Product Notice: User Management Experience Update & Agents Tab Deprecation [Effective Aug 12, 2024]

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 was 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 August 12, 2024, after which it will be deprecated from Talkdesk Workspace and Talkdesk Classic. Customers must fully transition to the Users tab before this date.

A summary of the key details has been included below.

 

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 introducing and rolling new user settings by Talkdesk products in Workspace.

What to expect from the Users tab

Same functionality as the Agents tab:

  • View the list of all users, their profiles, and settings information.
  • Create, update, and delete users.
  • Filter users by name, email, activation, role, and queue.
  • Find multiple emails with the search functionality.
  • Perform bulk uploads via CSV.

Additional & improved functionality (see the latest release notes here and here):

  • Each user has a dedicated Profile section to view and edit the user’s identification details (including the view of external ID), and a dedicated Classic Settings section to view and edit settings related to Contact Center management.
  • Profile and Classic Settings are quickly editable from the standard view of the users' list by using the three dots.
  • Modifying the user’s email address and viewing the assigned user’s team is now possible under Profile.
  • The standard view of the users' list now includes Team and the ability to filter by Team.
  • Role assignment via Roles and Permissions: defines which roles can be assigned when a user is created/updated on the Users app via the Create or Update permissions.

 Refreshed look:

  • Filters were replaced with a side panel to align with the rest of Talkdek's UX design.
  • Functionality naming updates for Bulk actions, please see here.

Note: Currently, the Agents tab and the new Users tab are available to customers and will remain accessible until August 12, 2024, to ensure a smooth transition.

Timeline

  • December 1, 2023: Progressive release of the Users tab.
  • January 5, 2024: The Agents tab and the Users tab are accessible to all customers.
  • August 12, 2024: Agents tab will be deprecated.

Resources

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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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