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Release Notes | October 11, 2021 | Talkdesk WFM v1.60

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On Monday, October 11th, 2021, Talkdesk® is releasing version 1.60 of Workforce Management.

New:

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  • Talkdesk Schedule™: It allows agents to have their Talkdesk WFM Schedules in their pocket. A native app designed for smartphones and tablet devices, Talkdesk Schedule offers an efficient way for agents to view their schedules from anywhere, at any time. The app provides a flexible way to view working hours and up-to-date information about events and changes that might impact work schedules. 

This new app is now available for all customers on the Google Play and Apple stores. To know more about Talkdesk Schedule, please see our documentation

Note: The app is under the following categories:

  • Apple Store - “Business” and "Productivity".
  • Google Play Store - “Business”.

Enhancements:

  • The option of deleting an event type on the “Event Types” page is now available again.
  • On the “Team Schedule” page, it is now possible to check the details of each event: when they were created, by whom, and last updated. 
    • It is also possible to know if an event is considered locked or unlocked. A locked event is an event that will not be optimized/overwritten by the algorithm of WFM. These are:
        • Events manually created.
        • Events manually edited (even if automatically created by WFM).
        • Two shifts (one automatically generated, the other manually added) scheduled for the same agent on the same day. In this case, the automatically generated shift becomes locked.
        • Locked shifts. These result from its blocks and/or breaks being manually edited by a user, and therefore becoming locked.
  • The publishing of meetings has been enhanced:
      • Recurring meetings are immediately published.
      • Non-recurring meetings follow the release window of the account and are only published according to this configuration.

 

Fixes:

This WFM release also includes the following fixes:

  • Fixed a bug where, if all queues were selected, an error would occur and no agents could be viewed on “Configurations > Agents”.
  • Fixed a bug where enabling consistent start time prevented optimal schedules from being considered.
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