Check out what's new from the prior week:
Release Notes
Talkdesk Agent Workspace: Activities
- A new column, "Interaction Started", has been added to provide a clear timestamp of when each interaction began.You can also now sort the search result by “Assigned at” and ”Interaction started".
Talkdesk Agent Workspace - Conversations
- New customization options for tabs management provide more flexibility for Admins to tailor the agent experience and optimize workflows. These updates are Admin-controlled and configurable only at the account level.
Talkdesk AI Trainer [PREVIEW FEATURE]
Important Note: This feature will be available in Preview for selected customers only.
- Generative AI Guardrails help ensure responsible and ethical AI usage automatically and in real time. These safeguards apply critical checks like Jailbreak Prevention and Toxicity Prevention to every interaction, helping maintain compliance, user safety, and brand integrity. For more information on this preview feature, please read this article.
Talkdesk Cases
- The Case ID variable can be shown as plain text instead of as a hyperlink in auto-reply emails by using {{case.id.plain.text}}. This helps promote a clearer communication experience.
- Also, Agents can now see who is actively working on a case in real time, directly from the case processing page (upper right corner), thus improving collaboration and preventing duplicate work.
Talkdesk Copilot
- Agents can now generate a real-time summary of the ongoing call or digital interaction directly within Copilot, in order to efficiently capture key discussion points, decisions, and action items during the interaction.
- Also, a new integration event is now available: “an AI interaction on-demand summary is ready”. It is triggered when Agents generate an on-demand summary.
Talkdesk Identity
- A new “Identity Activities” report is available in Talkdesk Explore. This report includes all the fields that were previously only available via CSV export from the Identity app or through the Identity API. This allows users to view, filter, and analyze Identity-related data directly within the Talkdesk interface.
Talkdesk Quality Management
- You can now search for evaluations using the Interaction ID on the QM Evaluation list page, making it simpler to find all evaluations related to a specific interaction.
Talkdesk ServiceNow Connector.
- The 4.2.3. version of Talkdesk ServiceNow Connector will include a variety of new features. Among them are a new Talkdesk Embedded component available on UI Builder (in ServiceNow), the ability for Admins to customize the sizing of Talkdesk Embedded on the phone widget, and a visual indication of agents’ CTI status on Talkdesk Embedded.
This digest is a consolidated list of Release Notes and Product Notices published over the past week. To learn more, click through the links above. Be sure to keep up-to-date with our weekly releases in the Talkdesk Builder Community channel.