Check out what's new from the prior week:
- Talkdesk Agent Workspace - Conversations (Voice)
- Talkdesk Admin
- Talkdesk CXA Operations Center (formerly known as AI Trainer)
- Talkdesk Digital Engagement
- Talkdesk Explore
- Talkdesk QM Assist
Release Notes
Talkdesk Agent Workspace - Conversations (Voice)
- Agent Status Navigation (Workspace): Agents are now able to easily change their status using the keyboard, by pressing Return (Enter) on a focused Agent Status in the Title Bar.
Talkdesk Admin
- Adopt Team Scoping in Agent Status: Status settings were moved to a dedicated Status & Presence app. This update extends Role-Based Access Control (RBAC) to custom statuses, allowing for a hierarchical structure, thus having the necessary tools assigned to each user’s specific role.
- Account-Based Language Localization: Standard system-generated emails (e.g., "Welcome to Talkdesk") will now be automatically sent in your account’s base language. If your account’s base language is updated, all subsequent system communications will use the newly selected language.
Talkdesk CXA Operations Center (formerly AI Trainer)
-
AI Trainer renamed to CXA Operations Center: The renaming of Talkdesk AI Trainer to Talkdesk CXA Operations Center reflects the product's expanded role beyond model training to encompass continuous validation, real-time observability, and enterprise-grade AI governance for the contact center.
- Note: At this time, there will be no changes to functionality, permissions, or existing workflows. Please follow this Digest and the CXA Operations Center Release Notes for upcoming updates.
Talkdesk Digital Engagement
- Edit Email History is now GA: Previously released in preview, this feature allows agents to easily edit email history when replying or forwarding emails, allowing them to remove internal conversations or unnecessary information.
- Forward Any Email from Closed Interactions in Activities: Agents can now forward any email from a closed interaction directly from Activities, instead of only the last email in the conversation. This enhancement provides greater flexibility and preserves context when sharing specific messages.
-
Chat Widget Secure CSP Mode Integration: Chat Widget now supports deployment in environments with strict Content Security Policy (CSP) settings where
unsafe-inlineis disabled. This enhancement enables organizations to securely integrate the widget and comply with CSP requirements.
Talkdesk Explore
- Disposition Set Alignment: Dispositions now only appear and count in reports and dashboards if assigned to at least one disposition set. This ensures that only valid dispositions are reported and that calls are accurately linked to their specific outcomes.
- Explore Data Quality: Data quality was improved, providing teams with more reliable insights when analyzing these dashboards and reports.
Talkdesk QM Assist
- GenAI-Based QMA Evaluation is now Generally Available (GA): With this new feature (which will be gradually rolled out), teams can automatically evaluate large volumes of interactions using GenAI and scale quality management with less manual effort.
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.