In a continuous effort to enhance our product, Talkdesk will be conducting an enhancement on Studio's Assignment & Dial functionality on August 19th, 2020.
Assignment & Dial provides the ability to consider any status of the agent while queueing. In addition, we are now enabling Forced Queuing, which is the ability for a call to remain in queue until the configured maximum wait time or until all matching agents have been attempted regardless of their initial status. For more information on Assignment & Dial, please review the Studio Guide. Forced Queuing will be included in the documentation closer to the August release date.
When will the change happen?
On August 19th, 2020, Talkdesk will perform a one time update to release this functionality during the time of 8:00AM and 8:20AM GMT. This window was selected based on it being a low traffic time period across the customer-base.
Why is this enhancement being released?
A common request we have received from customers using Studio is the ability for a call to remain in queue until the configured maximum waiting time or until all matching agents have been attempted, regardless of their initial status. The expectation is that this behavior should be achieved when having the combination of “Exhaust” and “Consider Any Status” turned On.
Today, if they have this configuration, there are cases when the call is considered missed even before attempting all matching agents despite the timeout not having been reached. Because of this, customers have been using a workaround of creating a “chain” of Assignment & Dials with the same criteria to keep interactions in queues longer to manage this shortcoming. This enhancement will help address this limitation.
What can I expect during the change period?
All inbound and outbound calls are expected to work as normal. After the rollout all new inbound calls will execute the new behavior.
What do I need to do?
If you have flows with chained Assignment & Dial components, please review and update them prior to August 19th, as they will be no longer required with this enhancement.
If you need to update your flows but are not ready to do so, please contact your CSM or Talkdesk Support to opt-out by August 10th, 2020. Otherwise, the addition of Forced Queuing will be automatically added to your instance of Studio and no action is required.
If you have any questions, please refer to your Customer Success Manager or contact Talkdesk Support at email@example.com.