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Release Notes | April 28, 2022 | Talkdesk Live

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On Thursday, April 28th, 2022, we will release the following enhancements and features to Talkdesk Live™ in Workspace:

 

Enhancement:

  • Live Audio Monitoring: This feature, included and available for all Talkdesk customers, allows Supervisors to silently monitor an agent call in real-time to help assure interaction quality. It also allows Supervisors to provide real-time assistance to agents via the barge capability. It can be used to help with onboarding and training new agents, periodic quality checks, as well as assisting when new processes, products, or services are introduced.

 

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New :

  • Live Screen Monitoring: This feature, only available for Talkdesk customers who have Screen Recording enabled, allows Supervisors or Managers to monitor an agent’s screen in real time with or without an ongoing call.

 

Note: To allow for live screen monitoring, agents must use the Callbar Electron or Conversations Workspace Desktop version (as opposed to the web-based one). 

 

For more information, please consult our documentation.

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