Release Notes | Talkdesk Live

Talkdesk Live™ allows you to turn real-time analytics into great customer service performance. For more information, please visit our Talkdesk Live documentation.

 

February 28, 2024

 

On Wednesday, February 28th, 2024, we will release, in a progressive rollout, a new feature for Talkdesk Live™:

  • Showing and hiding columns from the Live widgets: Now, you can customize the widgets available in Live, showing and/or hiding columns when viewing your data. Then, your experience is better suited to your monitoring needs.

Note: This new feature allows showing or hiding columns in Live widgets, taking into account the current offer and what will be made available in the future.

For more information, please read our Talkdesk Live documentation.

 

February 7, 2024

On Wednesday, February 7th, 2024, we will begin a progressive rollout of the new Talkdesk Live™ feature:

Screenshot 2024-02-08 at 09.10.22.png

  • View Permission: Now, a new type of permission for Live Dashboards is available in Roles and Permissions. Users with Manage permission will remain with manage permissions and have view permission as well (this includes agents that currently have manage permission, but the opposite doesn't apply). By default, new users with the Supervisor and Admin roles will have the Manage permission applied, and the Agent role won’t have any permission applied. 

 

As an Admin, you can apply the following permissions to different roles:

  • Manage: Users with this permission can add, edit, delete, and share Live dashboards with other users.
  • View: Users with this permission have the read-only capability of Live dashboards shared with them.



January 4, 2024

On Thursday, January 4th, 2024, we will release, in a progressive rollout, a new feature for Talkdesk Live™:

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  • Offline Agents List: Now, we can see the list of offline users, along with the agents' status and duration. In this widget, the Supervisor can change the Offline status of their agents to another status. 

For more information, please read our Talkdesk Live documentation.

 

August 8, 2023

On Thursday, August 8th, 2023, we will begin a progressive rollout of a new feature for Talkdesk Live™:

  • Missed Attempts Widget: This widget shows users with the highest counts of missed contacts for the day, including ignored and rejected, to help Supervisors address performance issues. Detailed information for each missed contact is provided with the contact phone number, a timestamp, the ring duration, and the reason to be missed. 

 

July 13, 2023

On Thursday, July 13th, 2023, we will release a new progressive rollout for Talkdesk Live™:

 

  • Live Agents List: Now, digital contacts will be available with this widget.
    This includes the following channels
    • Chat
    • Email
    • Digital Connect
    • Facebook Messenger
    • SMS
    • Whatsapp

You’ll have access to new fields:

  • Channels: Shows how many contacts, from each channel, the agent is working on.
  • Occupancy/Max Capacity: This shows the occupancy level of each agent based on their maximum capacity. 

 

  • New banner for an improved experience: This banner will inform you that the dashboard has been forcibly updated by a change on a given widget or query that you are using. This banner will be automatically triggered on Live’s UI if you have Live open at the moment a new version is deployed. 

For more information about the Live Agents List, please read our documentation.

 

May 17, 2023

On Wednesday, May 17th, 2023, we will begin a progressive rollout of the new Talkdesk Live™ features:

  • Digital channels in “Live Contacts List”, “Unassigned Contacts List”, “Arrived Contacts”, and “Missed Contacts” widgets now include data from the following channels: 
  1. WhatsApp.
  2.   Facebook Messenger.
  3. Digital connect. 

For more information, read our documentation.

 

March 29, 2023

On Wednesday, March 29th, 2023,  we will begin a progressive rollout of the new Talkdesk Live™ features:

  • Outbound Live Agents per Campaign: Now, you can check the live agents' list associated with a Talkdesk Dialer™ campaign along with the name of the campaign, the status of the agents (and its duration), record information, dialing mode, and whether the contact is a callback.
  • Longest Hold Time: This widget shows the duration, in seconds, of the voice conversation on hold for the longest.

For more information, please read our Talkdesk Live documentation.

 

February 8, 2023

On Wednesday, February 8th, 2023, we will begin a progressive rollout of the new Talkdesk Live™ feature:

  • Sort Capabilities on Live breakdown widgets: Now you will be able to order information alphabetically or by value. This is displayed in every Live card widget with breakdown capacity. This feature is available for the following widgets: 
    • Abandoned Contacts
    • Abandon Rate
    • Answered Contacts
    • Arrived Contacts
    • Avg. Abandon Time
    • Avg Handle Time
    • Avg. Wait Time
    • Connected Contacts (Outbound)
    • Count of Agents Logged-In
    • Inbound Contacts
    • Live Contacts (Inbound)
    • Live Contacts (Outbound)
    • Live Contacts In Progress (Inbound)
    • Live Contacts In Progress (Outbound)
    • Live Contacts In Queue
    • Longest Hold Time
    • Missed Contacts
    • Not Connected Contacts (Outbound)
    • Outbound Contacts
    • Service Level

For more information, please read our documentation.

 

January 19, 2023

On Thursday, January 19th, 2023, we will release a new feature for Talkdesk Live™:

  • Digital channels in the Missed Contacts: This 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.

 

January 5, 2023

On Thursday, January 5th, 2023, we will release a new feature for Talkdesk Live™:

  • Digital channels in the Arrived Contacts: Now, the “Arrived Contacts” widget 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 Arrived Contact widget, please read our documentation.

 

September 28, 2022

On Wednesday, September 28th, 2022, we will release a new feature for Talkdesk Live™:

  • 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. 

For more information, please read our documentation.

 

July 11, 2022

On Monday, July 11th,  2022, we will release a new feature for Talkdesk Live™:

  • Live Contacts List widget with digital channels: Digital contacts will become available. The data presented is available for 60 days, unlike voice, which is 48 hours. 
  • Labels renaming: Ring Groupscolumns will be renamed Queues, and the Live Ring Groups column to Live Queues. The column labeled Contact Number will be renamed Contact Info.

Note: The Direction filter and column are only available for voice. 

 

For more information, please read our Talkdesk Live documentation.

 

May 11, 2022

On Wednesday, May 11th, 2022, we will release the following enhancement to Talkdesk Live™:

  • Common filters in the global panel:

Now, the Global side panel shows the filters that have been applied to all widgets. 

Note: This feature only applies to the filters that are common to all the widgets. 

 

For more information, please read our Talkdesk Explore documentation.

 

May 10, 2022

On Tuesday, May 10th, 2022, we will release the following enhancement to Talkdesk Live™ in Workspace:

 

Enhancement:

image1.png

  • Whisper Coaching: This feature allows Supervisors to provide real-time verbal/spoken assistance to agents where via the whisper capability (only the agent can hear what the Supervisor is saying and the caller/contact will not hear the Supervisor). It can be used to help with onboarding and training new agents, periodic quality checks, as well as assisting when new processes, products, or services are introduced.

 

For more information, please consult our documentation.

 

April 28, 2022

On Thursday, April 28th, 2022, we will release the following enhancements and features to Talkdesk Live™ in Workspace:

 

Enhancement:

  • Live Audio Monitoring: This feature, included and available for all Talkdesk customers, allows Supervisors to silently monitor an agent call in real-time to help assure interaction quality. It also allows Supervisors to provide real-time assistance to agents via the barge capability. It can be used to help with onboarding and training new agents, periodic quality checks, as well as assisting when new processes, products, or services are introduced.

 

image2.png

 

New :

  • Live Screen Monitoring: This feature, only available for Talkdesk customers who have Screen Recording enabled, allows Supervisors or Managers to monitor an agent’s screen in real time with or without an ongoing call.

Note: To allow for live screen monitoring, agents must use the Callbar Electron or Conversations Workspace Desktop version (as opposed to the web-based one). 

For more information, please consult our documentation.

 

November 18, 2021

On Thursday, November 18th, 2021, we will begin the progressive rollout of a new feature for Talkdesk Live™:

  • Share dashboards.

Talkdesk Live™ introduces a new, highly-requested feature - Dashboards Share capability. You can now share your Live dashboards with one or more users in your account, with a one-click experience that makes real-time data accessibility easier. 

 

Plus, you will be able to:

  • Manage share permissions (add/delete viewers) for your custom dashboards.
  • Edit your created custom dashboards, with all the changes automatically updated for the users with whom the dashboard has been shared.
  • Easily find all the dashboards shared with you under “Shared with me” in your list of Live dashboards.
  • Easily identify all the dashboards you have shared via an icon in front of the dashboard name in the list of your dashboards.
  • Create a dashboard based on one that was shared with you.

 

After you have created a custom dashboard, you can open it and share it with other users via the “Share dashboard” button. 

You can share the dashboard:

1. With “Everyone in the account”, i.e. with all users that are associated with that account.

2. With individual users in the account.

 

Once you have opened the shared dashboard, you can click on the settings icon to change the time zone for viewing. No other settings or filtering options are available for dashboards shared with you.

 

Notes:

  • After sharing a custom dashboard, users will have access to the same original content. 
  • The recipient will only have “View” permissions.

For more details, please see the related article.

For more information, please visit our Talkdesk Live documentation.

 

Sepember 30, 2021

On Thursday, September 30th, 2021, we will release the following enhancement for Talkdesk Live:

  • Metrics: Beginning Thursday, September 30th, metrics not designated as "Live" will have a different refresh rate in Live dashboards. In order to improve the performance of the Live API, the refresh rate for metrics marked as “Today” will change from 5 seconds to 15 seconds (maximum). Due to how these metrics are calculated, this modification to refresh rates won’t have any noticeable impact on their precision, and will improve the overall performance for Live dashboards.

To check if a given metric is “Live”, open a dashboard. “Live” metrics will have a green dot and be marked “Live”. Other metrics are marked as “Today” - those will be the ones affected by this change.


For more information, please read our Talkdesk Live documentation.

 

September 30, 2021

On Thursday, September 30th, 2021, we will release the following enhancements to Talkdesk Live™.

  • Inbound Contacts: Starting September 30th, the Inbound Contacts metrics in Talkdesk Live will no longer include Outbound Dialer metrics. Until now, calls coming from the Outbound Dialer were included in the metrics associated with Inbound calls. The Contacts dataset didn’t differentiate between Outbound Dialer metrics and Inbound metrics, such as SL, AHT, Inbound Contacts, among others. 

With this enhancement, analysis of Inbound data and all associated metrics will become clearer and therefore more actionable. 

As a Talkdesk Live user, you don't have to change anything or take any action for this upgrade to take place.

As of October 7th, this change will also be applied to Explore dashboards, altering both new and historical data.

For more information, please read our Talkdesk Live documentation.

 

August 5, 2021

On Thursday, August 5th, 2021, we will release the following enhancements to Talkdesk Live™:

  • Drill-down for the “Count of Agents Logged-in”: The main agent’s statuses are now displayed in the “Count of Agents Logged-in” donut visualization.
  • It’s also now possible to select the List all option at the center, to view all your agents regardless of their status. 
  • When selecting a status that has a sub-status, you’ll be able to see more detailed information through a donut visualization that will give the count and names of that status.

If you choose a sub status that you want to check, or if you initially select a status that doesn't have any sub statuses (Available / After Call Work), you'll be redirected to a list visualization.

This way, it will be possible to see your agents' information with additional granularity and proceed to change the agents’ status if needed.

This visualization will become the default view for the "Count of Agents Logged-in" metric.

 

May 26, 2021

On Wednesday, May 26th, 2021, we will release one enhancement to Talkdesk Live™:

  • Widget filters configuration: This new configuration, associated with the already existing possibility to filter Ring Groups and Teams in each widget, will allow you to filter up to 600 ring groups or teams according to the following rules:
      • When multiple ring groups/teams are selected, only calls and agents related to those ring groups/teams will show up on the widget metrics. Direct lines will not be shown.
      • If no ring group/team is selected, the widget will show all existing ring groups and teams, as well as the contacts that are being directly assigned to agents.

For more information, please visit our documentation.

 

May 12, 2021

On Wednesday, May 12th, 2021, we will release one enhancement to Talkdesk Live™:

  • Live in Workspace:

All Live features will be available to customers using Talkdesk Workspace™, providing the ability to make timely and better-informed decisions to drive contact center performance in this new environment.

By doing this, we are offering Talkdesk Live a new and unified experience to customers who are already leveraging Workspace.

Note: Monitor capabilities will be made available on Workspace later on (date to be defined).

For more information, please visit our Talkdesk Live documentation.

 

May 3, 2021

On Monday, May 3rd, 2021, we will introduce the following new metric in the new version of Talkdesk Live™:

  • Max Hold Time: This new metric will show the maximum time a customer spent on hold during a contact. If there are multiple hold periods in the same contact, “Max Hold Time” displays the longest hold duration period.

You will be able to apply filters and breakdowns, namely:

  • Ring group.
  • Direction.
  • Team.

Based on the breakdown selection, it will be possible to change the visualization type.

For more information, please visit our documentation.

 

April 22, 2021

On Thursday, April 22nd, 2021, we will release two enhancements to Talkdesk Live™:

  • New dashboard layout: This new layout named “Classic - 6 Widgets”, will offer a 6-widget configuration with the following metrics/widgets:
  • Service Level.
  • AVG. Abandon Time.
  • AVG. Wait Time.
  • Longest Wait Time.
  • Count of Agents Logged-In.
  • Inbound Contacts.

 

After this selection, simply name your dashboard and you can start analyzing real-time KPIs.

  • Reporting landing page: From now on, when you select the Reporting section in your Talkdesk account, the landing page will be the new version of Live. Note: This change is only applicable to customers who were onboarded before December 1st, 2020.

For more information, please visit our documentation.

 

April 16, 2021

On Monday, April 26th,2021, we will release an enhancement to the new version of Talkdesk Live™:

  • “On Hold” Status in the Live Contacts List:

new_reelase_notes.png

 

This new information allows you to get more details about the in-progress contacts status by identifying when a given contact, in the Live Contacts List view, is ”On Hold”.

For more information, please visit our documentation.

 

April 15, 2021

On Thursday, April 15th, 2021, we will release two enhancements to Talkdesk Live™:

  • Donut visualization for the “Count of Agents Logged-in": From now on, you can select a “Donut” visualization for the “Count of Agents Logged-in” metric. This new option will allow for a better interpretation of your agents' default statuses aggregation.

By selecting the ”Count of Agents Logged-in” metric, doing a breakdown by status, and selecting the donut visualization, the default statuses aggregation view will be displayed: 

  • Available.
  • ACW (After Call Work).
  • Busy.
  • Away.

Once selected, this visualization will be the default view for the status breakdown for this metric.

  • New Dimension - “Live ring groups”: The “Live Contacts List” widget will now display a new column named "Live ring groups", between the existing “Ring groups” and “Duration” columns. Every time a contact falls back into another assignment and dial, this new dimension will show what is the current ring group.

For more information, please visit our documentation.

 

March 22, 2021

On Monday, March 22nd, 2021, we will enhance the onboarding process in the new version of Talkdesk Live™ to provide a more structured experience when building your first dashboard.

With a direct link to our Knowledge Base articles to give you more details on the "how-to’s", it will be possible to quickly choose one of the dashboard layouts available and see the widgets/metrics configurations that better suit your use case.

After that selection, it's time to name your dashboard and start your real-time experience.

For more information, please visit our documentation.

 

 

January 27, 2021 - New Version of Live

On Wednesday, January 27th, 2021, we will release the following enhancement in Talkdesk Live™:

  • Adding and Removing Widgets: To allow a better customization experience while building your dashboards, it will be possible to add more widgets to the initial dashboard layout that was selected. The new version of Live will now have the capability to host up to 16 widgets per dashboard, without impacting performance.

We will also introduce the option to remove widgets. This feature allows you to delete default widgets and there only needs to be one widget per dashboard.

For more information, please visit our documentation:

 

January 6, 2021 - New Data Model and New Version of Live

On Wednesday, January 6th, 2021, we will begin the progressive rollout of the following: 

  • Talkdesk® New Data Model (available in new version of Live and Explore)

The new Data Model is a new data paradigm where the analysis focuses on Contacts instead of Calls. Having an analysis based on Contacts provides more detail (new measures and dimensions) providing more flexible and powerful data exploration. 

The New Data Model information is available both in the new version of Live and Explore (New Reports, Dashboards, and Datasets).

  • Talkdesk® new version of Live 

The new version of Live is the tool that mirrors your contact center activities in real-time. Sourced exclusively by the New Data Model, the improvements made were not only on the information granularity level but also on the new dashboard configuration experience and flexibility that is offered to the user.

The rollout will be made in batches until February 12th, 2021, considering the following: 

  • Pro and Pro+ accounts will have the new version of Live and Default Explore Reports and Dashboards. 
  • Enterprise accounts will have the new version of Live, Default Explore Reports, and Dashboards, plus two new datasets in the “Create” feature.

The New Live and Historical APIs will also be available. 

 

For more information, please visit our documentation:

New Data Model

New Version of Live

Explore’s New Data Model

APIs

 

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