Check out what's new from the prior week:
Release Notes
Check out what's new from the prior week:
Release Notes
Talkdesk AI Trainer
- Admins can now refine navigator session logs by filtering for specific topics in Analyze Message, making it easier to isolate relevant interactions. Additionally, Flow IDs in the Analyze Message table are now clickable links that open the corresponding Studio flow in a new tab, thus streamlining the troubleshooting process.
Talkdesk Copilot
- To ensure high-quality data, Call Summarization has been updated to skip short or low-content interactions. Summaries will now only be generated when there are at least 3 utterances from each participant in the interaction and the conversation has at least 7 total utterances.
Talkdesk Dialer
- The Outbound Dialer Campaign Records dataset now includes Pending Callback Date and Pending Callback Assignee fields. This enhancement provides campaign managers with a single view of scheduled callbacks and campaign ownership.
Talkdesk Digital Engagement
- New visual indicators for Email interactions allow agents to see attachments, replies, and forward status directly from the "Assigned to You" list.
- For Admins, Template Management has been redesigned with flexible organization options, including the ability to rename collections and move templates with ease.
- Email Subject lines are now visible in the Live Contacts and Unassigned Contacts widgets.
Talkdesk Feedback
- Feedback collection is now available for Autopilot-only voice conversations. It is now possible to trigger IVR or SMS surveys automatically after a "Success Exit," gaining valuable insights into automated performance without direct agent intervention.
Talkdesk Healthcare Experience Cloud for Providers
- Patients are now empowered to access insurance coverage details independently through the Agentic Autopilot Insurance Workflow. For agents, a new Insurance Card in the Workspace provides immediate visibility into patient plans, including plan types and status details.
Talkdesk Navigator
- The new Navigator Attribute Detector allows for the automatic extraction of business-relevant entities from voice or digital messages. These entities are exposed as Studio variables that can be reused for advanced routing, automation, and reporting.
Talkdesk Quality Management
- Quality Management now supports Agent Evaluation Acknowledgement, allowing agents to formally acknowledge their evaluations via an Acknowledge button. Also, calibration is now available for all digital channel interactions, using the same familiar workflow as Voice Calibration, to maintain consistent quality standards across voice and digital channels.
Talkdesk QM Assist
- New form-specific rule configurations allow supervisors to apply multiple, flexible evaluation rules to a single AI form. This feature allows more control and customization over how forms are applied.
- AI evaluation forms and custom rules now support Email, Chat, and SMS.
- Also, a single AI form can now host multiple rule configurations, allowing for distinct logic (such as different sampling percentages) for inbound versus outbound calls.
Talkdesk Workforce Management
- Resource planners can now configure business hours by queue, ensuring forecasts only generate staffing requirements during designated open hours. This update also introduces “Meeting Finder”, a tool that analyzes agent availability and service level projections to suggest the optimal time slots for team meetings.
Product Notices
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.