Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Dialer & Scheduled Callbacks
- Talkdesk Digital Engagement
- Talkdesk Feedback
- [Preview] Talkdesk Workforce Management
Release Notes
Talkdesk Admin
- Voicemail Transcription Data Retention: Admins can define specific data retention periods and automated deletion schedules for Voicemail Transcriptions within the Storage and Retention module, ensuring all sensitive information is purged according to legal requirements.
Talkdesk Dialer & Scheduled Callbacks
- Preview Dialer Calls and Scheduled Callbacks added to Activities: Preview Dialer calls and Scheduled Callbacks are now supported in Talkdesk Activities. This enhancement provides greater visibility into agent workflows and ensures all scheduled and preview interactions are ready for assessment via Quality Management tools.
Talkdesk Digital Engagement
- AI Translator is now Generally Available: AI Translator ensures accurate, context-aware translations, leading to enhanced customer satisfaction, expedited resolution times, and significant cost efficiencies in providing multilingual support.
Talkdesk Feedback
- Access context variables in chat survey flow: Chat survey flows now support variables, enabling Admins to dynamically customize survey experiences based on predefined variables, thus allowing for more flexible and personalized surveys.
Talkdesk Workforce Management
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[Preview] New AI WFM Capabilities: This suite of AI-driven features enables Resource Planners to optimize service goals, workforce management, and costs more efficiently, automating complex diagnosis and scenario planning tasks.
- Schedule Issues: An AI-powered diagnostic tool that analyzes and identifies potential conflicts or configuration gaps that may impact schedule creation.
- What-If Forecasts (shown in the image below): A simulation tool that streamlines the planning process by modelling multiple changes and comparing staffing outcomes in real-time.
- Insights Day in Review: Conversational tool providing historical and intraday comparisons of Forecasted vs. Actual data, delivering a concise summary of what occurred on a given day.
- Enhancements to Monthly View, Team Schedule & Your Schedule: These WFM updates include a Monthly View in Forecast & Insights (aggregating 15-minute forecast and performance data into calendar months), the ability to change the event type of future scheduled work events directly in Team Schedule, and agents can now edit and cancel their own Time-off requests directly from Your Schedule.
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.