Product Notice: Talkdesk Home Upgrade [Effective Jul 8, 2024]

Summary

On July 8, 2024, Talkdesk Home will be upgraded automatically to existing customers and will completely replace the existing experience (Talkdesk Home Legacy). Please keep reading for the key reasons for this change and its noteworthy impacts on users. 

What is changing and why

The Talkdesk Home is a landing page and currently includes a set of cards and quick links. With the new Talkdesk Home, the set of cards and quick links are replaced with an upleveled self-serve user experience and visible to system default roles of “Administrator” and “Supervisor” - see how the new Home will look like here. The key reasons for this change are:

  • For Administrators and Supervisors, it will help drive higher proficiency with Talkdesk capabilities by making it easier to access self-service documentation and training materials.
  • For Agents, upon logging into Talkdesk Workspace, they will automatically see the Conversations App, allowing for a greater focus on the tasks at hand. From the get-go, agents can effectively handle both incoming and outgoing interactions - voice, SMS, email, and live chat.
  • Facilitate a heightened focus on the customer experience: With the release of the new Talkdesk Home, all real-time monitoring and reporting data from the contact center will be aggregated into Talkdesk Live and Talkdesk Explore.

Notable impact on users - Action May Be Required

  • Default access & permissions: The new Talkdesk Home will be rolled out by default to users with the system default roles of “Administrator” and “Supervisor”. Users with other roles, including “Agent”, will land in the Conversations App. 

Note: The default access to the new Talkdesk Home can be extended beyond the system default roles, see how here.

  • Recreate metrics in Talkdesk Live: To continue using the same metrics provided by the legacy Talkdesk Home, a dashboard in Talkdesk Live will need to be created. Guidance on how to do this can be found here. Additionally, the "Prepare for the New Home Experience" webinar recording can be reviewed here.

Resources

If you have any questions about the Talkdesk Home upgrade, please take a look at our FAQ. For any other questions or concerns, please contact your Customer Success Manager or the Customer Care team via the Talkdesk Support Portal.

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