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Release Notes | Talkdesk Workforce Management
Published • Last Updated

Talkdesk Workforce Management™ is a solution that combines powerful AI and automation with a remarkably intuitive user experience to help you optimize staffing and scheduling decisions, reduce administrative effort, and deliver a better experience for agents. For more information, please visit our Talkdesk Workforce Management documentation.

 

September 3, 2024

On Tuesday September 3rd, 2024, Talkdesk is releasing a new version of Workforce Management. This release includes the following enhancement and fix:

 

Enhancement:

  • Bulk Shift and Shift Block Creation: Resource planners will now be able to bulk create any event on agent schedules. It is now possible to perform the bulk creation of manual shifts and shift blocks. Previously, only Breaks, Meetings, and Holidays were available to be created in bulk. 

Note: This enhancement will be progressively rolled out.

 

Fix:

  • Team Schedule Page Performance Improvements: Resolved a performance issue that could cause a failure to load the team schedule page.

 

 

August 19, 2024

On Monday, August 19th, 2024, Talkdesk is releasing a new version 1.3.3 of the Schedule Mobile app for Android on Google Play. This release includes the following enhancement:

 

Enhancement:

  • Target API Level Increased: To provide users with a safe and secure experience, Google Play requires all apps to meet target API level requirements. Apps must target Android 14 (API level 34) or higher. Therefore we have upgraded the target API level from 33 to 34.

 

August 9, 2024

On Friday, August 9th, 2024, Talkdesk is releasing a new version of Workforce Management. This release includes the following fix:

Fix:

  • Agents Status showing incorrectly: Resolved an issue that could cause an agent status to appear to be stuck on status all day within the WFM User Interface.

 

July 8, 2024

On Monday, July 8th, 2024, Talkdesk is releasing a new version of Workforce Management. This release includes the following enhancement and fixes:

Enhancement:

  • Lock the day when a shift gets traded away: The day will be locked when its shift gets traded away. The day will not be auto-scheduled with any shift, unless it’s manually added to it. This enhancement will be progressively rolled out.

Fixes:

  • Out of Adherence Data: Fixed a bug that occurred in calculating adherence data based on the up-to-date schedule when a shift trade happened. This fix will be progressively rolled out.
  • Managing Events: When a user creates/deletes/updates an event on the schedule, it will occasionally cause inaccurate adherence data. This fix will be progressively rolled out.

 

 

April 11, 2024

On Thursday, April 11th, 2024, Talkdesk® is releasing a new version of Workforce Management. This release includes the following feature

New:

  • 24-Month Forecast: The ability to extend forecast duration beyond 53 weeks, is now available, allowing a new max duration of 106 weeks. 

 

January 15, 2024

On Monday, January 15th, 2024, Talkdesk® is releasing a new version of Workforce Management. This release includes the following feature:

New:

  • Persisting “Insights” charts: When users add a new “Insight” chart or update the default chart, the changes will be saved in the local storage of the browser. So, the “Insights” charts will persist when: 
      • Users close and re-open the browser,
      • Users log out and re-login,
      • Or when users open another browser tab.

 

 

January 4, 2024 

On Thursday, January 4th, 2024, Talkdesk® is releasing a new version of Workforce Management. This release includes the following enhancements:

 

Enhancements:

  • Select multiple agents when creating “Time off” or “Break”: It is now possible to select multiple agents when creating “Time off” or “Break” events, to promote increased manual scheduling efficiency. Each selected agent will have an individual version of this event on their schedule. This feature will be progressively rolled out.
  • Add multiple agents to a “Meeting” event through Team Selection: It is now possible to add multiple agents to a “Meeting” event through team selection. For additional details on the functionality, please see this section. This feature will be progressively rolled out. 

 

 

November 20, 2023

On Monday, November 20, 2023, Talkdesk® is releasing a new version of Workforce Management. This release includes the following features:

 

New:

Removing Shift Templates: Under Agent Configuration, you are now able to remove all shift templates from an agent's profile. Previously, this was treated as a required field, which caused issues when schedules were no longer being created for a particular agent.

 

 

November 6, 2023

On Monday, November 6th, 2023, Talkdesk® is releasing a new version of Workforce Management. This release includes the following features:

New:

  • Persisting “Teams” and “Queues” filters: Users will no longer be required to change the filters each time they open WFM. Now, the “Teams” and “Queues” filters that were selected last time will persist when: 
    • Users close and re-open the browser,
    • Users log out and re-login,
    • Or when users open another browser tab.
  • Submit a time off request of less than 1 hour: Agents now can submit a time off request with a duration of less than 1 hour. The minimum value is 15 minutes. This way, agents will have more flexible time off management. This feature will be progressively rolled out.

October 23, 2023

On Monday, October 23rd, 2023, Talkdesk® is releasing a new version of Workforce Management. This release includes the following features:

New:

  • Intraday Reforecasting General Availability: Optimize resource planning with forecast updates to tackle unexpected changes in contact volume. The forecasts adapt based on volume history with regular intervals as frequent as every 30 minutes, enhancing intraday accuracy and mitigating the impacts of demand fluctuations. Please consult this Knowledge Base article for more information. 
  • Extend Adherence Team Schedule History view: Viewing of historical adherence from the “Team Schedule” page has been increased from the previous 72 hours to 30 Days of History.

 

 

October 12, 2023

On Thursday, October 12th, 2023, Talkdesk® is releasing a new version of Workforce Management. This release includes the following features and fixes:

New:

  • Default Timeseries Report: The Default Timeseries Report provides a historical view of call volume, agent availability, and other key metrics over time. This information can be used to identify trends, forecast future demand, and optimize staffing levels.
    • Improved forecasting: Forecast future call volume, which can help optimize staffing levels and ensure that enough agents are available to handle calls.
    • Reduced wait times: By understanding historical call volume patterns, you can identify times when call volume is likely to be high and take steps to reduce wait times, such as adding more agents or opening additional call queues.
    • Improved customer satisfaction: By providing a better customer experience, you can promote customer satisfaction and loyalty.

 

Fixes:

  • Recurring meetings: Fixed a bug that was preventing users from changing recurring meetings that included deleted or deactivated agents.

 

 

August 24, 2023

On Thursday, August 24th, 2023, Talkdesk® is releasing a new version of Workforce Management.

This release includes the following features and enhancements:

 

New:

  • Intraday Reforecasting Preview: Optimize resource planning with forecast updates to tackle unexpected changes in contact volume. The forecasts adapt based on volume history with regular intervals as frequent as every 30 minutes, enhancing intraday accuracy and mitigating the impacts of demand fluctuations. Please consult this Knowledge Base article for more information.

Enhancements:

  • Multi-Team Select on Filters: This new capability allows the user to easily select multiple teams on the Team Schedule’s filters and view the schedules for the teams that the user works with.

 

 

May 18, 2023

On Thursday, May 18th, 2023, Talkdesk® is releasing a new version of Workforce Management. 

 

This release includes the following features, enhancements, and fixes:

 

New:

  • Set queues as inactive: This feature allows admins to set specific queues as “Inactive”, so that no agents are scheduled to work on those queues. When a queue is set as “Inactive”, all related processes are disabled: 
          • Auto-import from history.
          • Forecasting.
          • Scheduling.
          • Staffing.

For more information, please check our Knowledge Base.

  • Approved time-off sync with HR systems: This feature simplifies the synchronization of approved time-offs across Talkdesk’s WFM service and HR systems, ensuring that employee time-off requests are automatically and accurately reflected in the HR system without the need for manual data entry. This is a solution that uses Talkdesk Custom Integrations to relay time-off data triggered by the creation, editing, or deletion of time-off periods in the Talkdesk WFM app.

 

Enhancements:

  • Choose multiple agents on event creation: It is now possible to select multiple agents on event creation and view the associated teams for each agent.
  • Support for HTML links on Event description: During the event creation process on the “Team Schedule” page, users can now add HTML links to the description and click on them when viewing the event details. For now, only the “Team Schedule” page supports these links.
  • Choose all queues for all filters: It is now possible to select all queues in all filters across WFM.

 

Fixes:

  • Fixed an issue that prevented saving manual forecasts equal to the automatic forecasts, in some cases.
  • Fixed an issue that was incorrectly displaying the calendars for users in Mexico timezone.

 

 

March 23, 2023

On Thursday, March 23rd, 2023, Talkdesk® is releasing a new version of Workforce Management. 

This release includes the following feature and fixes:

 

New:

  • Time zone selection on Team Schedule

Resource planners who oversee teams in multiple regions need to access the local times of agents and teams. “Team Schedule” now includes time zone selection, enabling planners to toggle between displayed times, improving decision-making and efficiency in the planning process.

 

Fixes:

  • Fixed an issue that was causing events that weren’t locked, but they appeared as locked and as edited by the user that was viewing them.
  • Fixed an issue that was causing the display of the automated forecast instead of the edited one on the “Insights” page.
  • Fixed an issue that was preventing the date picker on “Team Schedule” from updating the date correctly after clicking on a date in the weekly view.
  • Fixed an issue that was causing the details of a selected request to disappear on “Team Requests”, when clearing the filters.
  • Fixed an issue that was preventing the deletion of event types in the configuration.

 

 

February 1, 2023

On Wednesday, February 1st, 2023, Talkdesk® is releasing a new version of Workforce Management. 

This release features the following enhancement and fix:

 

Enhancement:

  • Talkdesk Digital Engagement data in WFM

With the integration of Talkdesk Digital Engagement™ (DCE) into Talkdesk Workforce Management™ (WFM), configured queues can now have historical data automatically added. Each queue is named by combining the ring group and channel names. All historical data will be imported once the Queue is configured, and live metrics will be collected every 15 minutes. Check the knowledge base article for more information.

 

Fix:

  • Resolved an issue where the forecast value was inaccurately displayed under certain conditions.

 

 

January 9, 2023

On Monday, January 9th, 2023, Talkdesk® is releasing a new version of Workforce Management. 

 

This release features the following enhancements and bug fixes:

 

Enhancements:

  • Improved workflow for approving/denying requests: Approving or denying a request is now done using simple buttons, instead of choosing one of two options (approve/deny with/without comment). Clicking on either the “Approve” or “Deny” button will open a dialog box for optionally adding a comment.
  • Accent insensitive search in Team Requests’ filters: Filtering for Agents in Team Requests is now accent insensitive to facilitate finding the desired Agent.
  • Improved warning message when saving event types: The warning message displayed when saving event types has been improved to ensure the user is aware of the impacts of the change.

 

Fixes:

  • Improved shift sorting: Now sorting on the Team Schedule takes into account whether an agent has multiple shifts on a single day, by displaying shifts in a single row when sorting by shift start and/or shift end time.
  • Improved shift length management: Now users receive a friendly message when trying to manually create shifts longer than 23 hours on the Team Schedule.

 

 

November 23, 2022

On Wednesday, November 23rd, 2022, Talkdesk® is releasing a new version of Workforce Management.

 

The release features the following features, enhancements and fixes:



New:

  • Call-out sick requests: Agents can now notify their supervisors that they are sick and can't attend one or more shifts. This enables supervisors and resource planners to quickly review changes, approve requests, evaluate staffing, and adjust schedules.
    • To call out sick, agents must submit a request from the Your Schedule page, for today or tomorrow (full or partial day). 
    • In case of a full day call-out, agents can indicate the estimated number of sick days (available options will depend on the configurations). The request is then subject to approval from a supervisor. Once approved, the agent’s schedule is automatically updated.

 

  • Schedule change notifications: Agents will be informed of changes to today’s and tomorrow’s schedule in the Notification Center. These notifications will keep agents up to date on schedule adjustments while removing the need for supervisors and resource planners to contact agents about schedule changes. App notifications on change of days will be made at 15-minute intervals

 

Enhancements:

  • Improved Staffing Calculation: Calculations were improved to now update the displayed predicted staffing.
  • Forecast Tooltips: New tooltips provide additional information for acronyms and abbreviations used in table column headers.
  • Special Days Radius Improvement: The system is now more flexible when considering days around a special day for improved forecasts.
  • Drill to Agent Configurations from Team Schedule: Now, agent names on the Team Schedule can be clicked to access that agent’s configurations

 

Fixes:

  • Error message when creating/editing/deleting events: A user-friendly message will now be displayed when managing events, while the schedule run is taking place. 
  • Admin-configured Queues not Updating: Queues configured in “Admin” were not being updated in WFM configurations after uninstalling and reinstalling WFM.

 

New Public Documentation:

 

 

September 28, 2022

On Wednesday, September 28th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

 

Enhancements:

  • Requests’ Status on Talkdesk Schedule:

image1.png

  • Agents can now use the Talkdesk Schedule application, both on iOS and Android, to check the status of their requests.

 

Fixes:

  • Fixed a bug that, in some circumstances, considered removed Queues when selecting All Queues.
  • Fixed a bug that, in some circumstances, generated a null Average Handle Time (AHT) on the Forecast page.

 

August 24, 2022

On Wednesday, August 24th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

 

The release features the following enhancement and fixes:

 

Enhancement:

  • Forecast Editing: 

image2.png

Now, on edited intervals or edited days, automated forecasts are displayed alongside the edited value of the forecasted ones. A manually edited forecast is not updated by the system, however, Resource Planners can still check the automated forecast for that particular interval or day. 

 

Fixes:

  • “Adherence” Report: The date and hour in the adherence report can now be displayed in the account timezone or any other specific timezone selected in the filters.

 

July 19, 2022

On Tuesday, July 19th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

 

The release features the following enhancement and fixes:

 

Enhancement:

  • Visibility of past schedule changes: Schedule changes in the past will now be reflected in adherence reporting. 

 

Fixes:

  • Fixed a bug where the Agent didn’t appear on Agent Requests filters, in some circumstances.
  • Fixed an issue that presented unexpected results when filtering by day on Requests.

 

May 30, 2022

On Monday, May 30th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

This release features the following enhancements:

 

Enhancements:

  • Change Event Type: It is now possible to change “Event Type” in Agent Request.

On the “Request” page, click on one request and select the “Event Type” dropdown below. The “Agent Request” page will also display that the “Event Type” has changed.

  • Queue Forecast Quality: Improved forecast quality for queues with big variations of volume during the same day.

 

May 4, 2022

On Wednesday, May 4th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

This release features the following enhancements and fixes:

 

Enhancements:

  • Access to All Meetings: Agents now have immediate access on “Your schedule” to all meetings created inside the release window.
  • Access to Recurring Meetings: Agents now have immediate access on “Your schedule” to all recurring meetings. 
  • Access to Time-off: Agents now have immediate access on “Your schedule” to all approved time-off.

 

Fixes:

  • Enhanced security and "Personally Identifiable Information" (PII) security.

 

April 13, 2022

On Wednesday, April 13th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

This release features the following fixes and enhancements:

 

Enhancements:

  • Forecast editing: It is now possible to edit forecasts at a 15-minute interval. To edit them, go to the Forecast page, choose “Day view”, and select 15 min to edit AHT and CVO.
  • Sort schedules by start time: It is now possible to sort Agents' schedules by start time on the Team Schedule page. To do so, click on Sort options and select Shift start time.
  • The date and hours displayed on the Scheduling Issues page now follow the format of the chosen language: EN (US).

 

Fixes:

This WFM release also includes the following fix:

  • Fixed a bug in the extra hours/overtime requests, where the timezone was not being respected after being approved and added to the schedule of Agents.

 

March 30, 2022

On Wednesday, March 30th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

 

This release features the following enhancements:

Enhancements:

  • Partial day time-off: Agents can perform time-off requests with a minimum duration of 1 hour and configurable to the minute. This gives time off requests more flexibility, as it more accurately represents the reality of most contact centers.
  • Contextual Insights for Time off requests: Resource Planners can make an informed decision while approving time off requests thanks to the contextual information displayed on the request. Viewing the number of people who belong to the same queues and are off, as well as the metrics of these queues, allows for better decision-making. This lowers the cost and impact of time off periods within contact centers.
  • It is now possible to select the time zone on “Time Series” and “Schedule Reports”.
  • The team name and the display name of “Agent Status” on the “WFM Schedule Adherence” dataset and the “WFM Schedule Adherence” default report, now reflect the corresponding information captured during the period of the respective adherence record.

 

March 2, 2022

On Wednesday, March 2nd, 2022, Talkdesk® is releasing a new version of Workforce Management. 

 

The release features the following enhancements and fixes:

Enhancements:

  • New WFM dedicated permissions: WFM now provides specific role permissions to enhance usability with better security for users. There are four different permissions:
    • Configurations.
    • Forecast.
    • Team Schedule
    • Your Schedule. 

No action is required from you, as the previous role permissions were automatically upgraded to the new ones. Check our Knowledge Base article to know more. 

  • Schedule adherence dataset*: Resource Planners can create a customized Schedule Adherence report and dashboard according to specific business needs. The fields and metrics available on the WFM Schedule Adherence dataset can now be chosen. This will reveal insights on how Agents are adhering to/respecting their schedules. 

The details of this dataset can be found here. Below, you can see an example of a dashboard built via the Adherence dataset.

  • Default schedule adherence report*: Resource Planners can run this default report with predefined fields to quickly understand how Agents are adhering to schedules. It is also possible to access this data via API, so adherence data can be used by 3rd party systems.
  • Second Agent agreement on shift trade requests: An Agent that is being asked to trade a shift with another Agent will receive a notification, and can now consent to the switch.
  • Flag Scheduling Issues Page: Resource Planners and Admin users can view the errors that occurred on the last successful optimization made to agents’ schedules. This new page is accessible via the Team Schedule page only when scheduling errors are detected (link displayed below the page title, indicating the number of errors).
  • Monthly view on Talkdesk Schedule: Between March 2nd and March 4th, the WFM mobile app will have a new calendar view: the monthly view. This new option provides Agents with an overview of what their workload will be for each month.

 

*Notes:

  • Adherence data is being recorded since December 16th, 2021. 
  • Historical data is currently kept for a maximum of 3 months, which will be extended soon.
  • Dates and hours in the report appear in UTC. 
  • If scheduling data is updated/deleted in the past, this will not be reflected in the report for now.

 

Fixes:

This WFM release also includes the following fixes:

  • Fixed a bug where the wrong date for a holiday could be selected under certain circumstances.

 

February 1, 2022

On Tuesday, February 1st, 2022, Talkdesk® is releasing a new version of Workforce Management. 

Fixes:

This release includes the following fixes:

  • Fixed a bug that caused Forecasts not to be generated.
  • Fixed accessibility issues on the “Configurations” and “Team Schedule” pages.

 

January 19, 2022

On Wednesday, January 19th, 2022, Talkdesk® is releasing a new version of Workforce Management. 

Fixes:

This release includes the following fixes:

  • Fixed a bug that caused the history upload to occasionally fail.
  • Fixed accessibility issues on the “Configurations” and “Forecast” pages.
  • Fixed a bug where moving between days in rapid succession could time out the “Forecast” page.

 

December 29, 2021

On Wednesday, December 29th, 2021, Talkdesk® is releasing a new version of Workforce Management. 

Enhancements:

  • Scheduling: It is now possible to create schedules for anyone with configured scheduling rules, as WFM no longer requires validation that they are assigned to a WFM-configured queue. If the schedules are not assigned to a queue, they will not impact the simulated statistics. Supervisors, Managers, Resource Planners, or new hires can now all be scheduled without having to add a queue to them.

Fixes:

This WFM release also includes the following fix:

  • Fixed a bug regarding the creation of custom break rules. When all the breaks only had one possible start time and there were more than four break events in the rule, this could sometimes result in failure to schedule one of the break events.

 

December 20, 2021

On Monday, December 20th, 2021, Talkdesk® is releasing versions 1.63 and 1.64 of Workforce Management.

 

New:

The following feature will be released to the Forecast page:

  • File date format: In the “Import Historical data” upload, it is now possible to select the date format [1] for the CSV file being uploaded. To perform the upload, go to the ”Forecast” page and click on “Import History”.
    • yyyy-MM-dd,
    • yyyyMMdd,
    • MM/dd/yyyy,
    • MM/dd/yy,
    • dd/MM/yyyy
    • The available date formats are:

Fixes:

This WFM release also includes the following fixes:

  • Fixed a bug that resulted in the team schedule not being shown, in certain circumstances.
  • Fixed a bug where, sometimes, the agent schedule was different from the team schedule.

 

November 17, 2021

On Wednesday, November 17th, 2021, Talkdesk® is releasing version 1.62 of Workforce Management.

New:

The following feature will be released to Talkdesk Schedule, the mobile app of WFM, and a new version of the app will be made available on Google Play and Apple stores:

  • Weekly view: The calendar weekly view gives agents an overview of what their workload will be for each scheduled week. This allows agents to have:
    • A clear vision of the different start and end times for each day of the week. 
    • A better view of how their breaks are spread out each week.
    • A better way to compare the weight of their schedules for an entire week and between weeks.

 

November 3, 2021

On Wednesday, November 3rd, 2021, Talkdesk® is releasing version 1.61 of Workforce Management.

 

New:

The following new feature will be released:

To access this option, navigate to Reporting [1] > Explore [2]. Click on Create [3] and then choose Report [4].

Select the WFM Timeseries Report dataset. From there, you can create a report, save it and then export it as a CSV file. To know more about each field, please follow this link.

 

Fixes:

This WFM release also includes the following fixes:

  • Fixed a bug where sometimes no forecast data was displayed.
  • Fixed a bug where sometimes the forecast could be higher than expected.

 

October 11, 2021

On Monday, October 11th, 2021, Talkdesk® is releasing version 1.60 of Workforce Management.

New:

  • Talkdesk Schedule™: It allows agents to have their Talkdesk WFM Schedules in their pocket. A native app designed for smartphones and tablet devices, Talkdesk Schedule offers an efficient way for agents to view their schedules from anywhere, at any time. The app provides a flexible way to view working hours and up-to-date information about events and changes that might impact work schedules. 

This new app is now available for all customers on the Google Play and Apple stores. To know more about Talkdesk Schedule, please see our documentation. 

Note: The app is under the following categories:

  • Apple Store - “Business” and "Productivity".
  • Google Play Store - “Business”.

Enhancements:

  • The option of deleting an event type on the “Event Types” page is now available again.
  • On the “Team Schedule” page, it is now possible to check the details of each event: when they were created, by whom, and last updated. 
    • It is also possible to know if an event is considered locked or unlocked. A locked event is an event that will not be optimized/overwritten by the algorithm of WFM. These are:
        • Events manually created.
        • Events manually edited (even if automatically created by WFM).
        • Two shifts (one automatically generated, the other manually added) scheduled for the same agent on the same day. In this case, the automatically generated shift becomes locked.
        • Locked shifts. These result from its blocks and/or breaks being manually edited by a user, and therefore becoming locked.
  • The publishing of meetings has been enhanced:
      • Recurring meetings are immediately published.
      • Non-recurring meetings follow the release window of the account and are only published according to this configuration.

 

Fixes:

This WFM release also includes the following fixes:

  • Fixed a bug where, if all queues were selected, an error would occur and no agents could be viewed on “Configurations > Agents”.
  • Fixed a bug where enabling consistent start time prevented optimal schedules from being considered.

 

September 20, 2021

On Tuesday, September 21st, 2021, Talkdesk® is releasing versions 1.58 and 1.59 of Workforce Management.

New:

  • From now on, when filtering queues on the “Queue” and “Team Schedule” pages, agents will also be filtered, presenting only agents that belong to the selected queues.

Fixes and Enhancements:

  • Fixed an issue where having agents with two or more shifts resulted in one of the assigned shifts occasionally being treated as invalid.
  • Fixed an issue where, in certain circumstances, the agent schedule on the “Team Schedule” page was different from the one in “Your Schedule”.
  • The default number of agents on the Team Schedule page is now 25. Whenever the user changes the number of agents on this page, the last choice is saved. When the agent returns to this page (during the session), the last choice is the one displayed.

 

September 1, 2021

On Wednesday, September 1st, 2021, Talkdesk® is releasing version 1.57 of Workforce Management.

Fixes:

This WFM release includes the following fixes:

  • Partially fixed the publishing process of recurring meetings, so that they are correctly displayed to their attendees on the “Your Schedule” page. Now, all meetings created (either recurring or non-recurring) will be immediately published/released to their attendees.

          Notes:

      • This fix does not correct meetings created in the past (and which have occurrences in the present/future). As a temporary workaround for this issue, we suggest eliminating existing meetings and recreating them.
      • We will communicate when non-recurring meetings will be published, according to the release schedule window configuration of each account. 
  • Fixed an issue where it was not possible to move to the next configuration step of the intent reclassification feature. This occurred when the Resource Planner reclassified the intent of a request from "Other" to "Shift Trade".

Enhancements:

  • It is now possible to search by all queues. This feature is accessible by going to “Configurations” >“Queues” and using the search box[1]. The list of queues will be ordered alphabetically, and a page count will also be displayed in the bottom left corner of the screen.

 

August 13, 2021

On Friday, August 13th, 2021, Talkdesk® is releasing an update of version 1.56 of Workforce Management.

New:

To access this option, navigate to Reporting[1] > Explore[2]. Click on Create[3] and then choose Report [4].

Select the WFM Schedules[5] option. From there you can create a report, save it and then export it in a CSV file. To know more about each field, please follow this link.

 

Fixes:

  • Fixed a bug that caused the historical data not to be updated in some circumstances.

 

July 28, 2021

On Wednesday, July 28th, 2021, Talkdesk® is releasing versions 1.55 and 1.56 of Workforce Management.

New

The following feature will be released:

  • Shift trade requests: Agents can now trade a complete day of work for another, or trade a day off with a day of work. They only need to use one of the following keywords on the request chatbot to trigger this type of request:
    • Trade.
    • Swap. 
    • Switch. 
    • Give away. 
    • Pick up.

WFM then requests the indication of which agent will take the Requestor's work and the days that will be swapped. The request is then subject to approval from the Resource Planner. Once it is approved, the schedules of both agents are automatically updated.

Please consider the following validations, which affect the swap dates when this request is placed. These determine which dates are enabled on the date pickers:

  1. Minimum value: The day after the request is placed.
  2. Maximum value: End of current release duration window (the Release Offset and start day of the week configurations need to be taken into account to understand what the release duration window is).

Enhancements

  • WFM will automatically ensure break spacing to prevent breaks from being scheduled to close together.
  • The wording on the shift templates side panel on the Shift Templates page has been improved to be more user-friendly.

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug where the user could set patience as “0 seconds”.
  • Fixed a bug where minimum staffing was being ignored, if there was no forecasted workload for a given day.
  • Fixed an issue on the “Team Schedule” page, in which the “Searching by Agent Name” feature would not work the first time a search was executed.

Note: The “Delete Event Types” feature has been temporarily hidden, while we work on a fix to an existing issue. We expect to revert the issue soon.

 

June 30, 2021

On Wednesday, June 30th, 2021, Talkdesk® is releasing version 1.54 of Workforce Management.

 

Enhancements

  • Team Schedule: WFM will automatically ensure break spacing to prevent breaks from being scheduled too close together.

Fixes

This WFM release also includes the following fixes:

  • Fixed an issue where the filtered queues were not displayed on the bar of active filters on the weekly view of the “Team Schedule” page.
  • Fixed an issue requiring break rules to be configured for shift spans that were 1 minute longer than required.

 

June 17, 2021

On Thursday, June 17th, 2021, Talkdesk® is releasing version 1.53 of Workforce Management. 

 

New

The following feature will be added to the Your Requests page:

  • Reclassify Request Intent: From now on, WFM automatically identifies the intent behind the requests placed by agents. Whenever WFM cannot identify the intent behind a request, “Other” is attributed to it. The Resource Planner can now change the “Other” intent to the below intent types, by clicking on “Edit request”:
    • Start of schedule adjustment.
    • Meetings.
    • Shift trade.

When changing the intent of a request, the required information for the specific intent is requested from the Resource Planner. 

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug where the adherence toggle was enabled for more than two days in the past. This happened due to adherence historical data not being yet available beyond these days, on the “Team Schedule” page.
  • Fixed a bug where, in some cases, agent statuses on the adherence details pop-up of an out-of-adherence interval, appeared as deleted.
  • Fixed an issue where no schedules were created, if an agent had to work less than the minimum working days configured for them.
  • Fixed an occasional issue where all breaks were being scheduled for the same time, for the same queue.

 

May 26, 2021

On Wednesday, May 26th, 2021, we are releasing version 1.52 of Talkdesk Workforce Management™.

Fixes

This release includes the following fixes:

  • Fixed a bug where events would disappear from “Your Schedule” after clicking on the Today button.
  • Fixed a bug where an error notification would appear on the “Team Schedule” page when the user tried to move a break that occurred at the same time of a meeting.
  • Fixed a bug where the recurring meeting options pop-up would be displayed on the “Team Schedule” page, when a break was moved on top of a recurring meeting.
  • Fixed a bug where the selected date was not being persisted on the “Team Schedule” when the page was refreshed.
  • Fixed a bug in which, after selecting the 4 or 12-hour zoom level, the calendar of the “Team Schedule” page was not centered considering the current time.
  • Fixed a bug in the daily view of the “Team Schedule” page in which the hours of the calendar were not displayed in the correct format (12 hours).
  • Fixed a bug where it was not possible to remove the selected team from the Filters side panel of the “Team Schedule” page.
  • Fixed a bug where the Filters side panel of the “Team Schedule” page was not being displayed appropriately, when queues with long names were selected.

 

May 12, 2021

On Wednesday, May 12th, 2021, Talkdesk® is releasing version 1.51 of Workforce Management. 

 

New

The following feature will be released to the Team Schedule page:

  • Drag & drop recurring meetings: It is now possible to drag and drop individual occurrences of recurring meetings. When an occurrence is moved, you will be asked if only that occurrence should be affected by the change or if this occurrence and the next ones will be affected.

 

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug where an error would appear when dragging one break or block (belonging to the same agent) from one shift to another.
  • Fixed a bug where some occurrences of recurring meetings were not being displayed correctly in certain time zones.
  • Fixed a bug where the first filter selected on the “Team Requests” page would be removed when a second filter was applied.
  • Fixed a bug where the side panel of the “Add Event” feature would open automatically when accessing the “Team Schedule” page.

 

April 28, 2021

On Wednesday, April 28th, 2021, Talkdesk® is releasing version 1.50 of Workforce Management. 

 

New

The following feature will be released to the Queues page within Configurations:

  • Minimum staffing: From now on, it will be available an option to define, by queue, the minimum number of agents to be scheduled, ensuring that it's possible to have always someone available to handle customers.

 

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug that could crash the "Team Schedule" page when the ring group scoping was active.
  • Fixed a bug that was not allowing some users to edit to the event type after creating it.
  • Fixed a bug where, after making changes to a recurring meeting, exceptions were not being created to represent these changes.
  • Fixed a bug that caused the "Team Schedule" page to freeze in certain circumstances.

 

April 14, 2021

On Wednesday, April 14th, 2021, Talkdesk® is releasing version 1.49 of Workforce Management. 

 

New

The following features will be released:

  • Team Schedule: When saving recurring meetings, date conflicts (if any) will be displayed so that they can be resolved during the meeting creation/edition. The details of the conflicts can be viewed per agent, by clicking on the exclamation mark that will appear next to the user if there is a conflict.
  • Your Schedule: To allow consistency within the different Talkdesk applications, My Schedule is now named Your Schedule. As a result, the "Request list" page accessible via Your Schedule is now named "Your Requests", and the "Request list" page accessible via Team Schedule is now named "Team Requests".

 

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug where the best forecast was not being considered.

 

March 31, 2021

On Wednesday, March 31st, 2021, Talkdesk® is releasing version 1.48 of Workforce Management. 

 

New

The following features will be released.

  • Ring Group Scoping: 

Note:  Please review the permissions of the "Supervisor" or "Resource Planner" roles and disable/enable the Ring Group scope as needed, as per the guidelines below.

Starting on March 31st, 2021, "Resource Planner" and "Supervisor" roles can be configured so that the users with these roles can only access information relevant to the Workforce Management queues/ring groups that they manage. If this scope is activated, users with these roles will see only the "Forecast" for the queues they are assigned to, the "Team Schedule" page will display only users from queues assigned to them, and the "Insights" page will only show data from the assigned queues. Requests from Agents will also be scoped.

To enable this feature, go to Admin > Roles, select the Supervisor or Resource Planner role, go to the "Explore" tab and, under "Scope", select Ring Group.

  • Intraday Schedule Adherence Scoping:  Starting on March 31st, 2021, "Resource Planner" and "Supervisor" roles can track whether agents are following or not the schedule that they were given in WFM.

Note: WFM can only start calculating schedule adherence once an Administrator has mapped each event type to the respective agent status(es) in Configurations > Event types. This is essential to understand if an agent is out of adherence or not, as it allows WFM to compare the expected agent status with the actual agent status.

 

To enable the "Intraday adherence" feature, switch the toggle at the top of the "Team Schedule" page. This allows "Resource Planners" and "Supervisors" to see adherence of all agents with schedules for the current day and also for the last 48 hours of adherence.

Adherence data is being refreshed frequently (the longest expected refresh rate is every 10 minutes). This is made clear by a timeline marker that represents the current time and another marker that represents when the adherence data was last updated. Adherence data is visible on all zoom levels, except on the weekly view.

Besides being able to see the total time out of adherence for each agent for the selected day, it is also possible to see more details (shown below) regarding the moments where an agent is out of adherence (represented by the dark purple bar).

 

Other New Features

The following features will be released to the Team Schedule page:

  • Recurring meetings: When creating a new meeting, the user can now define the recurrence rule. Available frequencies are daily, weekly, every day of the week, monthly, and custom. It is also possible to define until when should the recurring meeting last. The maximum duration is 2 years after the start date of the event.
  • Drag & drop: Entire shifts, blocks and breaks, meetings and time offs can be easily moved to another moment in time by dragging the event to the right place on the “Team Schedule” page on the different zoom levels/views. The user can drag and drop events within the same agent schedule or between agents for quick adjustments.

Note: It is not yet possible to drag and drop recurring meetings or to drag events while the adherence functionality is enabled.

 

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug where the attendees of a meeting were being removed when the user tries to update a meeting to delete one or more attendees from the list.
  • Fixed a bug where the schedules of agents were not being updated when a Resource Planner made changes in their calendars.

 

March 17, 2021

On Wednesday, March 17th, 2021, Talkdesk® is releasing version 1.47 of Workforce Management. 

 

Enhancements

A number of enhancements are being released, including enhancements made to the Insights page:

  • If a metric doesn't have any data available for the time interval displayed on the charts, that metric will not be included in the legend of the respective chart.
  • Metrics are now displayed alphabetically in the drop-downs that allow you to define the axis of a chart.

Fixes

This WFM release also includes the following fixes:

  • Fixed a bug that was causing the metrics of shifts starting before the week start day of the first schedule week to be displayed incorrectly on the “Team Schedule” page.
  • Fixed a bug in which schedules were not being generated if the account’s business hours were not configured and there were teams set to follow these business hours.  

 

February 18, 2021

On Thursday, February 18th, 2021, Talkdesk® is releasing version 1.45 of Workforce Management. 

 

New

  • WFM now supports French Canadian (fr-CA). This language can now be selected as the preferred language from the app's options.
  • The following feature will be made available on the Team Schedule page:
    • "Service Levels" and "Predicted Staffing" now have colors to represent deviations from normal values.

 

Enhancements

Other enhancements to WFM are being released, including the following:

  • We updated the localized date and time format so that it matches the locale, based on the option selected on the app's language selector.
  • Manual changes to a schedule will no longer be overridden by the nightly scheduling run.

 

Fixes

This WFM release also includes the following fix:

  • Fixed a bug where, in some cases, the chosen date was not displayed on the "Team Schedule" page.

 

March 3, 2021

On Wednesday, March 3rd, 2021, Talkdesk® is releasing version 1.46 of Workforce Management. 

 

Enhancements

A number of enhancements are being released, including the following enhancements made to the My Schedule page:

  • When creating a time off request, via the requests side panel, the current day is now highlighted when picking up a date.        
  • On the monthly view, each event type will now display its respective color.

 

February 3, 2021

On Wednesday, February 3rd, 2021, Talkdesk® is releasing version 1.44 of Workforce Management. 

 

New

The following features will be made available on the Team Schedule page:

  • The overstaffing/understaffing metric is now displayed next to the “Predicted staffing” metric. Note: Due to unforeseen circumstances, the release of this feature has been postponed and will be included in the next version of WFM.
  • On the 4-hour zoom level, all metrics are now displayed for each 15-minute interval.

The following features will be made available on the Request List page:

  • Upon approving extra hours requests, the approved requests will now be placed on the agent's schedule.

Additionally, we are releasing the Talkdesk's notification center for WFM, so that agents are informed if a request has been approved or denied, even when they are not in WFM.

 

Enhancements

Other enhancements to WFM are being released, including the following:

  • Require automatic selection of a new forecasting model when new history is imported or special days configurations are changed.
  • Improved the speed of updating forecasts in cases when most of the forecast data has not changed.

 

Fixes

This WFM release also includes some bug fixes, such as:

  • Fixed a bug that, in some circumstances, was returning an error in the "Forecast" page.
  • Fixed a bug that was causing the forecast to return "null" in some cases.
  • The name of the agent who initiated the request will now appear in the toast message, when approving a request.

 

January 20, 2021

On Wednesday, January 20th, 2021, Talkdesk® is releasing version 1.43 of Workforce Management. 

 

New

The following features will be made available on the Team Schedule page:

  • New zoom levels of 4 and 12 hours that you can apply to adjust the view.
  • The new zoom levels of 4 and 12 hours also include the Predicted Service Level percentage and Predicted Staffing metrics.
  • A "current time marker" was also added to enhance your experience on this page.

The following feature will be made available on the Forecast page:

  • A feedback message is now displayed to inform you about the status of the history file import when it:
      • is being uploaded;
      • is being processed;
      • failed to be imported;
      • was successfully imported.

The following feature will be made available on the Request List page:

  • In order to enhance the approval process, the schedule of the agent that made a request is now displayed for the day the request was made, as well as the requested extra hours slot.

 

Enhancements

Other enhancements to WFM are being released, including the following:

  • The manual creation, edition, and deletion of blocks within shifts is now possible, on the "Team Schedule" page. The blocks that are created, edited, and deleted, today or tomorrow, will be immediately released to the agents’ schedules.
  • We fixed an issue that was causing the display of a duplicated day on the table to edit forecasts, of the "Forecast" page, when there was a change from Daylight Saving Time to Winter Time.

 

January 6, 2021

On Wednesday, January 6th, 2021, Talkdesk® is releasing version 1.42 of Workforce Management. 

 

New

The following features are now available:

  • Ability to edit “Out of the Box” event types.
  • The summary of each request on the “Team Requests” and “My Requests” pages now includes event type, request status, and “last updated by” information.

Enhancements

Other enhancements to WFM are being released, including the following:

  • “Extra Hours” requests can now display additional information and allow comments.
  • Fixed a bug that was preventing the start time of schedules, on the “Team Schedule” page, from being displayed to customers in certain US time zones.
  • Fixed a bug that could cause short-staffing around and during breaks when multiple agents were being scheduled simultaneously.
  • Fixed a bug related to the character count on requests.

 

December 14, 2020

On Monday, December 14th, 2020, Talkdesk® is releasing versions 1.4 and 1.41 of Workforce Management™.


New

The following features are now available:

  • WFM now tries to determine what Time Off event type is being requested and preselect it for agent confirmation.
  • You can now duplicate a break rule.
  • Resource planners can view, and approve/deny extra hours requests on the Team Requests page.
  • When viewing a confirmation of an extra hour request, the dates and hours of each request are displayed during this step to guarantee that they are correct.
  • Resource Planners can easily preview the status and key contents of a request. A summary of each request is displayed on the Team Requests page.
  • Users can easily preview the status and key contents of a request. A summary of each request is displayed on the My Requests page.
  • A chip is displayed with a counter of the number of characters tipped in the text area of a new request being written.
  • Enter a comment when approving or denying requests, in order to provide context of the decision.


Enhancements 

Other enhancements to WFM are being released, including the following:

  • A validation is displayed, alerting if a break rule (some or all of its break options) will not be scheduled.
  • Improvements to breaks being scheduled when mixing 8-hour, and 10-hour schedules.
  • Meeting editing improvements.
  • Other minor bug fixes.

 

November 12, 2020

On November 12th, 2020, we are releasing version 1.39 of Talkdesk® Workforce Management™ which includes bug fixes and performance enhancements, as well as the following new feature:

  • Advanced filtering options on the Team Schedule page.

 

October 30, 2020

On Friday, October 30th, 2020, we will release Talkdesk® Workforce Management™ (WFM).

WFM is an application that uses existing data from a contact center, to forecast what will occur in the future, helping you to optimize staffing, create schedules, and predict and project key contact center performance metrics. WFM integrates with your cloud contact center to automatically import and synchronize your data.

Talkdesk’s iQ’s artificial intelligence provides omnichannel forecasting, anticipating intraday surges, slack and shrinkage, in real time to help make better staffing decisions. It also provides a skill-based scheduling assistant and timely data-driven insights allowing you to have the right team in place to satisfy customer demand.

What's Included

The app’s dashboard consists of four main areas:

  • Forecast
    Allowing you to import history from your cloud contact center and visualize a forecast.
  • Team Schedule
    Where all your team’s working schedules are displayed.
  • Insights
    Where Supervisors and Resource Planners can keep an eye on the contact center’s KPIs.
  • My Schedule
    Allowing you to view your personal schedule and request changes.

Other WFM key features include:

  • Forecast the expected workload for each queue.
  • Calculate staffing required to handle that workload within desired response times.
  • Create schedules to meet the requirements.
  • Manage requested changes and exceptions on the schedules.
  • Monitor intraday results and respond to deviations.
  • Review outcomes.

How to Install WFM

This product requires additional licensing. Enablement and setup are conducted by Talkdesk.

 

September 22, 2021 - Talkdesk Schedule

On Wednesday, September 22nd, 2021, we will be releasing the Talkdesk Schedule™ mobile app for Android. 

Talkdesk Schedule app provides agents with useful 24/7 on-the-go access to their scheduled shifts. In this initial version, agents will be able to check a daily view of their schedules, by accessing the app.

Further features and enhancements will be added and announced in the near future. The Talkdesk Schedule mobile app will be available on Google Play.

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