Check out what's new from the prior week:
Release Notes
Talkdesk Cases
- We’ve improved the Cases dataset to support more accurate and flexible reporting, by enhancing the behavior of the ‘Total Cases Resolved’ metric. This update allows reports to be generated using both “Total Cases Created” and “Total Cases Resolved” in one report.
Talkdesk Digital Engagement
- Admins can now create and manage a unique email signature for each individual Agent, overriding generic touchpoint signatures with more personalized details. This feature provides centralized control to enforce brand standards, while empowering Agents to build stronger customer connections.
Talkdesk Knowledge Management
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With the new version of the MS SharePoint Connector for Knowledge Management, authors can create links to other cards by selecting text, clicking Link, and choosing Mention Internal Card. The selected text wraps as a clickable reference to that card.
- In Copilot when Agents click an internal card reference in the Copilot sidebar, it opens in the same pane. Each open card stacks on top of the last with a persistent back button, so Agents can easily return through their navigation history.
Talkdesk Live
- The Live Sentinel v1.0 feature in Talkdesk Live allows dashboard owners to enable proactive monitoring and alerting for their contact center operations, when predefined thresholds are met across monitored CCaaS metrics.
- Threshold-Based Monitoring.
- Dual-Channel Notifications.
- Dashboard Owner Alerts.
Talkdesk Workspace Desktop App
- The new Desktop App 2.3.0 version incorporates a fix to an issue that prevented the application from accurately retrieving display information, which did not allow the screen recording functionality to operate as expected.
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.