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Summary: On Jul 13, 2026, Talkdesk will start the progressive rollout of a change to the business logic that determines which disposition sets are displayed to agents after an interaction. Impacted customers: All accounts using Talkdesk Dispositions. |
What is changing and why
Today, when an interaction has no assigned queue (for example, direct-to-agent calls, conferences, or some transfer scenarios), the system cannot reliably determine which disposition set to display. As a result, agents see all available disposition sets, increasing wrap-up friction and the risk of incorrect selections.
Impact & Action Required
Agents will notice an immediate improvement: Disposition sets shown after an interaction will be filtered to only those relevant to the specific call type and queue. This reduces choice fatigue and the risk of mis-categorization. There is no risk of data loss. It is purely a visibility and logic update.
No manual migration of data is required. However, Admins after the update should:
- Review Configurations: Ensure that "All Inbound" and "All Outbound" disposition sets are properly set up in case the system fails to identify a specific queue from the configured settings. See how here.
- Verify Transfers: Review complex transfer workflows (Warm/Blind) to ensure the mapped queues align with the intended disposition sets.
Time and Duration
This update will be progressive and rolled out across all customers starting Jul 13, 2026.
Resources
- For full details about the upcoming change, see in this article.
- Check our release note.
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If you have any questions or concerns, please contact your Talkdesk representative or the Customer Care team via the Talkdesk Support Portal.