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Release Notes | May 31, 2021 | Talkdesk Omnichannel

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On Monday, May 31st, 2021, we are releasing version 4.6 of Talkdesk Omnichannel™. This release introduces several new features and enhancements, including:

New

  • Agent
    • Internal prompt character limit increased from 140 to 1000 characters. 
    • “Blocklisted Words” replaced with “Blocklists”, and “Blocklisted Word” with “Blocked Word” throughout the application.
  • Supervisor
    • “Supervise Chats” menu merged with the “Dashboard” within the “Customer Care Console”, and all the necessary action controls from this new unified dashboard will be surfaced.

  • Admin
    • Self-managed file destinations created under the “Client Admin Console” → “Settings” → “File Destinations” to avoid reports going through any third-party email gateway. 
    • New field called “Department” added to a group entity within the “Groups” menu to help capture useful business information, such as a business unit or a cost center tag that can be used for reporting.
    • Client admins enabled to form-encode the “Pre-chat Form Attributes parameter by selecting the “Form-encode Request Body” checkbox within “Events and Rules”, in cases where the endpoint being called mandates such requirements for security reasons.


Fixes: 

  • Unwanted change of agent status to “Available” whenever the client admin adds a team to the logged in agent’s profile.
  • “Oops” error manual login retry upon a failed authentication. 
  • Disappearing group chats under “My Chats” upon clicking on the “Refresh” button.
  • Mismatch between the “Chat Log” and “Get Chats” API data regarding timestamp in chat transcripts.
  • Wrong calculation of “Avg. First Response” time.
  • Closure of LiveChat widget upon the website’s visitor click on “Skip” or “Take a Survey” (when a survey is triggered by the agent manually).
  • Deactivation of the “Weekly” tab on the “Trends” screen upon a time zone change.
  • Intelligent routing chats not assigned/routed to the configured agent when the Auto Assign to Last Agent setting is disabled for a team.
  • Issue in the Intelligent Routing rule that failed to trigger the inbound email Subject Contains condition.

For more information, please check our Talkdesk Omnichannel Advanced Documentation which is being continuously updated.

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