Summary: The existing Manage Seats framework will now be used to manage seats licensed for the following AI products: Talkdesk Copilot, CX Sensors, Talkdesk Interaction Analytics and QM Assist.
Impacted customers: Accounts using the named seat pricing model; these customers can access the Subscription area and the Manage Seats framework (customers on the concurrent seat pricing model will remain unable to use this functionality).
What is changing and why
The existing Manage Seats framework will be extended to manage and allocate licensed seats to users for the above-mentioned AI products. This approach ensures that only users with allocated seats can be configured by administrators in the AI Launchpad, promoting compliance and enhancing overall user management. This improvement reflects our commitment to streamlining product configuration and upholding licensing integrity. Note that:
- Only users with allocated seats will appear as "Licensed" for the affected AI products within AI Launchpad flows.
- Users without a seat allocation will be marked as "Unlicensed” and, therefore, excluded from AI transcriptions and AI enrichments. AI enrichments include analytics such as customer intent, sentiment, mood, etc.
Action may be required for customers
To ensure that all intended users are licensed appropriately to the right AI products, administrators must follow these steps:
- Go to the Admin panel and select Subscription select the Manage Seats button next to any of the AI-eligible products.
- Manage Seats will open on the side panel. Select the users to be assigned a seat by selecting/unselecting users.
- Click Save to apply changes and confirm the action in the following pop-up message.
Important:
- If no action is taken, all active users will keep their assigned seat. As a result, customers might exceed the number of allowed seats and will be prompted with this warning message on Manage Seats to purchase additional seats.
- Previously, administrators could access the affected AI products without an assigned seat. However, this is changing, and administrators must now be assigned a seat to use these products. Please note that a seat is not needed for administrators who are solely managing seats through Admin > Subscriptions.
Release Date
- January 14, 2025: The Manage Seats framework will be activated through Admin > Subscription for all accounts with named seat pricing model for the following AI products: Talkdesk Copilot, CX Sensors, Talkdesk Interaction Analytics and QM Assist.
Resources
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