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Release Notes | March 31, 2022 | Talkdesk Quality Management

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On Thursday, March 31st, 2022, we will release the following features to Talkdesk Quality Management™.

New:

  • Custom Headers: The Header feature allows users to add a header section on the top of the forms so that when performing an evaluation, the evaluator can add more context to the call/evaluation (if needed). The options added on the “Headers” tab will not be scored.
  • Branching option: The Add Branching option provides a way to build a form with optional questions that are shown when specific answers are selected.
  • Single and Multi-select dropdown: The new dropdown question type provides the ability to add up to 600 options in a dropdown that can be configured to accept single or multiple choice answers. This dropdown also incorporates a search option and the ability to sort in alphabetical order, if desired.
  • Percentage-based Random Sampling: With this option, the configuration of a Random Sample rule can now be configured to use a percentage of the calls to be picked to be evaluated.
  • “Delete by” configuration for Random Sampling: In order to keep the workload organized and clean, we’ve added an optional configuration that allows defining a date to delete the “To-do” evaluations created using the Random Sampling rule, in case they haven’t been completed by an evaluator at that time.

For more information, please read our Quality Management documentation.

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