Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Agent Workspace - Activities
- Talkdesk Digital Engagement
- Talkdesk Workforce Management
Talkdesk Admin
- Move Users Between Teams: You can now move an agent from one team to another directly from the Teams page with a single click. Previously, this required removing the agent from their current team and then navigating separately to add them to the destination team. The updated workflow saves time and reduces the potential for configuration errors.
Talkdesk Agent Workspace - Activities
New filtering and visibility enhancements: Now, users enjoy more control over how they navigate and review interactions:
- A new multi-select “Channel” filter lets users narrow down activities by one or more channels.
- The “Activity Type” filter now supports multi-select, so users can view multiple activity types at once.
- A new multi-select “Via” (Touchpoint) filter enables further refinement by specific interaction touchpoints.
- Conversation Status (Opened/Closed) is now available as both a table column and a filter, helping users focus on open or closed digital interactions as needed.
Talkdesk Digital Engagement
- [Preview] Co-browsing with Voice and Digital Interactions: Agents can now launch real-time co-browsing sessions directly from voice, chat, email, WhatsApp, and SMS interactions, all without switching tools or losing conversation context. This helps resolve complex requests faster and keeps the entire support experience in a single, continuous thread.
- [Preview] Agentic Chat: Rich Visuals: Agentic chat conversations can now include interactive UI components (e.g., buttons, quick replies, forms, and carousels), replacing manual text input with guided visual interactions. This reduces customer friction and aims to improve task completion rates in AI-powered chat experiences.
Talkdesk Workforce Management
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Scheduling and forecasting enhancements: Resource Planners and Supervisors will have greater visibility and control with the following set of WFM updates:
- Schedule Change History provides a full audit trail of all agent schedule changes directly from Explore.
- Call Out Sick requests are now automatically processed, immediately updating the schedule and notifying supervisors without manual approval.
- Insights charts now display forecasted CVO and AHT alongside actuals, extending visibility up to two years out.
- The Team Schedule view now automatically hides non-WFM users to reduce visual clutter, allows Resource Planners to lock or unlock individual schedule events to protect them from automated optimization and bulk edits, and supports filtering by Event Type to instantly surface agents assigned to a specific activity.
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.