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Release Notes | January 6, 2021 | Talkdesk New Data Model and Live Dashboards


On Wednesday, January 6th, 2021, we will begin the progressive rollout of the following: 

  • Talkdesk® New Data Model (available in Live Dashboards and Explore)

The new Data Model is a new data paradigm where the analysis focuses on Contacts instead of Calls. Having an analysis based on Contacts provides more detail (new measures and dimensions) providing more flexible and powerful data exploration. 

The New Data Model information is available both in Live Dashboards and Explore (New Reports, Dashboards, and Datasets).

  • Talkdesk® Live Dashboards

The new Live Dashboards is the tool that mirrors your contact center activities in real-time. Sourced exclusively by the New Data Model, the improvements made were not only on the information granularity level but also on the new dashboard configuration experience and flexibility that is offered to the user.

The rollout will be made in batches until February 12th, 2021, considering the following: 

  • Pro and Pro+ accounts will have the new Live Dashboards and Default Explore Reports and Dashboards. 
  • Enterprise accounts will have the new Live Dashboards, Default Explore Reports, and Dashboards, plus two new datasets in the “Create” feature.

New Live and Historical APIs will also be available. If you wish to start using the new Data Model APIs, please contact your Customer Success Manager or our Support Team.

For more information, please visit our documentation:

New Data Model

New Live Dashboards

Explore’s New Data Model


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