Talkdesk will release an assignment system upgrade in Talkdesk Studio starting on September 30, 2024.
This capability is available in Preview for customers who opt for an early upgrade prior to General Availability.
Keep reading for more details.
What is changing and why
Currently, the existing assignment system makes one attempt to connect a call, and if the call is not answered by any of the eligible agents - due to agents' unavailability, rejections, no matching agents, or the maximum waiting time is reached - it triggers an exit.
To address this limitation, some customers implemented an assignment workaround involving multiple nested Assignment & Dial or Assign message to agent components in succession, each representing a separate round of attempts. However, with the upgrade, multiple Assignments & Dials will be handled automatically, eliminating the need for this workaround, and helping to reduce configuration efforts.
Callbacks are also affected by this improvement, making sure one callback is exhausted through all agents until maximum waiting time is reached.
In summary, this upgrade makes designing IVRs, calls and digital routing flows to customize your customers’ journey easier than ever! Watch the video below for a visual overview:
Impact on customers who use the assignment workaround - Action may be required
Customers have two options:
Option 1: No action. Customers can choose to keep their existing configurations with multiple nested Assignment & Dial or Assign agent to message components. The upgrade will keep the existing configurations, ensuring waiting times are respected.
Option 2: Customers can alter the configurations after the upgrade is in place to use only one Assignment & Dial or Assign agent to message components, no need for multiple nested components. New Assignment & Dial or Assign agent to message will handle multiple assignments and dials automatically, ensuring waiting times are respected. This step-by-step guide will be updated on the week of September 30, 2024.
Note: For customers who don’t want agents to be assigned multiple times to the same call, selecting the ”Single Attempt” or assignment strategy on the Assignment & Dial preferences is advised. Alternatively, customers can enable the Automatic Away feature in Admin > Preferences so that the agents’ status is automatically switched to “Away” after a specified number of calls are missed or rejected in a row.
Release dates
- July 1, 2024: Upgrade is available in Preview. Please reach out to your TAM or CSM.
- September 30, 2024: Upgrade progressively released to all customers; process expected to be completed within one week.
Resources
- Assignment and Dial Preferences - Studio guide (will be updated on week September 30, 2024)
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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.