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Release Notes | Talkdesk Feedback
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Talkdesk Feedback™ generates multichannel customer experience data that turns into insights on Agent performance, customer retention, and loyalty.

Improve customer experience by deploying surveys across interactions. The reporting solutions turn data into actionable insights and you can also automate actions to resolve issues in the customer journey.  For more information, please visit our Talkdesk Feedback documentation.

 

February 21, 2024

On Wednesday, February 21, 2024, we start a progressive rollout of the following new feature for Talkdesk Feedback™:

 

New:

  • Do Not Contact Management: The DNC ("Do Not Contact") management system is used to respect the privacy and preferences of individuals who prefer not to participate in surveys. Contacts can choose to opt out of survey invitations by registering their phone numbers. To opt out, contacts have to reply "STOP" to the SMS survey when contacted by the Talkdesk Feedback SMS survey. 
      • Contact opt-out list: View the list of contacts that chose to opt out of the SMS survey.
      • Opt-out details: View the details of the opt-out, including the survey questions and respective responses.
      • Export DNC list: Export the DNC list as a CSV file.

For more information on this feature, please see this article.

 

January 24, 2024

On Wednesday, January 24th, 2024, we start a progressive rollout of the following new feature for Talkdesk Feedback™:

 

New:

  • Setting up a post-chat survey: Chat surveys allow Talkdesk Feedback™ users to set up post-chat surveys to obtain survey reports and analyzable data. This promotes an understanding of customer satisfaction by utilizing the chat channel and tailoring your approach with customizable survey questions, whether it is a quick CSAT (1-5 rating) assessment or an open-ended comment question.
        • Create a chat survey: Create a post-chat survey using standard templates (CSAT or NPS).
        • Deploy a chat survey: Connect a post-chat survey in the digital chat channel.
        • View the chat deployment: View the chat survey flow deployment status.
        • Rename a chat survey: Rename a post-chat survey as required
        • Delete a post-chat survey: Delete a post-chat survey that is not required.

 

Note: To customize a chat survey, you must submit a request via the Talkdesk Knowledge Base for customization.

 

 

December 20, 2023

On Wednesday, December 20th, 2023, we will complete the rollout of the following new feature for Talkdesk Feedback™:

New:

  • Customize an IVR flow: The Manage flow option of the IVR survey flow enables you to customize the IVR survey by providing a “drag and drop” user experience that allows for the customization of survey messages, survey flows, and IVR survey features such as DTMF (Dual Tone Multi Frequency). Admin can customize the IVR flow using the following Automation Designer components. 
      • Ask for CSAT: Enables customization of customer satisfaction (CSAT) survey questions. Answers are based on a 1–5 scale.
      • Ask for NPS: Enables customization of Net Promoter Score (NPS) survey questions. Answers are based on a 0–10 scale. 
      • Single choice: Enables customization of single-choice questions. Here, a user is asked to pick only one answer from a predetermined set of two or more response options.
      • Ask for feedback: Enables customization of open questions to provide answers in their own words.
      • Conditional logic: Enables dynamic and IVR survey flow by allowing the configuration of survey questions based on specific conditions or user response.

 

For more information, please refer to the article on Customize an IVR flow.

 

 

November 30, 2023

On Thursday, November 30, 2023, we will complete the rollout of the following new feature for Talkdesk Feedback™:

New:

  • Filtering by Survey flow for a given date period on the Live Feedback Stream: The "Survey flow" filter allows you to filter feedback results and summary metrics widgets by the name of the survey flow.

For more information, please refer to the article on Live Feedback Stream filters.

 

October 18, 2023

On Wednesday, October 18th, 2023, we will complete the rollout of the following  new feature for Talkdesk Feedback™:

New:

  • Creating an IVR survey with DTMF support: Allows the creation of an IVR survey compatible with DTMF (Dual-Tone Multi-Frequency). During the IVR survey creation, you can enable the DTMF capability for CSAT or NPS questions by checking the DTMF mode. This allows respondents to participate in surveys by pressing the corresponding numeric keys on their phone.

For more information, please refer to the article on Setting up an IVR Survey.

 

September 25, 2023

On Monday, September 25, 2023, we will release a new feature for Talkdesk Feedback™:

 

New:

  • Rename IVR survey flow: Now you can easily rename an IVR survey flow in the Feedback Flows UI to better align it with your business requirements, without having to go through a full survey edit process.

Note: This feature only supports the renaming of an IVR survey flow that was created on the Feedback Flows page UI.

 

September 20, 2023

On Wednesday, September 20, 2023, we will release a new feature for Talkdesk Feedback™:

New:

  • Filtering by Teams for a given date period on the Live Feedback Stream: The Teams filter (visible on the Live Feedback Stream) provides a way to filter feedback results and the summary metrics widgets by Team name.
  • The Table options on Live Feedback Stream allow users to Edit columns to display specific columns by selecting them or to hide columns by deselecting them on the summary metrics widgets. You can also select the number of items displayed on the page (10, 20, 50, or 100) using the "Items per page" option.

Note: The Teams filter on Live Feedback Stream will support data starting from September 4th, 2023. Applying the Teams filter to earlier time frames will have no effect on the results shown.

 

August 23, 2023

On Wednesday, August 23, 2023, we will release a new feature of Talkdesk Feedback™:

New:

  • Feedback dataset for custom dashboards in Explore: Now you can create custom dashboards using the Feedback Flow dataset in Explore to meet your business needs.

You can:

  1. Create a Dashboard in Talkdesk Explore™ using the Create button.
  2. Use the Feedback Flow dataset to create a report and add it to the dashboard you just created.
  3. Refer to the Feedback Flow Report for available filters and fields in the dataset.

Note: If you need more information, please read Explore Custom Create Dashboards.

 

August 16, 2023

On Wednesday, August 16, 2023, we will release some new features of Talkdesk Feedback™:

New:

  • Manage IVR Survey templates via self-serve: This feature allows you to take control of your IVR surveys by creating surveys, as well as giving you the option to delete them.
  • Create IVR Survey Based on Template and Language: Now, you can create IVR surveys by selecting the preferred language from pre-designed CSAT or NPS templates.
  • Delete IVR Survey: With this feature, you can easily delete surveys you no longer need. 

Note: If you need more information, please read Talkdesk Feedback: Setting up an IVR Survey.

  • Trigger SMS survey via Studio: You can set up SMS surveys using Studio, a user-friendly workflow UI tool:
    • With the Talkdesk “Get SMS Feedback” component, you can trigger an SMS Feedback Flow by sending an SMS survey to the contact after the call is finished.
    • You can select an SMS survey flow from the list to trigger the survey based on the pre-defined survey flow.

Note: To know more information, please refer to the Get SMS Feedback.

  • Inbound and outbound call SMS surveys configuration: Now, you can attach SMS surveys to specific call types  (inbound or outbound calls), gathering valuable insights tailored to each conversation. 
  • Admin can select numbers for either inbound calls, outbound calls, or both to deploy the SMS survey through a simplified method, which offers a streamlined approach to attaching an SMS survey to a specific phone number.
  • The Inbound number can also be deployed through a Studio flow. If deployed via Studio, the admin can view the attached number and studio flow name, but cannot deploy this inbound number using the simplified method described above.

To learn more, please consult Talkdesk Feedback: Setting up an SMS Survey.

 

March 3, 2023

On Friday, March 3rd, 2023, we will release a new feature of Talkdesk Feedback™. 

 

New:

  • Filtering by Ring Group for a given date period on the Live Feedback Stream: The Ring Group filter (visible on the Live Feedback Stream) provides a way to have a more targeted analysis of customer feedback and aims to reduce the time spent running reports. The filter allows users to:
    • Select the desired timeframe.
    • Filter by one or multiple RIng Group names.
    • View results of the filtered information, including the Ring Group filter output, applied on the Summary Strip widgets. 

Note: The Ring Group filter will support data starting from September 5th, 2023.  Applying the Ring Group filter to earlier time frames will have no effect on the results shown.  

 

If you wish to start using this new feature and need more information about this product, please refer to the Talkdesk Feedback documentation.

 

 

November 22, 2022 

On Tuesday, November 22nd, 2022, we will release a number of enhancements to surveys as a part of Talkdesk Feedback™.

 

New:

  • Support for the Net Promoter Score (NPS)℠ metric: Talkdesk Feedback™ customers can now add Net Promoter Score (NPS)℠ questions to their surveys and report on their NPS℠ out of the box. 
          • Created by Bain & Company, NPS℠ is a widely used metric to measure customer loyalty and predict business growth. 
          • NPS℠ is calculated by asking customers on a scale of 0 through 10 “How likely is it that you would recommend [your brand] to a friend or colleague?” to identify Promoters (9-10), Passives (7-8), or Detractors (0-6), and then subtracting the percentage of Detractors from the percentage of Promoters. 
  • Support for a Question with a Single Answer: Feedback customers can now add the ability to ask a binary (yes/no) or questions with a single answer when creating SMS surveys using the Feedback Flow Builder, or custom IVR surveys. Responses will then be captured and accessed through the various Feedback reporting solutions. 
        •  
  • Support for Custom IVR Surveys:
          • Feedback customers may now be eligible to utilize custom IVR Surveys, built by our Professional Services team. 
          • Feedback customers may now see IVR surveys on the Feedback Flow Page.
  • Automatic Upgrades to Feedback Flow Builder for SMS Surveys: Starting November 17th, you may have noticed changes to your SMS surveys, as they automatically upgrade to Feedback Flow Builder. See this previous announcement for more information. 
        •  

For more information on Talkdesk Feedback, please visit the Feedback Overview.

 

October 19, 2022

 

On Wednesday, October 19th, 2022, we will release Talkdesk Feedback’s Roles and Permissions feature. 

 

New:

  • The Roles and Permissions feature will help customers use the Feedback application’s features and capabilities according to each user's role. 
  • With this new capability, when you define access to Feedback permissions by roles, you will eliminate unauthenticated use of the Feedback application, its features, and survey data.
  • Feedback’s Roles and Permissions allows Admins to define who can access the app and with what permissions. This is done through the creation and editing of Roles that pertain to the Feedback application.
  • To find the feature, when signed in to Talkdesk, navigate to Admin > Roles and Permissions. You will see “Feedback” in the list of applications that have roles and permissions.
  • For the definitions on the feature permissions and information on Feedback’s Roles and Permissions, please visit this Knowledge Base article, and read the “Roles and Permissions” section. 

For more information on Talkdesk Feedback, please visit the Feedback Overview.

 

August 16, 2022 

On Tuesday, August 16th, 2022, we released the following features and enhancements for Talkdesk Feedback™:

 

New:

Screen_Shot_2022-12-07_at_4.39.37_PM.png

  • Live Feedback Stream: Live Feedback Stream is an actionable, real-time tool where you can view survey performance and obtain details of the feedback you’ve received. With this tool, you are also able to view:
    • Key Performance Indicator (KPI) scores and survey volume, among other relevant aggregated data.
    • View and filter additional details on each individual response, including interaction details, associated Agent, or other answered survey questions.

Live Feedback Stream features useful tools such as:

    • Summary Strip: Assess survey health through KPI scores and trends.
    • CSAT Score Card: Collect survey data to report the average CSAT rating.
    • Response Rate Card: The percentage of responded surveys.
    • Sent Surveys Card: Number of responded surveys.
    • Responses Card: Number of surveys with one or more answered questions.
    • Response Details: Key details of each response, such as KPI scores, timestamp, Agent, survey channel, and more.
    • Call recording in the response details will give Supervisors the opportunity to keep close track of their Agents' CSAT scores.Screen_Shot_2022-12-07_at_4.39.19_PM.png

For more information on Talkdesk Feedback’s Live Feedback Stream, please check this article. 

 

Enhancements:

  • Language Expansion of IVR Survey Templates: The languages available for IVR Surveys now will include:
    • Danish (DA).
    • German (DE).
    • Italian (I).
    • Polish.

For more information, please visit our Talkdesk Feedback documentation.

 

 

May 31, 2022

On Tuesday, May 31st, 2022, we will release a new version of Talkdesk Feedback™. This release includes the following new feature.

 

New:

Screen_Shot_2022-12-07_at_4.38.56_PM.png

Feedback Flow Builder: With Flow Builder, you can seamlessly build custom, multichannel, automated surveys without the need for code or additional professional services. 

You will now be able to:

  • Create multiple surveys for specific Talkdesk numbers. 
  • Create surveys with as many questions as you need, in your preferred order. The following survey capabilities are available:
      • Ask for Customer satisfaction (CSAT) score.
      • Ask for open-ended feedback.
      • Leverage certain conditions (like low CSAT) to branch the survey.
      • Acknowledge feedback received with a “Thank you” message.
  • Deploy surveys to the SMS channel by selecting any of the phone numbers you own.
  • Get access to actionable survey reports in Feedback Stream, and filter by Survey name to see applicable data. 
  • Access surveys’ raw data in Explore, under the new “Feedback Flow Report” section, to dive deeper into understanding survey behavior.  
      • Filter, schedule and export data according to your needs.

If you wish to start using these new features, please refer to the Talkdesk Feedback documentation.

 

 

May 4, 2022

On Wednesday, May 4th, 2022, we will release a new feature of Talkdesk Feedback™. The Agents’ filter provides more personalized performance analysis and aims to truncate the time spent on finding an agent-specific feedback report using Live Feedback Stream data.

New:

  • Filtering by Agent Name for a given date period on Live Feedback Stream:
    • Select the timeframe and see the list of the Agents that were active during that period. 
    • Filter by one or multiple Agents’ names.
    • View the Agents’ names on Live Feedback Stream response cards that correspond to your filtering.
    • View the filtered information, including the Agents filter’s output, on Summary Strip widgets.
Note: The Agents’ filter will support data starting from December 4th, 2021. For data regarding any other time period, this filter will be disabled.
If you wish to start using these new features, please refer to the Talkdesk Feedback documentation.

 

February 10, 2022 

On Thursday, February 10th, 2022, we will release a set of new features for a more comprehensive experience using Talkdesk Feedback™.  This update looks to improve interactions with Live Feedback Stream, Integrations, and Language Support.

 

New:

  • Viewing Agent Name and Interaction ID on Live Feedback Stream response cards:
    • View Agent Name on Live Feedback Stream response cards, to help tie the conversation with the right team representative.
    • View Interaction ID on Live Feedback Stream response cards, to aid in filtering feedback based on a given interaction.
    • Filtering for a given Interaction ID.
  • Feedback integrations:
    • Feedback will now integrate with all Talkdesk-supported integration platforms (e.g. Salesforce, Zendesk, and Email Notifier). 
    • The CSAT score collected through IVR and SMS channels will now be an available field to pull into third-party platforms.
  • Language translations:
    • The Feedback application will be available in Italian and German, in addition to the previously released languages.
    • Customer feedback will be shown in the original language of submission.


Note: If you wish to start using these new features, please refer to the Talkdesk Feedback documentation.

 

February 7, 2022 

On Monday, February 7th, 2022, we will release reporting enhancements for Talkdesk Feedback™. These aim to provide a better grasp of overall data as well as a deep dive into interactions, in order to understand the origin of feedback. You will be able to associate interactions with surveys and access quick snapshots of data, like the CSAT score, response rates, and more.

 

Enhancements:

  • Overview of data in the Metrics Summary Strip:
    • “CSAT Score” will show the average rating of CSAT questions on a 1-5 scale collected through IVR and SMS channels.
    • “Response rate” will give the proportion of answered surveys from the pool of sent surveys, in percentage.
    • “Sent surveys” will display how many post-interaction surveys have been successfully sent. 
    • “Responses received” will indicate the number of answered surveys. 
  • Filtering of Summary Strip and Live Feedback Stream data altogether:
    • All widgets of Summary Strip will adhere to the specified filtering.

 


February 3, 2022

On Thursday, February 3rd, we will release a new feature of Talkdesk Feedback™ that supports sending SMS surveys after outbound calls. This feature complements the existing capability of prompting surveys after inbound calls. The new functionality will help Feedback customers to measure customer satisfaction when proactively initiating calls. 

 

New:

  • Enabling a Talkdesk phone number to send SMS Surveys, from the SMS Survey Settings page. 
  • The system will detect the call direction associated with the active phone number and will send an SMS survey once the call is finished. 
    • SMS survey responses can be found on the Live Feedback Stream, as well as in the default Feedback Report in Explore. 
  • For SMS surveys, the Live Feedback Stream will display the direction of the interaction with the help of corresponding icons. 
    • In the Feedback Report, the type of interaction will be found under the “Event Type” column.

September 23, 2021 

On Thursday, September 23rd, 2021, we will release Talkdesk Feedback™. Feedback helps you to listen to, analyze, and improve the experiences your consumers are having with your brand across channels.

 

What’s included

The Talkdesk Feedback application includes the following features:

  • Survey customers in two channels:
    • Replatformed SMS Survey solution to Feedback app in Workspace (formerly Sentiment), with added capabilities:
          • Open comment question.
          • Message customization by number.
          • Expanded Talkdesk number support (not just US numbers).
    • An IVR Survey template, available through the new “Get Feedback” component in Studio.
        • Asks for caller CSAT rating and open comment question.
  • Understand what your callers are saying:
    • The “Live Feedback Stream”, available through the Feedback application in Workspace, allows you to keep your finger on the pulse of what your customers are saying. Access your feedback in real-time, and filter for further drill-down.
    • The “Feedback Report” in Reporting allows you to drill down into the details of each survey response, filter, export, and even schedule reports to be pushed to your inbox. 
  • Act on the feedback received:
    • Using the Export API you can automatically pull survey responses into your data warehouse or the BI tool of your choice.
    • CSAT scores are integrated with the upcoming Performance Management solution, helping you to understand agent performance at a glance. 

 

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