Check out what's new from the prior week:
Release Notes
Talkdesk Agent Workspace - Activities
- Through Roles and Permissions, users can now apply a “Team”, “Child team” or “Team + Child” team scope in the Activities App. Team Scoping in Activities allows Admins to control users' access by defining team-based scopes. Users can only view activities for Agents within their assigned teams without needing to be added to queues, improving security and workflow efficiency.
Talkdesk Agent Workspace - Conversations (Voice Channel)
- We’ve updated the behavior of the disposition filtering logic when certain parameters exceed their predefined limits. From now on:
- If both the agent's ring groups or queues exceed the character limit, the system will trigger a fallback mechanism and return an undefined value for disposition filtering.
- If the limits are respected, the Dispositions API will apply the provided filters and return only the most relevant dispositions specific to that interaction.
Talkdesk AI Agent Platform
- The new Talkdesk AI Agent Platform™ is now generally available and empowers you to create and orchestrate intelligent AI Agents that work collaboratively to handle tasks, optimize operations, and deliver seamless customer experiences across channels. Configure multi-agent workflows, where AI Agents coordinate, share information, and perform specialized actions as part of a broader automation strategy.
Talkdesk Autopilot - Agentic Autopilots
- Agentic Autopilots™ are now generally available for voice and digital channels, and represent a new enhancement to Autopilot, leveraging Talkdesk AI Agent Platform to deliver more capable, AI Agent-powered conversational virtual agents. This allows for more complex and natural interactions, reducing Agent workload and improving customer experience.
[PREVIEW] Talkdesk Interaction Analytics
Important Note: This feature is available in Preview for select customers.
- The improved Mood Detector (formerly Mood Insights) provides more accurate and actionable emotional analysis. This updated version features a Simplified Mood List and increased accuracy in detecting the initial and final mood of an interaction Note: Only new interactions will be affected by this change..
Talkdesk Quality Management
- Evaluations for SMS, Chat, and Email are now supported. You can create evaluations and leave comments or reactions at the message level. This feature is accessible via the Activities and Quality Management apps. This delivers a more consistent and actionable evaluation experience across the core digital channels.
- [PREVIEW] Multi-Screen Recording. Talkdesk now offers preview support for multi-screen recording and Live Monitor, allowing visibility into up to three agent screens simultaneously. Note: Requires Screen Recording and the Workspace desktop app.
- A new permission layer has been introduced to control access to unredacted call recordings when audio redaction is enabled. Note: Available only to customers with Premium CX Analytics. Redaction must be configured in AI Launchpad.
Talkdesk Studio
- Studio now supports longer, configurable retention of context variables for digital interactions. This ensures Agents have access to relevant context throughout the conversation lifecycle. Admins can set custom retention periods aligned with compliance needs, up to a maximum of 7 years.
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.