Product Notice: User Management Experience Update & Agents Tab Deprecation

Update: The rollout of the new Users tab was completed on January 5, 2024. Since this day, all customers have access to both the new Users tab and the Agents tab. As outlined below, we planned to deprecate the Agents tab on March 14, 2024. However, after careful consideration, we have decided to postpone this change to ensure we can deliver an exceptional experience for our customers, ensuring a smoother upgrade from the Agents tab to the Users tab. Customers will continue to have access to both the Agents and the Users tab until a new timeline for the deprecation of the Agents tab is announced.

 

In December, Talkdesk started to progressively launch the new Users tab within the Talkdesk Workspace Admin interface for an improved user provisioning and management experience. The roll out of this tab will be completed for all customers on January 5, 2024.

Users tab is an enhancement of the Agents tab, offering all the same functionalities but with improved efficiency. Creating or editing users, managing in bulk and adjusting settings such as ring groups and call preferences have been streamlined to a few clicks. 

Please note, the Agents tab will remain accessible until March 14, 2024, after which it will be deprecated from Talkdesk Workspace and Talkdesk Classic.

 

What is changing?

  • The new Users tab will offer a refreshed look and experience yet with all the same functionalities as the Agents tab:
    • Bulk create/update and delete users via CSV file
    • Create users 
    • View a list of users
    • Filter users by Name, Email, Activation Status, Role and Ring group 
    • Delete users
    • View the assigned external ID 
  • In addition, administrators will have the capability to modify user email addresses and view the designated user's team - not previously available through the Agents tab. 
  • Managing user’s information will be simpler with a dedicated “Profile” tab for the identification and profile details of users, and a dedicated “Classic Settings” tab for settings related to Contact Center management.

Why is this change being made?

  • The upgraded experience with the Users tab allows customers to manage users individually or in bulk. 
  • The Users tab facilitates the introduction and rollout of new user settings by Talkdesk products in Workspace.

Timeline

  • December 1, 2023: progressive roll out of the Users tab. All functionalities will remain available in the Agents tab.
  • January 5, 2024: all customers will have access to the new Users tab. All functionalities will remain available in the Agents tab.
  • March 14, 2024: Agents tab will be deprecated.

 

No Action Required

  • The changes will be rolled out automatically, there is no action required for customers.

Resources

If you have any questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.



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