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Release Notes | May 16, 2022 | Conversations

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On Monday, May 16th, 2022, we will release a new version of Conversations.

 

Voice

This release includes the following new features and fixes for Conversations (Voice Channel):

 

New:

  • Configure Audio Devices: Besides being able to consult and test, Agents can now configure the audio devices to be used for audio input, output, and ringing. 

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To access this feature, click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2].

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  • Voicemail Greetings: Agents with dedicated lines and voicemail enabled will now be able to record, upload and set their personal voicemail greetings in Workspace. This greeting message will play whenever voice calls (that are assigned to Agents with dedicated lines) reach voicemail. 

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To configure a voicemail greeting, click on your Talkdesk CX Cloud avatar, and then choose Conversations Settings. There, Agents will be able to record [3] or upload [4] a message. 

Notes: 

      • The Voicemail Greetings setting will appear to all Agents (with dedicated lines or not), but the feature will only work for Agents with dedicated lines and that have voicemails enabled.
      • Only one Voicemail greeting can be set at a time. So, if you record or upload a new file, the existing message will be overwritten (at this time, it is not possible to delete a greeting message).
      • The maximum file size is 1 MB.
      • Talkdesk supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a supported format by using this tool.

 

  • Call Quality Feedback: Call Quality Feedback allows Agents to rate the quality of a call when it ends (from 1 to 5), in the Conversations Wrap-Up screen.

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Whenever the selected rating is below 3, a “What was wrong?” dropdown list will pop up, asking Agents to choose a reason for the low rating. The following options are available: 

        • “Dropped call”. 
        • “One-way audio”. 
        • “Broken audio or bad sound”. 
        • “Agent interface issue”.

The Call Quality Feedback feature is enabled on Talkdesk Main and can be set up for the whole account or for specific Agents:

        • Account: Main > Admin > Preferences > “Call Quality Feedback”.
        • Agents: Main > Admin > Agents > [select an Agent] > “Call Quality Feedback”.

 

  • Dial Short Numbers / Extensions: Agents are now able to dial short code numbers (also known as “Abbreviated Dialing”) and extensions (short internal numbers assigned to an employee, a project team, or a department) using Conversations. It will only be valid for new calls, and will not support call transfers or conferences.

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Note: This feature will not be enabled by default. To request enablement, please reach out to your Customer Success Manager.

 

Fixes:

  • Minor improvements and stability fixes.

 

For new Digital Engagement capabilities available in Conversations, please check our Release Notes section.

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