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Release Notes | Talkdesk QM Assist
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Talkdesk QM Assist™ augments your evaluation capabilities by adding an AI and speech analytics layer to your standard Quality Management tools. For more information, please visit our Talkdesk QM Assist documentation.

 

May 19, 2026

On Tuesday, May 19, 2026, we will release a new version of Talkdesk Quality Management Assist™ with the following update:

Enhancements:

Per-Question Evaluation Modes: QM admins can now configure how each question in a QM form should be evaluated by selecting Manual, Keyword Match, or Generative AI modes individually. This provides greater flexibility when designing evaluation workflows and allows organizations to combine automated and manual scoring within the same form. For more details, refer to this article.


AI-Powered Question Rewrite: Users can now rewrite evaluation questions directly in the QM Form Builder using generative AI. The Rewrite feature transforms manually written questions into clearer, more structured prompts optimized for AI evaluation, helping improve scoring consistency and reduce the effort required to build GenAI evaluation forms. For more details, refer to this article.

Note: This feature is only available for QMAE users

 

April 24, 2026

On Friday, April 24, 2026, we will release a new version of Talkdesk Quality Management Assist™ with the following update:

New: 

View AI-Created Evaluation: We’ve added a new permission in Role & Permissions to give more control over access to AI-generated evaluations.

Previously, users with Evaluation – View could see all evaluations within their scope. With this update, AI-created evaluations (both keyword-based and GenAI) are separated from manually submitted ones.

  • AI-Created Evaluation – View controls access to AI-generated evaluations.
  • Evaluation – View continues to apply to manual evaluations.
  • Enabled by default for Admin roles. Disabled by default for custom roles.

Permissions for edit, delete, and reassign remain unchanged and continue to follow the Evaluation settings for both AI and non-AI evaluations.

This change allows teams to better manage visibility and access to AI-generated content based on their internal policies. Read this documentation for more details.

 

March 10, 2026

On Tuesday, March 10th, 2026, we will release a new version of Talkdesk Quality Management Assist™ with the following update:

New:

  • GenAI-Based QMA Evaluation (GA): GenAI-based QMA Evaluation is now Generally Available, enabling teams to automatically evaluate large volumes of interactions using GenAI and scale quality management with less manual effort. The feature will be gradually rolled out to customers with a QMA Evaluator subscription and will be billed based on usage. 

 

January 19, 2026

On Monday, January 19, 2026, we will release a new version of Talkdesk Quality Management Assist™ with the following updates:

New:

  • AI Evaluation for Digital Channels: Supervisors can now create AI evaluation forms and define custom evaluation rules for digital interactions, including Email, Chat, and SMS. This feature extends the existing voice workflow to digital channels using a keyword-matching mechanism, helping teams apply consistent and accurate quality standards across channels.
  • Form-Specific Rule Configuration for AI Forms: Users can now customize rules for each AI form. This allows greater flexibility when applying forms to different sets of interactions. 

 

  • Multiple Rule Configurations for a Single AI Form: Users can now add multiple rule configurations to a single AI form. For example, you can set different evaluation percentages for inbound and outbound calls within the same AI form. This feature allows more control and customization over how forms are applied.

Note: As part of this feature update, the previous configuration items in Assign Evaluations: AI Evaluations will be automatically migrated to all your existing forms. The old configuration options will be removed and deprecated. For more details, please refer to this article.

 

September 24, 2024

On Tuesday, September 24th, 2024, we will release the following new features for Talkdesk QM Assist™ (part of the Customer Experience Analytics add-on):

  • Configurable Data Retention for Call Transcriptions: Call transcriptions can now be set to automatically delete after a specified time period, using the same steps available for calls, voicemails, and screen recordings. If no change is made, Talkdesk will determine the retention periods as follows:
    • For existing accounts: Call transcription retention will automatically align with the retention period set for call recordings. For example, if call recordings are set to delete after 360 days, transcriptions and AI enrichments will also be set to delete after 360 days.
    • For new accounts: A default retention period of 180 days will be applied.

Starting November 25th, 2024, and upon the expiration of a retention period, a purge operation will occur daily at 4 AM UTC, deleting transcriptions and AI enrichments older than the configured retention period. AI enrichments include analytics such as customer intent, sentiment, mood, and others. 

Once the purge operation is executed, data cannot be recovered. However, customers can export data before the purge operation occurs, via Interaction Analytics, see how here.

For more information about the impact and action needed from customers, please refer to this Product Notice.

Notes: 

  • For trial accounts, a 30-day retention policy will remain in place, and this retention period cannot be adjusted.
  • Only call transcriptions will be deleted (SMS and Chat are out of scope).

 

May 24, 2023

On Wednesday, May 24th, 2023, we will release an enhancement for Talkdesk Quality Management Assist™.

Enhancement:

  • Call Dispositions: With this release, we're enhancing how you define which form to be used by QM Assist when evaluating an interaction. In addition to the Queue, you can now define which form to be used when automatically performing an evaluation, by using the Disposition assigned to the interaction. This new option provides users with more flexibility, as well as a more accurate form selection. For more information, please check this article.

 

December 21, 2022

On Wednesday, December 21st, 2022, we will release a new feature for Talkdesk Quality Management Assist™.

New:

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Adding AI Pending evaluations to the distribution of a Random Sample: Users can now define if “AI Pending” evaluations have priority when doing the distribution, or if the system should first pick interactions that have not been picked by the AI. This feature:

  • Enables users to decide if they wish to include AI evaluations that the system wasn’t able to complete (“AI Pending” status) in a Random Sampling rule, so that they are distributed to the Evaluators.
  • Promotes a boost in productivity, since AI evaluations are already partially completed (the % complete threshold can be configured).
  • Allows the possibility of using “hybrid” forms, where it’s possible to have questions that the AI is able to answer, as well as more complex questions. 

Note: The “Include AI pending evaluations to pick up” feature is only available when using an “AI Enabled” form.

For more information, please visit this article.

 

November 14, 2022

On Monday, November 14th, 2022, we will release a new feature for Talkdesk Quality Management Assist™:

 

New:

QM_ASSIST_-_14N.jpeg

  • Configurations: From now on, the following new configurations are available in QM Assist:
    • Call “direction type”:
      • Inbound
      • Outbound
      • Both
    • “Call duration”:
      • “Minimum call duration”
      • “Maximum call duration”

 

July 1, 2021

On Thursday, July 1st, 2021, we will release Talkdesk QM Assist™.

QM Assist is part of Talkdesk Quality Management and provides the capability to evaluate up to 100% of the calls, which will enhance your quality monitoring and assurance coverage.

Access to QM Assist may require additional licensing. 

 

What’s included

Quality Management Assist will bring the power of AI into your quality process, including all the features of Quality Management and also the following:

  • Automatically transcribed audio recordings (STT). 
  • Display of call transcripts and sentiment.
  • Keyword search of transcripts.
  • Automatic scoring of agent interactions.
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