Check out what's new from the prior week:
Release Notes
Talkdesk Agent Workspace: Conversations (Voice Channel)
- Now, while a call is placed on hold, the contact person’s audio (including hold music) will automatically be muted and will not be recorded. Call recording will then continue once the call has been resumed. This feature is applied by default for all customers.
Talkdesk Digital Engagement
- Now digital channels’ Service Level data is visible in the Service Level widget, showing the percentage of Inbound Contacts that were answered within the set SLA Policy Threshold.
- Also, users can now see the digital channels’ Average (Avg.) Wait Time data in the Avg. Wait Time widget. The widget displays the average amount of time a contact waits before being answered for the first time.
Talkdesk Explore
- It is now possible for users to see the custom fields related to an interaction on the Calls Report, and the Contacts Report.
Talkdesk Interaction Analytics
- Search performance and consistency was improved for Quality Management evaluations. Various enhancements were introduced to the search function and to CSV data exports.
- [PREVIEW] New Redaction capabilities allow customers to configure which entities they can redact on their post-call transcripts and, if required, also redact the matching portion of the audio recording.
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.