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Summary: Talkdesk Explore™ is evolving. Over the coming months, we are progressively upgrading the reporting platform that powers Explore, culminating in the general availability of Talkdesk Insights, a new analytics experience that brings conversational data querying, AI-generated insights, and your key operational metrics into a single view, targeted for December 2026. To deliver this upgrade, we will perform a series of scheduled maintenance activities between now and general availability. This article explains where we're going, what to expect along the way, and how to get early access. Impacted customers: Users of Talkdesk Explore. |
Where we're going: Explore Insights
Explore Insights currently available in Preview to selected customers. It reduces the time supervisors and admins spend analysing their operational data navigating between reports and dashboards by consolidating three capabilities in one page:
- Data Copilot: Ask questions about your historical data in plain language and get answers as charts, tables, or narrative summaries as if talking to a data specialist.
- Insights: AI-generated daily observations that highlight what changed in your contact center performance, and why, before you go looking.
- Key Metrics: A snapshot of your core operational KPIs like Total Contacts, Service Level, Abandon Rate, Average Handle Time, and Average CSAT Score.
See the Talkdesk Explore Insights article for full details.
How we get there: a continuous upgrade
Delivering Explore Insights at full scale requires strengthening the reporting platform underneath Explore. We began this work in August with a platform upgrade to Explore that moved reports, dashboards, and schedules to an upgraded platform version, laying the groundwork for richer historical analytics.
Between now and general availability, we will continue this work through a series of scheduled maintenance activities. Here is what you can expect:
- Advance notice, every time. Each maintenance window will be announced in advance on the Status Page and in Service Health, referencing this article for context.
- Minimal, short-lived impact. During specific maintenance windows, you may experience brief slowdowns or momentary visual inconsistencies in Explore. Reports, dashboards, schedules, and your historical data are preserved throughout.
- Proactive communication on anything bigger. If at any point we anticipate more significant impact, we will notify affected customers ahead of time with details and timing.
- Functional changes documented. Any change that affects how Explore works is published in the Explore Release Notes.
No action is required. Reports, dashboards, and schedules will carry forward automatically at each step.
Get early access: join the Preview
Explore Insights and Data Copilot are available today through the Talkdesk Preview Program, ahead of general availability. Participants get complimentary access for their team and a direct feedback line to the Product team as your input shapes the final product.
If you'd like to be among the first to use it, reach out to your Talkdesk Representative.
Timeline at a glance
| When | What |
|---|---|
| August 2026 | Explore platform upgrade with progressive rollout (completed; see Release Notes) |
| September–November 2026 | Scheduled maintenance activities, announced individually on the Status Page and Service Health |
| November 2026 | Major upgrade window: announced with detailed impact information in advance |
| December 2026 (target) | Explore Insights general availability |
Resources
If you have any questions or concerns, please contact your Talkdesk representative or the Customer Care team via the Talkdesk Support Portal. Stay updated with important Talkdesk product alerts by subscribing to the Talkdesk Weekly Digest, see how here.