Check out what's new from the prior week:
Release Notes
Talkdesk Cases
- The new team-based permission controls enhance case management security and flexibility by allowing organizations to tailor access based on their team hierarchy. This ensures that the right users have the right level of visibility and control, improving collaboration while maintaining data integrity across teams and sub-teams.
- The Case History Dataset empowers customers to gain deeper visibility into case management performance and operational efficiency. By tracking every update across status, ownership, and updates, teams can uncover trends, measure service effectiveness, and make data-driven improvements to support quality and responsiveness.
Talkdesk Feedback
- The enhanced IVR Survey now supports custom-recorded survey questions, empowering businesses to deliver a more authentic and branded caller experience. By using your own voice recordings, you ensure a consistent tone and clarity across CSAT, NPS, and other feedback surveys, promoting a higher response quality and better customer insights.
Talkdesk VDI Connect
- Talkdesk VDI Connect is a brand-new feature designed to significantly improve real-time voice quality for agents operating in a Virtual Desktop Infrastructure (VDI) environment. Talkdesk VDI Connect optimizes media flows by establishing a direct audio channel between the Hosted Virtual Desktop and the agent's workstation. This bypasses the VDI's standard protocol, reducing latency and ensuring a clearer, more reliable voice experience for both agents and customers.
Talkdesk Workforce Management
- The newest Team Schedule Metric update enables Resource Planners and Supervisors to instantly see the impact of manual schedule changes—such as adjusting break times or shift durations—on key staffing and service level metrics.
- Admins can now delete or update queue tags in Workforce Management without disrupting live queue handling. This enhancement ensures Resource Planners can manage tags safely and efficiently.
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.