Check out the release notes and product notices from last week:
- Talkdesk Admin
- Talkdesk AI Agent Platform
- Talkdesk Automation Flows
- [Preview] Talkdesk CXA Operations Center
- Talkdesk Dialer
- Talkdesk Feedback
- Talkdesk Quality Management
- Talkdesk Quality Management Assist
- Talkdesk Workforce Management
- Talkdesk Zendesk Connector
- Product Notice: Zendesk Integration Migration to OAuth Authentication [Effective Oct 19, 2026]
- Product Notice: VDI Connect Multi-Provider Support at the Agent Level [Effective Oct 26, 2026] (Reminder)
Release Notes
Talkdesk Admin
- Recording and Retention: The Storage and Retention settings console has been expanded and renamed to Recording and Retention, providing administrators with a unified, tabbed interface to manage recording configurations.
- Live Monitoring During Active Calls: Admins can limit live monitoring to active calls, preventing unintended desktop monitoring while agents are idle.
Talkdesk AI Agent Platform
Authentication Gate: Sensitive Sub Agents and Skills stay locked until the customer session is authenticated, with unauthenticated requests routed to your authentication flow. Admins can define authentication conditions using fixed or computed variables and apply them at the Sub Agent or Skill level.
Talkdesk Automation Flows
Automation Flows is now generally available: Automation Flows lets teams design and manage event-driven automations on a visual drag-and-drop canvas. New triggers, reference tables, and Wait and Split steps make it easier to automate complex, time-based processes.
[Preview] Talkdesk CXA Operations Center
AI Agent Evaluation: This release features mixed scenarios, editable datasets, and JSON dataset storage. Teams can now test multi-turn flows and fixed-script cases from a single dataset and update datasets in place instead of duplicating them for every change.
Talkdesk Dialer
Outbound Dialer Campaign Records Dataset: Two new fields, "Record State" and "Closed Reason", in the Outbound Dialer Campaign Records dataset show which records have callbacks pending and why records were closed. Campaign managers get a more accurate picture of remaining work.
Talkdesk Feedback
Frequency Cap for Web Surveys: A frequency cap for web surveys lets Admins set a grace period between distributions. This prevents customers from receiving repeated survey invitations.
Talkdesk Quality Management
- QM Evaluation Metrics Default Dashboard: A new default Explore dashboard centralizes evaluation scores, volumes, and trends so supervisors can quickly spot top and bottom performers.
- Evaluator Team and Email Attributes in Explore Datasets: Granular reports can now have two new fields: Evaluator Team Name and Evaluator Email. Both attributes are available in the QM Evaluation Analysis and QM Random Sampling Explore datasets.
- Call Direction Filter in Random Sampling: Sampling rules can now target inbound, outbound, or both, so evaluations focus on the right interactions.
Talkdesk Quality Management Assist
Nested Dispositions Support: Nested dispositions are now supported in QMA AI Evaluation Rules and the Evaluations list. When configuring AI Automatic Evaluation Rules, Admins and evaluators can pinpoint specific interaction types at any disposition level.
Talkdesk Workforce Management
- Lock & Unlock Breaks for Intraday Reschedule: Locked breaks stay fixed during intraday re-optimization, protecting critical commitments while the rest of the schedule adjusts.
- Keyboard Shortcuts for Schedule Editing: Shortcuts for navigating, copying, pasting, and adding activities speed up Team Schedule edits.
- WFM Adherence Percentage Report: A new Explore report shows daily adherence trends, replacing manual spreadsheet rollups and helping supervisors spot recurring gaps.
Talkdesk Zendesk Connector
OAuth Authentication: The connector now authenticates with OAuth instead of API keys for a more secure connection. For full context, dates, and information, please see this Product Notice.
Product Notices
Zendesk Integration Migration to OAuth Authentication [Effective Oct 19, 2026]
VDI Connect Multi-Provider Support at the Agent Level [Effective Oct 26, 2026] (Reminder)
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.