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Release Notes | March 30, 2022 | Talkdesk Workforce Management

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On Wednesday, March 30th, 2022, Talkdesk® is releasing a new version of Workforce Management

 

This release features the following enhancements:

Enhancements:

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  • Partial day time-off: Agents can perform time-off requests with a minimum duration of 1 hour and configurable to the minute. This gives time off requests more flexibility, as it more accurately represents the reality of most contact centers.

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  • Contextual Insights for Time off requests: Resource Planners can make an informed decision while approving time off requests thanks to the contextual information displayed on the request. Viewing the number of people who belong to the same queues and are off, as well as the metrics of these queues, allows for better decision-making. This lowers the cost and impact of time off periods within contact centers.
  • It is now possible to select the time zone on “Time Series” and “Schedule Reports”.
  • The team name and the display name of “Agent Status” on the “WFM Schedule Adherence” dataset and the “WFM Schedule Adherence” default report, now reflect the corresponding information captured during the period of the respective adherence record.
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