Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Copilot
- Talkdesk Digital Engagement
- Talkdesk Explore [Preview]
- Talkdesk Quality Management Assist
- Talkdesk Studio
Talkdesk Admin
SAML — Extra Certificate Upload: Administrators can now upload additional SAML certificates in advance of a certificate rotation. This eliminates SSO login downtime when certificates expire.
Talkdesk Copilot
- Voice Transcripts via Transcripts Card: Voice transcripts are now viewable directly in the Activities app, with new admin controls to delete them on demand. This gives customers with Interaction Analytics or Copilot greater visibility and control over voice interaction records.
- Enhanced Disposition Recommendations: Copilot now uses your Disposition Descriptions to generate smarter post-call suggestions. This helps Copilot distinguish between similarly named dispositions for more accurate recommendations.
Talkdesk Digital Engagement
- Comprehensive Historical Reporting: Explore's Messaging Contacts dataset now includes team-specific fields, enabling analysts to report on digital contacts by team. This gives supervisors clearer visibility into team-level digital performance.
- Real-Time Operational Monitoring: Supervisors can now use Talkdesk Live to filter four key Live widgets (Live Agents List, Avg Handle Time, Live Contacts List, and Answered Contacts) by team. This makes real-time monitoring easier for teams managing digital interactions.
[Preview] Talkdesk Explore
Talkdesk Explore Insights: This new preview feature brings historical data Q&A, AI-generated performance insights, and key KPIs into a single landing page. This helps Admins and supervisors spot and diagnose contact center performance issues faster, without switching between reports.
Talkdesk Quality Management Assist
- Agent Talk Duration: Admins can now set AI evaluation rules based on Agent Talk Duration instead of total call duration. This gives a more accurate measure of agent engagement when deciding which interactions qualify for evaluation.
- Autopilot and Feedback excluded from Evaluations: QMA now automatically excludes Autopilot responses and customer feedback segments from evaluations. This ensures AI evaluation scores reflect only the agent's actual contribution.
Talkdesk Studio
Changelogs in Reference Hub: Admins can now access a full audit trail of changes to Reference table data directly in Reference Hub. This makes it easier to troubleshoot issues and support compliance and audit workflows.
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.