Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Conversations (Voice Channel)
- Talkdesk Financial Services Experience Cloud for Banking
- Talkdesk Quality Management Assist
- Talkdesk Workforce Management
Release Notes
Talkdesk Admin
Search for a team in the Teams app: Administrators can now search for any team directly within the Teams app, immediately filtering the list without scrolling or paginating through the full account team list. Also, search by partial name, search with no case-sensitivity limitations, and get result updates instantly.
Talkdesk Conversations (Voice Channel)
Use Keypad Before Outbound Call Connects: Agents in applicable accounts can now use the keypad to send Dual-Tone Multi-Frequency (DTMF) digits during the ringing phase of manual outbound Public Switched Telephone Network (PSTN) calls. This allows agents to navigate IVRs or bypass spam-screening systems that require input before the call is answered.
Talkdesk Financial Services Experience Cloud for Banking
Create team-based configurations within Industry Settings: Deliver distinct role-based banking workspaces from a single Talkdesk environment, ensuring agents only see tools, cards, and settings relevant to their responsibilities. This means Admins can create and manage multiple configurations and assign them to individual teams, allowing agents to focus on role-specific tools and workflows.
Talkdesk Quality Management Assist
- Per-Question Evaluation Modes: Admins can now configure how each question in a form should be evaluated by selecting modes individually. This provides greater flexibility and opens automated and manual scoring within the same form.
- AI-Powered Question Rewrite: Evaluation questions can now be rewritten directly using generative AI. The feature transforms manually written questions into structured prompts optimized for AI evaluation, helping optimize scoring consistency and effort.
Talkdesk Workforce Management
- [PREVIEW] Copilot - Forecast Summary: Resource planners can now generate an AI-powered narrative directly in the forecast page, instantly summarizing daily forecast performance, including deviations, anomalies, and highlights. This eliminates manual interval-level analysis and delivers consistent, data-driven insights at a glance.
- Shrinkage Report: The new Shrinkage Report turns non-productive time into a measurable, actionable metric. Resource planners control the rules with configurable shrinkage categories and event-type classification.
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.