new version of Conversations.

 

This release includes the following fix for Conversations (Voice Channel):

 

Fixes:

  • Unresponsive End Call button: Solved an issue that was preventing Agents to end ongoing calls, as the End Call button on Conversations was not working correctly.

 

 

 

October 3, 2022

On Monday, October 3rd, 2022, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Ability to copy and paste numbers without spaces: Solved a bug that was preventing Agents from being able to copy and paste a contact without spaces (e.g. +15076930673). This is meant to avoid Agents’ extra work of removing spaces in order to search for these numbers in other systems (e.g. Salesforce).
  • Status between TD Workspace and Salesforce Omnichannel was not synced: Fixed an issue that occurred when Agents left a Google Chrome tab with Conversations open, with no activity, for a period longer than ~ 20 minutes. When Agents tried to change their status, this update would not be reflected on Salesforce.
  • Other minor UI fixes.

 

 

 

 

September 12, 2022

On Monday, September 12th, 2022, we will release a new version of Conversations.

 

This release includes the following enhancement and fixes for Conversations (Voice Channel):

 

Enhancement:

  • Dispositions and Notes cards moved to the first positions (of the Wrap-Up screen): The Dispositions and Notes cards are now the first ones to appear on the Wrap-Up screen, thus ensuring an optimized display of cards on all screen sizes. This change is most relevant as Dispositions and Notes are the most used cards during the Wrap-Up of a call.

 

Fixes:

  • Call Quality Hint not displayed and interfering with Workspace’s top bar: Solved an issue where the Call Quality Hint was not loading, which was causing Workspace’s top bar to disappear. To mitigate this issue, the new “Call Quality Hint” capability had to be temporarily removed from the UI. It is now available to all accounts.
  • Voicemail Greeting and Voicemail Drop audio was delayed: Solved an issue where the Voicemail Greeting/Drop audio experienced a delay after being recorded in Conversations Settings (through the Desktop app).

 

 

 

August 31, 2022  

On Wednesday, August 31st, 2022, we will release a new version of Conversations.

 

This release includes the following feature for Conversations (Voice Channel):

 

New:

image1.png

  • Call Quality Hint: The Call Quality icon provides customers an insight into the quality of an ongoing call. The icon color will vary depending on the quality of the call, from “excellent” to “bad”. With this feature, Agents will be better informed on the quality of their calls, helping them troubleshoot possible issues.

Notes:

  • This enhancement will be progressively rolled out until September 6th, 2022, so not all accounts will have access to this capability at the same time
  • The quality of a call depends on the quality of the Customer's network. For more information, please refer to the article Best Practices when Working From Home.

 

 

 

August 30, 2022

On Tuesday, August 30th, 2022, we will release a new version of Conversations.

 

This release includes the following enhancement for Conversations (Voice Channel):

 

Enhancements:

  • Conversations panel available to all accounts: The Conversations panel will now be visible for all accounts (whether they have access to digital channels or not). The panel allows Agents to have a greater context of the interactions in progress, and was previously only available for accounts with access to digital channels.

Note: This enhancement will be progressively rolled out from August 30th, so not all accounts will have access to this capability at the same time.

 

 

 

 

August 22, 2022

On Monday, August 22nd, 2022, we will release a new version of Conversations.

 

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Snapshot tab not loading: Solved an issue where the snapshot tab was not loading (i.e. not displaying any contents). To mitigate this issue the new “Conversations Details” card, which includes the call interaction ID, had to be temporarily removed from the UI, but is now once again available to all accounts. 

 

 

 

August 8, 2022

On Monday, August 8th, 2022, we will release a new version of Conversations.

 

This release includes the following feature and enhancements for Conversations (Voice Channel):

 

New:

image1.png

  • Interaction ID during a call: Now, during a call, you can see the Interaction ID, along with the Ring group(s) in the “Conversation details” card. The Interaction ID can easily be copied to the clipboard by hovering over it.

 

Enhancements:

  • Tooltip for long tenants, contact names, and ring groups: To ensure that the Agent can correctly read the entire reference, you’ll now see a tooltip. This is due to fields’ references occasionally being too long to fit within the character's limit.
  • Ring groups are alphabetically ordered: You will now see ring groups alphabetically ordered, for easier searchability.

 

 

August 1, 2022

On Monday, August 1st, 2022, we will release a new version of Conversations.

 

This release includes the following features for Conversations (Voice Channel).

 

New:

image1.png

  • Progress bar for the Wrap-up Auto-dismiss: We added a progress bar to the Wrap-up screen. Along with the existing countdown badge, this will help the Agent stay aware of the time remaining before the Wrap-up is dismissed (setting: “Automatically Close Call Summary Window”). 

 

 

 

July 25, 2022

On Monday, July 25th, 2022, we will release a new version of Conversations.

 

This release includes the following features for Conversations (Voice Channel):

 

New:

  • Default Prefix per Agent: Agents can now select their own default country prefix in the Workspace User Settings (“Conversations Settings” > “Outbound Prefix” setting). This setting will override the prefix settings configured at the account level. This way, when Agents start an outbound call, they won't have to select their preferred country prefix. 
  • Incoming Calls Notification: Agents can now see a pop-up notification for an incoming call, whether using the Browser or Desktop App version. This notification will be displayed even when the browser page or desktop app is minimized. To allow these notifications, Admins must enable Notifications for the account in Talkdesk Classic > Admin > Preferences > “Desktop Notifications Enabled” > “Yes”.

 

 

 

July 18, 2022

On Monday, July 18th, 2022, we will release a new version of Conversations.

 

This release includes the following feature and enhancements for Conversations:

 

New:

  • Redial Option: Agents can now easily call the last three dialed numbers on Conversations. Clicking on the input placeholder will display the last three dialed numbers. Once a number has been selected, the input placeholder is automatically populated with that number. When pressing Enter or clicking the Call button, the call will initiate.

 

Enhancements:

  • “Blind Transfer to Voicemail” setting on Talkdesk Classic: It is now possible to configure the “Blind Transfer to Voicemail” feature for your account on Talkdesk Classic: Admin>Preferences > Call Settings.
  • Invalid number warning: Currently, only numbers with an invalid country code are classified as invalid(please click here for more information). When calling a possible invalid number, Agents will now be warned with a “This number might be invalid. The call may fail” toast. If the number is invalid, the call will fail. If not, the call will proceed normally.
  • Suspended account warning: Prior to this release, if an account got suspended, Agents couldn’t log into Conversations, and a generic error message appeared. Now, Agents will receive the following warning: “Your account is suspended. You will be unable to place or receive calls until the account is recharged”.

 

 

July 5, 2022 

 

On Tuesday, July 5th, 2022, we will release a new version of Conversations.

 

This release includes the following feature for Conversations (Voice Channel):



New:

  • Countdown timer and notification for Call Summary window: Added a countdown to the Wrap up screen, warning the Agent about the remaining time they have to finish Wrap-Up after a duration has been configured for “Automatically Close Call Summary Window”. Please refer to this article for more information on this setting.

When the remaining time is less than 25% of the total configured time, the countdown timer will be highlighted in red, indicating the window will be closed imminently.

A “Call Summary time expired” notification, informing the Agent their Wrap up time has expired, will be displayed after the “Automatically Close Call Summary Window” timeout ends. 

 

 

 

 

June 28, 2022 

On Tuesday, June 28th, 2022, we will release a new version of Conversations.

 

This release includes the following features and fixes for Conversations (Voice Channel):

 

New:

  • Blind Transfer to Voicemail: Agents can now execute blind transfers to the voicemail of other Agents that are offline/busy and have voicemail enabled. The Agent that receives the voicemail will then be able to listen to it in Voicemails. You can enable this feature for your account via Admin > Preferences > Call Settings.

Enhancements:

  • Improved Dispositions Card: Now, when there are no dispositions configured, the Dispositions dropdown list (in the “Dispositions” card) is automatically filled in with “No Dispositions Available”. With this enhancement, Customers that have the Wrap-up screen enabled, but no dispositions configured will be able to submit the Wrap-Up.

 

Fixes: 

  • Other minor improvements and stability fixes.

 

 

 

June 13, 2022

On Monday, June 13th, 2022, we will release a new version of Conversations.

 

This release includes the following features and fixes for Conversations (Voice Channel):

 

New:

  • Consultation Conference: Agents can now initiate a conference between the three parties involved [1] in a consultation before deciding to end the consultation and go back to the original call (by using either the “End consultation” button [2], or the “x” icon [3], at the top left), or transfer the original call to the consulted caller [4].

 

Note: This feature works similarly to the feature available in Main Dialer. However, on Callbar, the 3 participants were forced to conference before proceeding with the (warm) transfer.

 

Fixes:

  • Other minor improvements and stability fixes.

 

 

 

June 6, 2022 

On Monday, June 6th, 2022, we will release a new version of Conversations.

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Outbound Caller ID: Solved an issue where the configuration of the “Outbound Caller ID” item was missing from the Outbound Caller ID Settings for Agents. This has been fixed, and Admins can now assign a specific phone number to be used as the default dropdown value for Agents.
  • Issue on Click-to-Call from Salesforce: Solved an issue where a Click-to-Call from Salesforce would not display the correct contact in the dial pad. Instead, the Agent would have to select the correct contact in the dropdown. This was particularly significant in case there were duplicates or multiple contacts associated with the same number.
  • Improved toast on CTI connection: Improved former “CTI is not connected. Some capabilities won’t work” toast to Your default integration is not connected. Click-to-Call and Contact Pop capabilities won’t work. Please make sure Talkdesk CTI Connector is correctly configured for your integration. For more information, refer to our Knowledge Base.” 

This improvement aims to clarify the message. For more information, please refer to the article on the CTI Connector.

  • Other minor improvements and stability fixes.

 

 

May 16, 2022 

On Monday, May 16th, 2022, we will release a new version of Conversations.

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Configure Audio Devices: Besides being able to consult and test, Agents can now configure the audio devices to be used for audio input, output, and ringing. 

image4.png

To access this feature, click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2].

image2.png

  • Voicemail Greetings: Agents with dedicated lines and voicemail enabled will now be able to record, upload and set their personal voicemail greetings in Workspace. This greeting message will play whenever voice calls (that are assigned to Agents with dedicated lines) reach voicemail. 

To configure a voicemail greeting, click on your Talkdesk CX Cloud avatar, and then choose Conversations Settings. There, Agents will be able to record [3] or upload [4] a message. 

Notes: 

      • The Voicemail Greetings setting will appear to all Agents (with dedicated lines or not), but the feature will only work for Agents with dedicated lines and that have voicemails enabled.
      • Only one Voicemail greeting can be set at a time. So, if you record or upload a new file, the existing message will be overwritten (at this time, it is not possible to delete a greeting message).
      • The maximum file size is 1 MB.
      • Talkdesk supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a supported format by using this tool.
  • Call Quality Feedback: Call Quality Feedback allows Agents to rate the quality of a call when it ends (from 1 to 5), in the Conversations Wrap-Up screen.

Whenever the selected rating is below 3, a “What was wrong?” dropdown list will pop up, asking Agents to choose a reason for the low rating. The following options are available: 

        • “Dropped call”. 
        • “One-way audio”. 
        • “Broken audio or bad sound”. 
        • “Agent interface issue”.

The Call Quality Feedback feature is enabled on Talkdesk Main and can be set up for the whole account or for specific Agents:

        • Account: Main > Admin > Preferences > “Call Quality Feedback”.
        • Agents: Main > Admin > Agents > [select an Agent] > “Call Quality Feedback”.
  • Dial Short Numbers / Extensions: Agents are now able to dial short code numbers (also known as “Abbreviated Dialing”) and extensions (short internal numbers assigned to an employee, a project team, or a department) using Conversations. It will only be valid for new calls, and will not support call transfers or conferences.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

 

May 9, 2022

On Monday, May 9th, 2022, we will release a new version of Conversations.

 

This release includes the following features, enhancements, and fixes for Conversations (Voice Channel):

 

New:

  • Ability to remove the “Default” option from the Outbound Caller ID: Talkdesk offers two options for configuring an outbound caller ID: Customized and Automated. This determines whether Agents can manually choose a phone number to call from (customized), or whether the system chooses it by default (automated). Now, when the “Customized” option is selected, Admins will be able to choose whether the “Default” option will be available in the Outbound Caller ID dropdown or not.

Note: For now, this feature must be configured in Talkdesk Main, so the current “Outbound Caller ID Selection” setting can be updated on:

  • Main > Admin > Preferences > Outbound Caller ID Selection
  • Main > Admin > Agents > [select an Agent] > Outbound Caller ID Settings

Also, changes in these settings won’t be updated in real-time. Agents will need to save and refresh the “Settings” page as well as Workspace, so that changes are displayed.

 

Enhancements:

  • Click-to-Copy: Similarly to what already happens in the Context card, Agents can now copy contact information (in the Contact Details card) by hovering the mouse pointer over the information to be copied and clicking on the corresponding icon.

Fixes:

  • Minor improvements and stability fixes.

 

 

 

May 2, 2022

On Monday, May 2nd, 2022, we will release a new version of Conversations.

This release includes the following features and fixes for conversations (Voice Channel):

 

New:

  • Test Audio Devices: Besides being able to consult, Agents can now test the audio devices being used for audio input, output, and ringing.

To access this feature, click your Talkdesk CX Cloud avatar, and then choose Conversations Settings.

 

Note: The ability to configure audio devices will be available soon.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

 

April 26, 2022

On Tuesday, April 26th, 2022, we will release a new version of Conversations.

 

This release includes the following features and fixes for Conversations (Voice Channel):

 

New:

  • Consult Audio Devices: Agents can now consult which audio devices are being used for audio input, output, and ringing.

To access this feature, click your Talkdesk CX Cloud avatar, and then choose Conversations Settings.

Note: The ability to test and configure audio devices will be available soon.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

April 18, 2022

On Monday, April 18th, 2022, we will release a new version of Conversations.

This release includes the following features, enhancements, and fixes for conversations (Voice Channel):

 

New:

image1.png

  • Pagination on side panels: Pagination is now available on the side panel’s lists (e.g. Agents, ring groups, external favorites) when performing a Blind Transfer, a Consultation, or a Conference, which helps Agents look for a specific target easily. 

Note: When performing a search, it is not yet possible to paginate it, so users will need to refine the search in case it returns too many results. 

 

Enhancements:

  • Relaxed Phone Number Validation: Prior to this release, all numbers were validated against a set of criteria, and those that did not meet the criteria were considered invalid. However, enforcing these rules would result in some numbers being misclassified as invalid when, in fact, they existed. With this enhancement, only numbers with an invalid country code will be classified as invalid. Agents can now dial any number and only get alerted of an invalid number after initiating the call. 

Fixes:

  • Issue calling a specific Jamaican phone number: Solved an issue where Agents could not call a Jamaican number because the number did not meet the defined phone number validation criteria.
  • Minor improvements and stability fixes.

 

 

 

April 4, 2022 | Conversations

On Monday, April 4th, 2022, we will release a new version of Conversations, with the following new features:

 

New:

  • Voicemail Drop

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Considerable time is wasted by Agents leaving similar voicemail messages to customers or prospects. This feature helps to solve this inefficiency by allowing Agents to record or upload a personal message, as well as to drop this message during a call.

 

 

 

March 28, 2022 | Conversations

On Monday, March 28th, 2022, we will release a new version of Conversations.

 

Voice Channel

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Automation Tools (Open URL)

It is now possible to use the ���Open URL” automation tool within Conversations. Admins can configure the automation task “Open URL” for internal Talkdesk actions, which allows a URL to be opened (on the Agent’s browser) when a specific trigger event occurs. 

  • Click-to-Consult

It is now possible to make a consultation on Conversations using the Click-to-Call feature. During a call, an Agent can select a third-party number to consult (and subsequently transfer the call to the number). By clicking on this number, the consultation is processed, and the Agent can speak with this third party (while the original contact person is on hold). If, after the consultation, both agree to proceed with a transfer, the initial Agent establishes the transfer and leaves the call.

 

Notes: 

  • The difference between Callbar’s “Click-to-Transfer” and Conversations’ “Click-to-Consult” is that on Callbar, when the call is transferred to a third party, all participants will confer (parity is expected to be reached during the Summer 2022 Release).
  • Click-to-Consult can be executed from a browser (if the Talkdesk Click-to-Call extension is installed), from an integration, or from another Workspace app.

Fixes:

  • Minor improvements and stability fixes.

 

Digital Engagement

This release also includes the following new features and fixes for Talkdesk Digital Engagement™:

 

New:

  • Regional Cloud EU
    This feature aims to support all necessary steps to create a new instance in EUROPE and have the product deployed to this new instance.
  • Default Reports
    Now, Default Reports based on Digital Engagement datasets are available in Explore: 
    • Digital Contacts.
    • Digital Messages.

Enhancements:

  • Maximum waiting time in Studio
    We have increased the maximum waiting time in Incoming Message Studio flows to 48 hours. This means that in the case of asynchronous channels, you can provide a longer waiting period to find an available Agent.

 

 

March 21, 2022

 

On Monday, March 21st, 2022, we will release a new version of Conversations.

 

Voice Channel

This release includes the following fixes for Conversations (Voice Channel):

 

Fixes:

  • Wrong Voicemail audio:
    • Solved an issue where the wrong voicemail audio was being dropped while on a call.
  • Auto-Answer component timeout affecting ringing time:
    • Solved an issue where the Auto-Answer timeout was incorrectly affecting ringing time after a transfer. 
  • Other minor improvements and stability fixes.

 

Digital Engagement

This release also includes the following new features, and fixes, for Talkdesk Digital Engagement™:

 

New:

  • Templates:
    • Agents can provide a consistent experience to all customers based on defined response templates, while also speeding up response time across all digital channels.

Fixes:

  • “Reply All” not updating the "CC" field:
    • When using Reply All, if the previous email on the thread was from a CC’d address, the “CC” field was not being updated correctly. This behavior is now fixed.

 

 

 

February 28, 2022

On Monday, February 28th, 2022, we will release a new version of Conversations.

 

Digital Engagement

This release includes the following new features for Talkdesk Digital Engagement™:

 

New:

  • Wrap-up and Dispositions
    Agents will be able to wrap-up digital conversations and add notes and dispositions that provide critical context that can be used for reporting and follow-ups.

 

 

February 21, 2022

On Monday, February 21st, 2022, we will release a new version of Conversations.

 

Digital Engagement

This release includes the following new features, enhancements, and fixes, for Talkdesk Digital Engagement™:

 

New:

  • SMS touchpoint to associate Classic and Studio Routing 

We will be bringing a new section for SMS touchpoints configuration in the Channels app. With this new functionality, you will be able to define the routing type for each SMS number:

    • Basic routing.
    • Direct assignment.
    • Studio flow.

This way, you can start having SMS conversations being routed through the Income Message Studio Flows. This will give you the ability to:

    • Send automated messages.
    • Add time-based rules.
    • Decide if the SMS should be directly assigned to a specific agent.
    • Decide if the agent should be able to accept or reject the SMS. 

These numbers settings will only be used for SMS channel and will not be applied to Voice, which means that for the same number you can have two different routing types depending on the Channel. Once the application is available on your account, the numbers will still be associated with the voice ring groups until you change the routing type in this new SMS touchpoint list.

  • Ability to change the styling of the initial screen (Chat):
    On the Chat widget, you can now change the initial screen colors, font, and images to customize it to meet your company’s needs. Configuration keys will be available on our Knowledge Base, allowing you to edit the script and customize the initial screen experience. 

 

Enhancements:

  • Email EA Improvements:
    • File size limit of 5 MB per attachment was removed. The total email size limit continues to be 25 MB.
    • Draft conversations are not stored in local storage.
    • User Interface was improved to show an error message when the sending of an email fails.
  • Limit Phone Numbers Within Drop List (SMS):
    When initiating a new SMS conversation, only SMS-enabled numbers will appear in the dropdown list for selection.

Fixes:

  • Chat Provisioning enables outbound SMS capabilities:
    For accounts with Live Chat enabled, SMS was being presented as a clickable option on the New Conversation button, allowing an agent to try and send SMS. This issue is now fixed.

 

Overall Enhancements:

  • Welcome screen with Voice dial pad by default:

In order to allow agents to work more efficiently, the default screen of Conversations will now present the dial pad to start a voice conversation, when there are no ongoing conversations.

 

 

 

February 14, 2022

On Monday, February 14th, 2022, we will release a new version of Conversations.

 

Digital Engagement

Talkdesk Digital Engagement™ provides integrated customer support through digital channels. A unified experience for both agents and clients, with capabilities spanning across digital and voice channels, from a single platform. 

This release includes the following new features: 

 

New:

  • Incoming Message Flows

A new trigger type with the possibility of having one single Studio flow serving all messaging channels. The Incoming Message trigger type will replace the current Incoming Chat trigger type. All newly-created routing flows will use this new type, and we recommend updating your existing flows to start including this.

 

  • Capacity Model

With the enablement of this functionality, each agent will have 100 capacity points and each conversation coming from Studio will have a default weight:

Channel Weight
Voice 51 points
Chat 30 points
Email 5 points
SMS (Soon) 5 points

This means that an agent can accept a voice call and a chat, for example (51+30 points), but does not have enough capacity to receive another chat. However, the agent can still receive SMSes and Emails coming from Studio.

The Capacity Model will only work for conversations from the Incoming Message flow, so agents can still initiate Outbound conversations at any point or manually assign more conversations from the queue. 

 

  • Routing Email Based on Subject and more

On the new Incoming Message flows, we will be bringing Email variables that can be used for routing or context purposes. It will now be possible to route to a specific group of agents based on these fields:

        • Email subject.
        • From.
        • To.
        • CC. 

 

 

February 7, 2022

On Monday, February 7th, we will release a new version of Conversations.

 

New:

  • Associate a Call with any contact

Agents now have the ability to associate a call with any contact in their account. Before, calls could only be associated with contacts that had the same phone number that was calling/being called. 

 

Enhancements:

  • Contact Pop: During an inbound call, if the number is on Talkdesk’s database and in sync with a CRM account, Conversations will display the CRM’s icon in the “Contact Details” card. Once clicked, it opens the contact’s details in the CRM integration.

Now, when agents have an open tab from the default CRM integration and click on the corresponding contact pop icon, the open tab refreshes and will display the selected contact. 

For any other integration (or in case the default integration is not open), clicking on the contact pop icon will open a new tab. Finally, the default integration is now distinguishable from the other non-default integrations through a divider.

 

Fixes:

  • Other minor improvements and stability fixes.

 

 

January 24, 2022 | Conversations

On Monday, January 24th, we will release a new version of Conversations.

 

New:

  • Tenant: It is now possible to display an extra contact field (known as a “Tenant”) in a contact card, to give agents additional context when handling calls. This field is useful when a contact has multiple indistinct records and agents need to know with which record they should associate these calls.

Note: For more detailed instructions on adding the Tenant custom field to Conversations, please refer to the article on Displaying the Tenant Custom Field.

 

Fixes:

  • Other minor improvements and stability fixes.

 

 

January 10, 2022

On Monday, January 10th, we will release a new version of Conversations.

 

New:

  • Disable the “Dismiss” wrap-up button: It is now possible to remove the Dismiss button for all agents (at an account level). This way, users will not be able to manually dismiss the wrap-up.

Note: The feature is available upon request only. Please contact Talkdesk Support if you wish to enable it.

 

Fixes:

  • Minor improvements and stability fixes.

 

 

 

December 27, 2021

On Monday, December 27th, we will release a new version of Conversations.

 

New:

  • List of External Favorites: It is now possible to access the list of external favorites during a call. This can be performed during Blind Transfers, Consultations or Conferences.

Fixes:

  • Minor improvements and stability fixes.

 

 

December 16, 2021

 

On Thursday, December 16th, we will release a new version of Conversations.

 

New:

  • Status change during “After Call Work”: With this release, it’s no longer possible to change the user status while on the wrap-up screen. When a user finishes a call and goes to the wrap-up screen, the status is automatically changed to “After-Call Work” and cannot be manually changed.
  • Searchable Dispositions: It is now possible to search by disposition directly in the “Dispositions Card”, during or after a call. This allows users to quickly find the appropriate disposition.

Enhancements:

  • Phone Number Library: The phone number library now reflects the latest version, ensuring an accurate validation of phone numbers dialed in Conversations.

Fixes:

  • Minor improvements and stability fixes.

 

 

 

November 24, 2021

On Wednesday, November 24th, we will release a new version of Conversations.

 

New:

  • Call switching: You can now switch between two calls, as many times as you need during a consultation, before you decide whether you want to transfer the initial call to the consulted party or end the consultation and return to the initial call. The caller whose call you switch from will be put automatically on hold.

Fixes:

  • No change in agent status after a warm transfer: Some agents were staying in the “On a call” status after finishing a warm transfer. 

 

 

September 23, 2021 - Agent Workspace

On Thursday, September 23rd, 2021, Talkdesk will release Agent Workspace.

Agent Workspace unifies the Talkdesk CX Cloud applications and information agents need on a “single pane of glass”, empowering them to work more efficiently and effectively. It’s accessible from anywhere on any device, strikingly intuitive to use, and designed to deliver personalized customer experiences that build loyalty and drive revenue.

Agent Workspace unifies four apps that are now available for both existing and new Talkdesk customers.

 

What’s included

Conversations

Conversations allows users to handle inbound & outbound voice and digital customer interactions. 

The voice channel will offer agents a unified and improved user experience to perform calls with capabilities such as transfers, conferences, call recording, and much more.

Activities

The activity listing offers you all that Talkdesk Main offered you previously and many more:

It will provide you a better overview of your agent activities by displaying the transferred calls and their details. 

The agent is also able to return a missed call directly from the listing: with just one click, they will be on the phone with the customer.

We also offer a wider range of filters, such as activity type, contact, or even date and time.

Voicemails

Voicemails will come with a new feature: the inbox app. This space will display only the voicemails assigned to you. 

If you want to browse all system’s voicemails, we make it easier by offering two new filters in addition to the Classic ones: filter by contact, and filter by duration interval. 

Contacts

Contacts will offer the same range of functionality but in a more user-friendly way: integrations with external services, contact management, and click-to-call.

 

How to use

If you wish to start using Agent Workspace apps, please follow the instructions in our documentation.

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