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Release Notes | September 23, 2021 | Agent Workspace

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On Thursday, September 23rd, 2021, Talkdesk will release Agent Workspace.

Agent Workspace unifies the Talkdesk CX Cloud applications and information agents need on a “single pane of glass”, empowering them to work more efficiently and effectively. It’s accessible from anywhere on any device, strikingly intuitive to use, and designed to deliver personalized customer experiences that build loyalty and drive revenue.

Agent Workspace unifies four apps which are now available for both existing and new Talkdesk customers.

 

What’s included

Conversations

Conversations allows users to handle inbound & outbound voice and digital customer interactions. 

The voice channel will offer agents a unified and improved user experience to perform calls with capabilities such as transfers, conferences, call recording, and much more.

Activities

The activity listing offers you all that Talkdesk Main offered you previously and many more:

It will provide you a better overview of your agent activities by displaying the transferred calls and their details. 

The agent is also able to return a missed call directly from the listing: in just one click, they will be on the phone with the customer.

We offer also a wider range of filters, such as activity type, contact, or even date and time.

Voicemails

Voicemails will come with a new feature: the inbox app. This space will display only the voicemails assigned to you. 

If you want to browse all system’s voicemails, we make it easier by offering two new filters in addition to the Classic ones: filter by contact, and filter by duration interval. 

Contacts

Contacts will offer the same range of functionality but in a more user-friendly way: integrations with external services, contact management, and click-to-call.

 

How to use

If you wish to start using Agent Workspace apps, please follow the instructions on our documentation or reach out to your Customer Success Manager.

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