Check out what's new from the prior week:
Release Notes
Talkdesk Digital Engagement
- It is now possible to see the Context and Contact information in Talkdesk Live, by clicking the contact monitor in “Live Contacts List” and “Live Unassigned Contacts List” widgets, and accessing the “Snapshot” panel.
Talkdesk Workforce Management
- The Workforce Management (WFM) platform has been enhanced for better calculation of accounted time off hours, by shrinking full-day time off requests to align with scheduled shifts. This ensures that time off is no longer reported as a full 24-hour period but instead reflects the actual paid hours tied to an agent’s shift.
- WFM now supports Average Handle Time (AHT) directly from Digital Engagement for each of its channels. With this release, forecasts will be aligned with more accurate, channel-specific metrics.
Product Notices
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.