Check out what's new from the prior week:
Release Notes
Talkdesk Admin
- A new enhancement allows Administrators to easily assign users to queues, even in scenarios where the number of users is very high, by searching, filtering, and sorting up to 100 users.
- A new “Queues” column now appears in the Numbers list view, displaying queue assignment for each phone number. Also, the Filters panel now includes a “Queues” dropdown. Administrators can select one or more queues to instantly narrow the list to phone numbers tied to those queues.
Talkdesk Cases
- Various new features were released. Event-Based Automation was enhanced with new condition and action options for Voicemail interactions. Also, automation is triggered when a voicemail’s assignee changes, enabling dynamic workflows based on voicemail assignment events. Finally, you can automatically assign the voicemail interaction to a specific agent, mark it as unassigned, or sync it with the Case Assignee.
Talkdesk Explore
- The Agents Status Report now displays the attribute(s) and proficiency level(s) associated with users. With this new information, Supervisors and workforce planners will be able to see agent attributes and proficiency, when reviewing historical statuses data.
Talkdesk Financial Services Experience Cloud for Banking
- A new self-service method is now available for Administrators to configure the Client 360 Workspace settings, in order to manage the Agent view of Workspace cards and actions. It is also now possible to use a self-service capability for Agents to provide password reset assistance by supplying the URL link that will allow a user to change their password.
Talkdesk Financial Services Experience Cloud for Insurance
- A new self-service method is available for Administrators to configure the Insurance Workspace settings to manage card visibility and the information shown to agents.
Talkdesk Identity
- Users can now view the number of phone validations performed on a specific number within the last 24 hours directly in the Conversations App. This feature addresses a common fraud attack pattern, i.e. fraudsters repeatedly calling from the same number in a short timeframe to bypass security through multiple agent interactions.
Talkdesk Studio: Voice IVR
- The Estimated waiting time (EWT) Studio component is now able to retrieve an estimate of the average time taken to answer a call in one or multiple ring groups. Administrators will be able to select multiple ring groups to be considered on the estimated waiting time calculation.
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.