Check out what's new from the prior week:
Release Notes
- Talkdesk CXA Operations Center
- Talkdesk Cases
- Talkdesk Copilot [Preview]
- Talkdesk Digital Engagement
- Talkdesk Higher Education Experience Cloud [Preview]
- Talkdesk Live
- Talkdesk Quality Management
- Talkdesk Studio
- Talkdesk Workforce Management
- Talkdesk Workspace Desktop App
Talkdesk CXA Operations Center (formerly AI Trainer)
- Customer Message Testing: A new testing interface within the Analyze Message component allows users to use several methods to simulate customer messages and check how these are interpreted by Talkdesk Navigator.
Talkdesk Cases
- Extended Interaction Search: It is now possible to access and search through more than the initial 100 interactions (via a "Load more" option) when creating a new case. This update provides full visibility into contact interactions, regardless of the history size.
Talkdesk Copilot
- Copilot Agentic [Preview]:Using powerful new agentic AI capabilities that interpret conversation contexts, Copilot empowers human agents to request real-time guidance to efficiently resolve complex customer challenges. Helpful cross-platform data can be viewed through plain-language commands, supported by a streamlined and intuitive interface.
Talkdesk Digital Engagement
- Chat Widget Accessibility Improvements: Deliver an inclusive and accessible digital experience for all users. Customers can now navigate without a mouse/touchpad, use text-to-speech and screen readers, and/or enjoy improved readability with adjusted text size, colours, and contrasts.
Talkdesk Higher Education Experience Cloud
- Higher Education Experience Cloud [Preview]: Specifically built for higher education institutions to deliver AI-powered, digital experiences across the student lifecycle (e.g., enrollments, academic support, and alumni engagement). It simplifies handling high-volume inquiries and maintaining compliance norms with efficiency.
Talkdesk Live
- Enhanced time span selection for widgets: Live dashboard owners can now configure custom start times for individual metrics at the widget level. This provides control over when metric calculations begin.
Talkdesk Quality Management
- Agent Evaluation Acknowledgement Report:Easily track how agents and evaluators interact with evaluations with the new Agent Evaluation Acknowledgement Report. The report details review requests, acknowledgment status, and outcomes, helping monitor evaluation quality, understand dispute trends, and assess evaluator productivity.
Talkdesk Studio
- Dynamic data in Studio:Dynamic data can now be enabled at any point in a flow, improving Studio’s ability to integrate with different systems. This new capability simplifies processes and provides the necessary tools to efficiently use and manage a Studio flow’s data.
Talkdesk Workforce Management
- Agent view of team schedule:A simplified and privacy-first method for agents to view teammates’ working blocks for the week, improving awareness of expected team coverage. Note that, in the interest of privacy, it only shows who is working and when, not what each person is specifically doing.
Talkdesk Workspace Desktop App
- Desktop App 3.1.0: The latest enhancements help prevent accidental logouts by keeping the application active in the background when the "X" button is clicked. Also, a “No-click login” setting was introduced, eliminating the need to click an SSO button or re-enter credentials, once a user has logged in for the first time.
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.