Release Notes | Talkdesk Digital Engagement

Talkdesk Digital Engagement™ empowers contact centers to quickly identify, route, and respond to customer service needs across multiple channels by providing integrated customer support through SMS, live chat, email, and more. For more information, please visit our Talkdesk Digital Engagement documentation.

 

February 1, 2023

On Wednesday, February 1st, 2023, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Reporting for SMS usage

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Beginning on February 1st, Messaging Contacts dataset will include information about segments, characters, country name, and code for all inbound and outbound SMS messages.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 23, 2023

On Monday, January 23rd, 2023, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Digital channels in the Missed Contacts Widget

The Live Reporting widget now includes counts for the following channels: Voice, Chat, SMS, and Email. A new channel filter has been added, allowing you to customize the included channels.

For more information about the Missed Contact widget, please read our documentation.

 

For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

January 16, 2023

On Monday, January 16th, 2023, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following feature and enhancement for Digital Engagement:

 

New: 

  • Configurable Sounds for Incoming Messages

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Agents dealing with multiple customer interactions need to be able to get a notification when a new message arrives in the “Assign to you” tab. 

Configurable Sounds for Incoming Messages on the “Assign to you” tab make new conversations more evident by notifying agents when a new message is available.

Admins are able to configure the sounds for each event (Inbound conversation offered, Auto-assigned conversation, Transferred conversation and New reply to ongoing conversation) in the Channels app.

 

Enhancement: 

  • Contact Search in Conversation App Contact Card Enhancements

This functionality allows you to easily search for and locate a specific contact using a name or an email, saving time and effort when trying to find contacts.

To use this feature, type the name or email address of the contact you are looking for into the search bar located within the contact details section. The contact details section will then display the matched contacts.

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

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Example of a contact search by Email: Contact that matches the entered Email address, appearing on top of the list.

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For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

January 9, 2023

On Monday, January 9th, 2023, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following features for Digital Engagement:

 

New: 

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“Transfer” conversations through Live Reporting enables Supervisors to quickly change the assignee of an assigned conversation or send the assigned conversation to a queue of agents. This feature is helpful when a conversation arrives in the wrong queue, or when agents end their shift or go on vacation without sending an ongoing conversation back to the original queue.

To transfer the conversation to a specific Agent or Queue, Supervisors can now click on the Transfer button [1] inside the “Live Contacts List”. 

 

  • Digital Channels in Arrived Contacts widget 

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Now, the “Arrived Contacts” widget in Live Reporting includes counts for the following channels:” Voice”, “SMS”, “Chat” and “Email”. A new channel filter has been added, allowing you to customize the included channels.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

December 26, 2022

On Monday, December 26th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature and fix for Digital Engagement:

 

New: 

  • Customization of text on Chat widget text

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There are two new keys to allow you to fully present the chat widget in a specific language or with the terminology that best fits your organization. Both keys allow you to customize these two elements of the ended chat screen: The message “This chat has ended” and the button ‘Start new chat’. To know how to apply these keys, follow the instructions available in this article.

To present the chat widget in different languages, create one chat touchpoint for each language. Use the text customization keys and the appearance configuration to present each chat widget in that specific language.

 

Fix:

  • Interaction duration on Reporting with incorrect information 

We have fixed the interaction duration on the “Messaging Contacts” dataset in Explore reporting. Previously it was showing extra 31 days when the interaction duration was less than 1 day. Now, the “Interaction Duration” query always represents the difference between the “Interaction Started” and “Interaction Finished” dates. 


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

December 19, 2022

On Monday, December 19th, 2022, we will release a new version of Talkdesk Digital Engagement.

This release includes the following enhancement for Digital Engagement:

 

Enhancement:

  • Email re-authentication notification

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We improved our notification process in order to notify Admins by email every time an email touchpoint loses connection. Besides the Workspace notification, all account Admins will also receive an email notification to make sure they can act as quickly as possible, in order to recover the service.


For new capabilities available on Conversations, please check the Conversations Release Notes section.

 

 

December 5, 2022

 

On Monday, December 5th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following feature and enhancement for Digital Engagement:

 

New: 

  • Subject on Digital Connect

If the 3rd party solution connected to Talkdesk via Digital Connect supports the ability to add a Subject, it will now be possible to pass that Subject via API and present it to the agent. Agents can also start conversations with a subject so that the conversation can follow the structure of the 3rd party solution.

 

Note: To be able to access Digital Connect, please contact your Customer Success Manager. 

 

Enhancement:

  • Enhanced Global Settings Look & Feel

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The “Agent capacity” card in the Admin “Global settings” page was updated to present the capacity that each conversation will occupy. This way, Admins can quickly understand what is the value associated with each channel. 

 

 

 

November 28, 2022

On Monday, November 28th, 2022, we will release a new version of Talkdesk Digital Engagement.

This release includes the following feature and enhancement for Digital Engagement:

 

New: 

  • Chat User Identification

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Agents need to identify the contact person in chat interaction, rely on the information provided, and minimize time manually adding the contact details.   

Chat user identification enables Agents with reliable information about contact details through an automated process of identifying contact personas with no need for the agent to manually create/update contacts.   

To begin leveraging this functionality, use the variable td_contact_person_identification in order to send the phone number or email address of the contact person that you want Talkdesk to automatically save as a new contact or merge with an existing one. 

 

Note: This variable only needs to be configured within the setContext function available in the Chat Widget code snippet and does not need to be mapped as an argument in the Incoming Message flows in Talkdesk Studio.



Enhancement:

  • Email Touchpoints - New settings for usage type and direction

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We are delivering a new visual organization for the usage types and directions for Email Touchpoints. With this change, we are allowing a touchpoint to be marked as “Notifications only” and, with this setting, those touchpoints will not be listed as an “Outbound” email touchpoint.

 

Note: No change is needed from the customer side. The previous settings were migrated to this new format.

 

 

 

November 21, 2022

On Monday, November 21st, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following features for Digital Engagement:

 

New: 

  • Closing Conversations on Email Touchpoint deletion

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Admins managing a high volume of different touchpoints need to be able to delete touchpoints without needing to wait for all the interactions to be closed. Closing Conversations on Email Touchpoint deletion enables Admins to delete email touchpoints without manually closing all the ongoing interactions under that touchpoint. 

 

  • Chat Attachments

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Chat Attachments enables agents to send and receive multimedia files, and documents for the chat channel, enhancing customer experiences.

 

  • Digital Activities and Conversation History tab

Note: An unexpected delay has occurred in the rollout of this functionality.

  • The feature requires an additional application to be installed in each account. Therefore, installation is expected to be completed over the next few days. 
  • Also, at this time, Conversation History will not contain the backfilling for previous conversations. Only new Digital conversations will be shown on Contacts App. 

Our team is currently working to make this functionality available as soon as possible. We apologize for any inconvenience.

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Now, agents managing a high volume of interactions can easily access any contact person's conversation history. Conversation “History” tab in the Contacts application enables agents to access any contact person’s conversation history, providing faster and more personalized experiences.

 

  • Add Assign Automation Trigger Events for Digital Conversations

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When a conversation is assigned, the supported integration actions can be triggered. It allows customers to create notifications, or register the assignment moment in 3rd party integration.

 

  • SMS & WhatsApp Channels integrated with Virtual Agent

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Talkdesk Virtual Agent provides an effective alternative to support customers in offline or peak hours, delivering a near-human customer experience. From now on, customers will also be able to add SMS and WhatsApp as channels for conversations between contact persons and Virtual Agents.

 

  • Incoming Messages Notifications (“Assigned to you” tab)

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Agents need to be able to know whenever they receive a new message under the Assigned to you tab.   

Incoming Messages Notifications lets agents know when a new message arrives under the Assigned to you tab through a visual notification.

 

Enhancements: 

  • Default Outbound Touchpoint for Email

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Now, agents can have the last selected Email Touchpoint as the default when starting a new outbound email conversation.

Note: This setting is stored locally on the browser’s cache, so if agents start a new session on a different browser or workstation, the default touchpoint value will not apply.

 

  • Channel Agnostic Default Dashboard for Digital

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We have adapted our Digital Engagement dashboard to become channel agnostic and be constantly updated with the values from the newest developed channels.

Now, whenever you add a new channel to your account, you will be able to see the number of conversations that arrive at those channels. You can also compare them with the remaining ones, without the need of checking another dashboard or doing any adjustments. 

 

 

 

November 14, 2022

On Monday, November 14th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement: 

  • Templates preview

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With this improvement, agents will be able to check the content of a template before deciding to use it. It will enhance the agent's Average Handle Time (AHT), as they will be able to select the most adequate template.

 

 

 

November 7, 2022

 

On Monday, November 7th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Keep last selected Touchpoint as default for SMS Outbound:

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Now, agents can have the last selected SMS Touchpoint as the default when starting a new outbound SMS conversation.

Note: This setting is stored locally on the browser’s cache, so if agents start a new session on a different browser or workstation, the default touchpoint value will not apply.

 

  • Conversation Preview during Wrap-up phase:

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During the wrap-up phase, agents will be able to review the conversation history, which can help them make decisions when writing notes and selecting dispositions.

 

 

 

October 31, 2022

 

On Monday, October 31st, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Search Conversation by Contact Details on Inbox

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Agents managing a high volume of customer interactions need to be able to find specific interactions by contact details in the inbox app. Searching by contact details enables agents to find specific interactions using the contact’s details (name, email, and phone number), saving valuable time and effort.

Note: This feature requires a contact to exist. Unknown contacts will not appear in search results.

 

  • Filter by Queue and Touchpoint on Inbox App

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Agents handling multiple interactions in different ring groups will now be able to quickly find the interactions assigned to their ring group or touchpoints.

 

  • Deactivate Email Touchpoints with open conversations

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With this new feature, it will be possible to Deactivate email touchpoints with open conversations to stop new emails from being synced. With this, unwanted inbound emails will not be received by the system.

 

 

 

October 24, 2022 | Digital Engagement

 

On Monday, October 24th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • WhatsApp Touchpoint's Friendly Name

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From now on, the “Friendly name” for the Whatsapp Touchpoint can be edited to better identify the number being used for Digital Engagement.

 

  • Stay on the Same Page after Assignment in Inbox App

With this new capability, after assigning a conversation, the Inbox App won’t refresh and send the agent back to Page 1. Instead, the agents will stay on the page where they were when assigning the conversation.

 

 

 

 

October 17, 2022

 

On Monday, October 17th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Conversation Preview on Live Reporting

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Currently, Supervisors can only see the messages that were sent or received through Explore (history data). This capability allows Supervisors to click on an ongoing conversation and see all sent and received messages. This feature is accessible from the “Live Contacts list” widget on Live Reporting.

 

 

October 10, 2022

 

On Monday, October 10th, 2022, we will release a new version of Talkdesk Digital Engagement™.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Dispositions for Digital Conversations

From now on, the Disposition Set availability will depend on the Conversations’ Ring Groups, guaranteeing all channels behave the same way when talking about dispositions. 

Since this is a transition period from the previous configuration, if there is a situation where the Disposition Set is unavailable, it’s because:

  •  The conversation does not have any Ring Groups associated.  
  • The Disposition Set Ring Groups don’t match with the Conversations Ring Groups.

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  • Digital Connect Early Access

Digital Connect is the set of Application Programming Interface (API) endpoints that will allow you to leverage all features that Talkdesk offers (agent experience, unified reporting, configurable routing, automations, among others) while bringing your own solution to handle the Contact Person side (the interface where your customers will be interacting with your brand).

Scenarios that we will be solving:

  • Integrating non-Talkdesk chatbots.
  • Integrating with proprietary messaging clients (client side).
  • Integrating with proprietary messaging services (server side).

Scenarios covered on the first milestone:

  • Agents starting new conversations (Outbound) and sending messages that arrive at the external system.
  • Contacts starting new conversations (Inbound) and sending messages from the external system that arrive at Talkdesk.
  • Touchpoint management with the ability to associate ring groups to each touchpoint.
  • Contact identification through contact email. 
  • Unified reporting with the ability to see all messages sent and received.
  • Simplified and advanced routing (Incoming message Studio flows). 
  • Ability to route the conversation to a Virtual Agent.

 

 

October 3, 2022

On Monday, October 3rd, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new features for Digital Engagement:

 

New: 

  • Update Idle Time for Digital Interactions
    This functionality will update the idle time calculation when an Agent is on multiple simultaneous interactions. Currently, for voice, the idle time is calculated based on the amount of time since the last interaction (inbound voice call, manual outbound call, Agent-to-Agent call, automated outbound, or a dedicated line) has finished. Before this release, idle time was reset only for Agents on voice interactions, which could lead to unequal assigning of interactions. With this new capability, assigning digital interactions to Agents will be under identical conditions. Updating Idle time for digital interactions, will reset sorts of Agents according to the time since they accepted and ended a digital interaction.
  • The “Live Unassigned Contacts List” widget
    This widget shows the digital contacts not assigned to an Agent. You can see how long the contact has been unassigned and the queue associated with the contact along with the contact information. It’s also possible to filter per channel. 
  • Simplified and Advanced Routing for Facebook Messenger3_oct_2022_1.png

Admins can assign Facebook messages to queues or to incoming message flows through Studio. It is now possible to:

          • Send automated messages.
          • Add Time and Calendar-based rules.
          • Decide if the Facebook conversation should be directly assigned to a specific Agent.
          • Decide if the Agent should be able to accept or reject the Facebook conversation. 

 

 

September 19, 2022

 

On Monday, September 19th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Facebook Messenger in EU and Canada Regions
    Facebook Messenger is now available in the European and Canadian Regional Cloud, along with SMS, Chat, Email, and WhatsApp. All these channels are now available in the US, Canada, and Europe.

 

 

September 5, 2022

On Monday, September 5th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature, enhancement, and fixes for Digital Engagement:

 

New: 

  • Digital datasets on Explore API

Customers can now use Explore API to send Digital data into an external system. You will be able to use the following datasets when using Explore API:

To know more about Explore API, you can consult ourTalkdesk Developer Guide.

 

Enhancements:

  • Digital Touchpoint Identifier and Friendly Name in Reporting

Supervisors can now use Touchpoint ID and/or Touchpoint Name information in Messaging Contacts and Messaging Traffic datasets (Explore) to filter or create new reports and dashboards with this data.

Note: To know more about how to use the Messaging Contacts and Messaging Traffic datasets in reports and dashboards, please refer to this article.

  • Associating Ring Groups on Outbound Conversations

Agents will be able to associate their ring groups to the outbound conversations. 

 

Fixes:

  • Showing empty Template Collections

Collections were always displayed, even if there were no Templates available for the channel the Agent was working on. With this fix, Agents will be able to select to only view the collections with existing templates available.

 

 

August 29, 2022

 

On Monday, August 29th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Studio Context Variables in Digital Conversation Automations

Now, you can add the context variable name in the integration actions for Digital Events (conversation starts or conversation ends). If the variable name matches the name in the Studio flow and the value of that variable is not empty, then the variable will be passed to the automation events.

In order to use it, add a variable to your automation with the following format:{{context.name_of_the_variable}}.

Please refer to our article on Context in Automations, for more information.

 

 

 

August 22, 2022

On Monday, August 22nd, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature for Digital Engagement:

 

New: 

  • Whatsapp Advanced Routing

Admins will now be able to select more advanced routing rules for Whatsapp, such as: 

        • Time-based rules. 
        • Calendar-based rules. 
        • Traffic splitter. 
        • Conditional statement. 
        • Data dips. 
        • And others. 

Advanced routing will also allow Admins to send automated messages to a 3rd party integration.

With this new feature, Admins can decide to whom the conversation will be offered and what should happen in case there are no Agents available.

 

Note: At this time, the Virtual Agent component will not be supported for Whatsapp. 

 

 

 

August 16, 2022

On Tuesday, August 16th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new features for Digital Engagement:

 

New: 

Receive variables from the customer's website:

Admins can now pass additional website “Context”(variables) to chat conversations when a new conversation starts or when the widget is opened.

This new functionality will allow you to:

  • Present additional context to the Agent (e.g. the Contact Person’s shopping cart, scheduled appointments, booked flights, among others).
  • Set routing rules (e.g. if the website visitor’s language is set to Portuguese, route to an Agent that speaks Portuguese).

 

Digital Engagement Apps - Users Provisioning & Uninstall:

With this new functionality, it will be possible to select which users have access to each of the Digital Channels. This change will impact SMS, Chat, Email, and Facebook Apps.

From now on, these apps will be only available for the users selected on each of the applications. For current customers, this change was automatic, and no further action is required by customers or internal Talkdesk teams.

Also, it’s now possible to uninstall each of the Apps. By deleting the App, all users will lose access to the application.

 

July 18, 2022

On Monday, July 18th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature and enhancements for Digital Engagement:

 

New: 

  • Digital Engagement in Regional Cloud Canada  

With this new feature, customers will be able to create a new instance in Canada and have the GA channels deployed to this new instance. 

 

Enhancements:

  • Live Contacts List widget with Digital Channels

Digital contacts were made available July 11th. The data presented is available for 60 days, unlike voice data, which is available for 48 hours.

 

  • Agent is notified for 24-hour expired WhatsApp conversations

The Agent will be notified and will not be able to send any more messages until the Contact Person responds (and a new 24-hour session begins).

 

 

July 4, 2022 | Digital Engagement

 

On Monday, July 4th, 2022, we will release a new version ofTalkdeskDigital Engagement.

 

This release includes the following enhancement forDigital Engagement:

 

Enhancement:

  • Reauthenticate Email Touchpoint

Admins will be able to reauthenticate/reconnect the email touchpoints, without interfering with the work of the Agent, while also keeping the email touchpoints working. This is specifically relevant when a touchpoint loses connection with the provider, or when there is a change to the password and a reauthentication is needed.

 

 

June 27, 2022

On Monday, June 27th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following enhancements for Digital Engagement:

 

Enhancements:

  • Social Messaging on Explore Reporting

With this data available on the “Messaging Traffic” dataset, Supervisors will be able to see the details of Social Messaging Channels conversations (e.g. how many messages per conversations Agents are sending, and how many messages are received, among others).

 

  • Transfer to Agent on Explore Reporting

Supervisors will now be able to check the information about the destination users of “Transfer to Agent”, by using the information available on the “Direct Assignment User” field. This information will be available on the “Messaging Contacts” dataset, in Explore.

  • Queues on Explore Reporting

Supervisors will be able to perform analysis based on the “Queue” field, such as:

        • The number of conversations arriving in each Queue to compare the load between them.
        • Understand if there’s a tendency of constantly transferring from a specific queue to another. This might mean that the Studio flows will need to be adjusted.
        • Understand who are the most responsive Agents in each particular queue.
        • Have Supervisors analyze only the queue they are managing, instead of having to look at every conversation.

 

  • Username(Agent Name), Queues and Handling Queues in Automations

By having these fields available in digital events (start and end) Admins will be able to have more complete events when integrating with third parties (such as Salesforce, Zendesk, among others).

 

 

 

June 13, 2022

On Monday, June 13th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement:

  • Social Messaging on Explore Reporting

With this data available on Messaging Contacts dataset, Supervisors will be able to see the details of Social Messaging Channels conversations (how many conversations Agents are sending, how many conversations are received, how much time Agents are taking to send the first message, etc.).

 

May 31, 2022

On Tuesday, May 31st, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new feature for Digital Engagement:

 

New:

  • Configurable Capacity for Digital Channels:

The Configurable Capacity feature will allow you to configure the weights of SMS, Chat, and Email from 1 to 100 points at the account level. Agents will continue having 100 points of capacity, but the value that each conversation weighs can change according to business needs.

These values are not retroactive, which means that once the settings are changed they will only be applicable to new conversations. 

 

Note: Voice conversations will continue having a fixed value of 51 points, and the capacity model will still only be available for Push model (conversations that reach the Agent through the “Assign Agents to Message” component in Studio).

 

 

May 19, 2022

On Thursday, May 19th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following enhancement for Digital Engagement:

 

Enhancement:

  • Disposition and Notes in Explore for Transfers to Agent and Queue:

Supervisors will now be able to check the notes and dispositions that Agents wrote prior to transferring a conversation. This information will be available on the “Messaging Contacts” dataset, in Explore, and applies to both “Transfer to Agent” and “Transfer to Queue”.

 

 

May 16, 2022

On Monday, May 16th, 2022, we will release a new version of Talkdesk Digital Engagement.

 

This release includes the following new features for Digital Engagement:

 

New:

  • Studio Routing to Inbox

This component will allow you to send conversations directly to the Inbox of the selected Queues. You can use this component to guarantee that no conversation gets lost when no Agents are available.

 

  • Sorting & Filtering in Inbox

Adding the filtering option will help refine search results. With the filtering option, when the inbox is full of items, the queue can be filtered using some of the pre-defined criteria, such as channel or date/time to find specific items. You can also use the sorting option by selecting the order in which the items in the queue are presented: from oldest to newest (the default option) or from newest to oldest.

 

May 9, 2022

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

 

This release includes the following new feature for Digital Engagement:

 

New:

  • Email messages available in Explore: Supervisors will now be able to better understand the traffic of their Email channel (e.g.how many Email messages are Agents sending, how many Email messages are received, how much time are Agents taking to send the first message, among others).

This feature also grants parity with other channels available on the Messaging Traffic dataset (SMS and Chat).

 

May 2, 2022

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

 

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

 

New:

  • Transfer Conversation to an Agent: Improve Agent accuracy and resolution rates by enabling the Agent to seamlessly transfer conversations to the best-suited Agent to solve a specific conversation. In the Conversations App, when clicking on the Transfer button, an Agent will have an experience very similar to the current Transfer to Queue. When transferring a conversation directly to an Agent, capacity and availability are taken into consideration.

 

Fixes:

  • Unable to copy and paste text from conversations: When resizing Workspace, Agents were not able to select, copy and paste text from conversations. This issue is now fixed.

 

 

April 18, 2022

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

 

This release includes the following enhancements for Talkdesk Digital Engagement™:

 

Enhancements:

  • Tabs being renamed: We will be renaming the Queue tab to Inbox and the Send to Queue will change to Send to Inbox. This will allow for a clearer differentiation between a group of Agents with a common set of expertise (Queue) and a list of unassigned conversations (Inbox).

 

Note: Due to some manual activities that need to be completed to roll out the SMS Outbound Friendly Name and the Digital Default Dashboards, these features are being gradually rolled out to all accounts.

 

 

April 4, 2022

On Monday, April 4th, 2022, we will release the following new features, and enhancements, for Talkdesk Digital Engagement™:

 

New:

  • Default Dashboards

Configure your ideal dashboard based on Digital Engagement datasets that are now available in Explore: 

        • Chat.
        • Email.
        • SMS.
        • Digital Engagement.

 

Enhancements:

  • Friendly Name for SMS Touchpoints

On the SMS touchpoint settings inside the Channels app, it is now possible to edit the “Friendly Name” for each SMS number, giving your Agents the possibility to easily identify the purpose of the interaction. For the same phone number, you can only have one “Friendly Name” for voice and another for SMS. The “Friendly Name” will initially appear as “N/A” and a preferred name can then be selected, which will only be associated with the SMS channel (not applicable for voice).

  • Wrap-up Improvements

In order to provide a more adequate metric regarding the effective duration of each contact, “Wrap-up” duration will be detached from the “Contact Duration”. This way, you will be able to easily visualize the time spent on interaction and the wrap-up phase separately.  

 

For new capabilities available on Conversations, please check our Release Notes section.

 

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