On Monday, April 4th, 2022, we will release the following new features, and enhancements, for Talkdesk Digital Engagement™:
- Default Dashboards
Configure your ideal dashboard based on Digital Engagement datasets that are now available in Explore:
- Digital Engagement.
- Friendly Name for SMS Touchpoints
On the SMS touchpoint settings inside the Channels app, it is now possible to edit the “Friendly Name” for each SMS number, giving your Agents the possibility to easily identify the purpose of the interaction. For the same phone number, you can only have one “Friendly Name” for voice and another for SMS. The “Friendly Name” will initially appear as “N/A” and a preferred name can then be selected, which will only be associated with the SMS channel (not applicable for voice).
- Wrap-up Improvements
In order to provide a more adequate metric regarding the effective duration of each contact, “Wrap-up” duration will be detached from the “Contact Duration”. This way, you will be able to easily visualize the time spent on interaction and the wrap-up phase separately.