Check out what's new from the prior week:
- Talkdesk Admin
- Talkdesk Conversations
- [Preview] Talkdesk CXA Operations Center
- Talkdesk Digital Engagement
- Talkdesk Embedded
- Talkdesk Explore
- [Preview] Talkdesk Financial Services Experience Cloud for Banking
- Talkdesk Interaction Analytics
- Talkdesk Scheduled Callbacks
- [Preview] Talkdesk Studio
- Talkdesk Workspace Desktop App
Talkdesk Admin
- External ID in Bulk Export: Bulk user exports include External ID settings, so this data sits alongside other user information in one file.
- Status Filter in Teams App: A new activation status filter in the Teams app makes it faster to spot active and inactive agents.
Talkdesk Conversations
Horizontal Navigation Layout Experience now GA: The Horizontal Navigation Layout moves from Preview to General Availability, giving agents on smaller screens a compact way to navigate active conversations and call controls without losing context.
Talkdesk CXA Operations Center
[Preview] Custom Metrics for Talkdesk AI Agent Evaluation: Custom Metrics let you define quality and process criteria once and reuse them across evaluation scenarios, alongside existing metrics like Goal Accuracy and Instruction Adherence. This cuts down the effort of keeping evaluation criteria consistent as scenarios scale.
Note: Available in Preview inside AI Agent Platform; moves to CXA Operations Center at General Availability.
Talkdesk Embedded
- Talkdesk Embedded 3.0 is GA: This feature is now generally available for Custom Integrations and out-of-the-box integrations (Zendesk, ServiceNow, Dynamics 365, HubSpot, PegaCRM, and Oracle), with a more stable and reliable connection.
- New Reconnect Button: Located in the status bar, the new button restores a dropped CTI connection without a page refresh.
Talkdesk Explore
Progressive rollout of Explore platform upgrade: Report and dashboard filters have a refreshed design, with the timezone selector relocated directly into Edit mode and scheduled/sent reports now consistently showing data in the account's timezone. This makes filtering faster and reporting more predictable across the board.
Talkdesk Financial Services Experience Cloud for Banking
Note: Available in Preview to existing Talkdesk Financial Services Experience Cloud for Banking customers with a core banking system integration.
[Preview] Talkdesk for Financial Centers: This new feature brings Talkdesk beyond the contact center into bank and credit union branch locations, unifying in-person and remote customer interactions in one view. Branch employees gain the same omnichannel tools and journey visibility that contact center teams already rely on.
Talkdesk Digital Engagement
Enhancements to “All open” view: Queue scope now applies to the supervisor's "All open" view, filtering it to only their assigned queues, along with queue and agent dropdowns. This streamlines filtering and strengthens data privacy by preventing unauthorized access to cross-departmental conversations.
Talkdesk Interaction Analytics
Interaction Analytics for Any Contact Center: Interaction Analytics extends to organizations running third-party contact center software, regardless of voice infrastructure. This opens up conversation insights without requiring a change to the existing platform.
Talkdesk Scheduled Callbacks
Digital Channel Support for Callback Scheduler: The Callback Scheduler extends into Digital Conversations, covering Email, SMS, Chat, WhatsApp, and Facebook Messenger. This lets customers move from a messaging channel to a scheduled call without repeating their issue.
Talkdesk Studio
- [Preview] Flow Validation Warnings: The Flow Validation Panel now includes a Warnings tab that flags flow inconsistencies (e.g., invalid functions, arguments, conditions, or uninitialized variables) without blocking publishing. This gives Admins visibility into potential issues while keeping full control over when to resolve them.
- [Preview] Context Manager: A new Context Manager gives builders a single place to view, add, edit, delete, and reorder all context variables in a flow, including setting initial values and seeing where each variable is used. This makes managing flow variables clearer and more consistent across Talkdesk apps.
Talkdesk Workspace Desktop App
Version 3.2.0: This release upgrades the app's underlying engine to Electron 40 for improved performance, security, and stability, and fixes an issue where cancelling the app-quit confirmation could prevent screen recording from displaying correctly.
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.