Check out what's new from the prior week:
- Talkdesk Admin
- [Preview] Talkdesk Conversations (Voice Channel)
- Talkdesk Quality Management
- Talkdesk Studio
- Talkdesk Workforce Management
- Product Notice: Studio Redesign [Effective Oct 9, 2026]
Talkdesk Admin
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Firewall Configuration Update: New regional domain entries have been added to support enhanced load balancing and routing. Admins should add these domains to their firewall allowlist (ports 80 and 443) to avoid service disruption.
- US: td-messaging.meza.talkdeskapp.com, ws-us3.pusher.com
- EU: td-messaging.meza.talkdeskapp.eu, ws-eu.pusher.com
- CA: td-messaging.meza.talkdeskappca.com, ws-us2.pusher.com
- UK: *.talkdeskapp.co.uk, td-messaging.meza.talkdeskapp.co.uk, ws-eu.pusher.com
- Limit Transfer Destinations for a Queue: Admins can now restrict a queue's transfer destinations to a predefined allowed list instead of the full queue directory. This gives tighter control over call routing and reduces the risk of misdirected transfers.
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Business Logic to Display Dispositions: The logic used to display dispositions has been upgraded so agents always see the most relevant options, even when a queue isn't directly assigned. This reduces choice fatigue and prevents empty or broken disposition lists.
- Smart Filtering: Automatically shows the most specific disposition set available (Queue > Agent > Direction).
- Enhanced Transfers: Unique logic for Blind/Warm transfers ensures both initiator and receiver see context-aware options.
- Direct-to-Agent Support: Consistent behavior for direct calls and "Dedicated Agent" scenarios.
- Fallback Safety: A new "Global Inbound/Outbound" fallback prevents empty lists or system errors.
[Preview] Talkdesk Conversations (Voice Channel)
Call Timeline and Transfer Notes:
- For Admins, a single toggle in the appropriate settings allows control over whether notes are passed to the receiving agent during transfers. This global setting applies to all transfer types.
- Agents receiving a transferred call can now see a full timeline of the call's history, including who handled it, when, and any notes left by previous agents. This gives receiving agents immediate context, reducing repeat questions and improving the customer experience.
Talkdesk Quality Management
Bulk Actions in QM Evaluation List: Managers and evaluators can now select multiple evaluations and reassign them or approve AI-scored evaluations in a single step. This saves time on repetitive tasks and streamlines evaluation management for busy QM teams.
Recording Deletion via Public API: Call recordings can now be deleted programmatically through Talkdesk's public API. This gives customers greater control over data retention and compliance directly from their own systems.
Talkdesk Studio
Changelogs in Reference Hub: Admins now have a complete, centralized audit trail of every change made to Reference table data, including who made an update and when. This makes it easier to troubleshoot issues and support audit and compliance workflows.
Talkdesk Workforce Management
- Configuration Change History: Resource Planners can now view a full, filterable audit log of changes made to WFM configuration settings (queues, event types, break rules, teams, and agents). This makes it easier to investigate issues and maintain governance over WFM setup.
- Schedule Import API: Agent schedule events (shifts, time-off, breaks, meetings) can now be imported in bulk via a new API. This makes it easier to sync schedules from third-party HRIS or workforce planning tools.
- Forecast Import API: A new public API allows forecast data (CVO, AHT, staffing, shrinkage) to be imported directly into WFM. This lets customers use external forecasting models alongside Talkdesk's own tools.
Product Notices
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.