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Product Notice: Talkdesk Scales to Support Your Hyper-Growth

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Note: This is a reminder of a notice that was shared via email in March.

 

Talkdesk's key initiative is to support customer hyper-growth so that we can grow with you. While scaling our product, we have maintained the stability and functionality you have come to rely on. Below are the details of how these enhancements may alter the way customers interact with the Talkdesk product.

 

What are the mid-term benefits to customers?

When will these enhancements occur?

What are the major changes to the product?

What are the minor changes to the product? 

What are the minor changes to the product that are only temporary?

What actions do I need to take?

 

 

What are the mid-term benefits to customers?

  • Increased stability of infrastructure environment.
  • Scalability, so that we can grow with you.
  • Enhanced memory and resource management.
  • Consistent user experience, regardless of company size.
  • Increased performance - faster page loading, faster Agent Desktop (formerly Callbar®) loading, etc.

 

When will these enhancements occur?

“Major Changes” for existing customers above the seat threshold noted, will be made on the following timelines:

  • Agent Desktop: Implemented.
  • Studio: By account, CSMs will be reaching out to each customer.
  • Live & Explore: Upon General Availability of Live.

For all other existing customers, migrations will occur when the seat threshold is nearing met. At that time, CSM will reach out to the customer on these adjustments. “Minor Changes” began rolling out March 2, 2020 with the conclusion of all enhancements being made by March 24, 2020.

 

What are the major changes to the product?

Function

What's New

Customer Size

Use Agent Desktop instead of Main's Dialer

New customers, regardless of size, will be onboarded in Agent Desktop.

Existing customers that have greater than 2k agent seats will be migrated to Agent Desktop. In removing Main's dialer from these accounts, there is no longer a need to use the Widget/Web mode toggle. If the customer requires continued use of Main's dialer, Support can activate it, if requested. Agent status will always be driven by Agent Desktop (with exception of monitoring).

All New Customers & Existing Customers with over 2,000 agent seats

Routing Assignment through Studio

New customers, regardless of size, will be onboarded in Studio.

Existing customers with larger than 1k agent seats will be migrated to Studio. If customers need access to legacy routing assignments, Customer Support can assist.

All New Customers & Existing Customers with over 1,000 agent seats

Reporting with Live & Explore

Existing customers with greater than 2k agent seats will be migrated to Live & Explore which have near feature parity with legacy reporting (few exceptions apply).

All other customers will be part of the regular GA timeline of Live & Explore.

All New Customers & Existing Customers with over 2,000 agent seats

 

What are the minor changes to the product? 

Function

Before

After

Customer Size

User Search in Main, Agent Desktop, Studio

Search begins after inserting 1st character

Search begins after inserting 3rd character

All Customers

 

 

 

Agent Lists in Agent Desktop (Agent2Agent, transfers, conferences)

 

 

 

Instantly shows list of all agents within account and their status

After load time, shows list of first 20 agents allowing to scroll down for more

All Customers

Instant filtering agent list by name when writing one letter

Filtering starts after the user inserts the 3rd letter and only performs the search query after 300ms

All Customers

Ringing screen presents the agent name that is calling

Ringing screen may have a delay to show the agent name or it may fail to retrieve the agent name

All Customers

Filter Agents in Main Calls

Shows a modal view with all agents to be selected and a search option

Shows a modal view with the first 50 agents and a search option. No scroll or pagination will be applied to over 50 agents

All Customers

Filter Agents & Assigning Agent to Voicemail in Main Voicemails

 

Shows all agents in the account

Shows the first 50 agents with pagination. Ability to search with the behavior described on “User Search”

All Customers

Activity Tab (Only for Activities performed on third parties that have an integration with Talkdesk) in Main Contact

Activities appear on Contact Activity app page without reloading

Activities appear on Contact Activity app page after reloading

All Customers

Teams List in Main Teams

Admins and/or Supervisors could see all of the teams in one page

We will introduce pagination, showing by default 10 per page, but selectable until 100 teams per page

All Customers

Teams Details in Main Teams

Admins and/or Supervisors could see all of the team members in one page

We will introduce pagination, showing by default 10 per page, but selectable until 100 team members per page

All Customers

Teams Create / Edit in Main Teams

Admins and/or Supervisors could select Agents from a dropdown with all the Agents in the account

We will introduce pagination, showing 50 Agents at a time

All Customers

Ring Group Assignments in Main Admin Agents

Admins and/or Supervisors could add any number of ring groups to an Agent

Admins and/or Supervisors will be able to add a maximum of 100 ring groups to an Agent

All Customers

Ring Group Characters in Main Admin Agents

Admins and/or Supervisors could create ring groups with a maximum of 100 characters

Admins and/or Supervisors will be able to create ring groups with a maximum of 50 characters

All Customers

Ring Group Dropdowns in Main Admin Dispositions

Admins and/or Supervisors could see all the ring groups in an account when filtering or adding ring groups in the Dispositions section

Admins and/or Supervisors will see the dropdown and the ring groups are loaded gradually

All Customers

 

 

Number of Agents to Ring Group in Main Admin Preferences

 

 

 

Admin can configure the setting Number of agents to ring to “All”

Admin can configure the setting Number of agents to ring to a maximum of 10

 

All Customers

Default value for Number of agents to ring is All

 

Default value for Number of agents to ring is one

 

All Customers

Number of Agents to Ring (Assign & Dial) in Studio**

 

Flow admin can configure the setting Number of agents to ring without any limit

Flow admin can configure the setting Number of agents to ring to a maximum of 10. This change will not occur automatically; rather when the flow is edited next

All Customers

Agent Assignment (Assign & Dial, Voicemail, Callback) in Studio

Flow admin can configure the setting Assignment parameters. List of Agents with Select all

Flow admin must configure the setting Assignment parameters. List of Agents one by one

 

All Customers

Ring Group Assignment (Assign & Dial, Voicemail, Callback) in Studio

Flow admin can configure the setting Assignment parameters. List of Ring Groups with Select all

Flow admin must configure the setting Assignment parameters. List of Ring Groups one by one

All Customers

Sorting Agents in Transfers in Routing

On Transfers, the 4 assignment criteria are applied:

  1. Availability (agent state)
  2. Less Flexible (fewer ring groups)
  3. More Specialized
  4. Idle Time (idle the longest)

On Transfers, the 2 assignment criteria are applied:

  1. Availability (agent state)
  2. Idle Time (been idle the longest)

All Customers

 

What are the minor changes to the product that are only temporary?

Function

Before

After

Customer Size

Inbound Calls (when Studio A&D component targets a group of agents instead of ring groups) in Agent Desktop

On the ringing screen and snapshot screen, the ring group placeholder presents the agent names that were selected for the call

On the ringing screen and snapshot screen, the ring group placeholder presents the agent's IDs

Customers with over 1,000 agent seats

Ring groups list on transfers in Agent Desktop

Shows ring groups that have at least one agent available or an agent that is able to pick up the call

Shows all ring groups that are created in the account (even if no assigned numbers or agents)

Customers with over 1,000 agent seats

Ring Group on Voicemail to Dedicated Line in Main Voicemail

Shows the agent name

Shows the agent's ID

Customers with over 1,000 agent seats

 

What actions do I need to take?

**The only enhancement that requires customer action is “Number of Agents to Ring (Assign & Dial) in Studio.” For this, the Flow Admin will need to configure the setting so that the number of agents to Ring is set to a maximum of 10.

 

If you have any questions, please refer to your Customer Success Manager or contact Talkdesk Support at support@talkdesk.com.

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