Product Notice: Talkdesk Studio - Assignment System Upgrade [Effective Sep 30, 2024]

Talkdesk will release a new version of Assignment and Dial (A&D) in Talkdesk Studio featuring an upgraded assignment system. This capability will be available for Preview for customers who opt for an early upgrade until its release to all customers starting September 30, 2024.

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 A&D components in succession, each representing a separate round of attempts. However, with the upgrade, multiple assignments and dials will be handled automatically, eliminating the need for this workaround, and helping to reduce configuration efforts. 

 

Impact on customers who use the assignment workaround

Customers have two options

  1. No action. Customers can choose to keep their existing workaround configurations with multiple nested A&D components. The upgrade will keep the existing configurations, ensuring waiting times are respected.
  2. Customers can alter the workaround configurations after the upgrade is in place to use only one A&D component, no need for multiple nested A&D components. New A&D will handle multiple assignments and dials automatically, ensuring waiting times are respected. This step-by-step guide will be updated once the upgrade is released.

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 A&D 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.

Preview available: Existing customers can upgrade sooner than September 30, 2024. To do this, please reach out to your TAM or CSM.

 

Release dates

  • July 1, 2024: Upgrade is available through Preview. Please reach out to your TAM or CSM.
  • September 30, 2024: Upgrade progressively released to all accounts; process expected to be completed within one week.

 

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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