On Monday, May 16th, 2022, we will release a new version of Talkdesk Digital Engagement™.
This release includes the following new features for Digital Engagement:
- Studio Routing to Inbox
This component will allow you to send conversations directly to the Inbox of the selected Queues. You can use this component to guarantee that no conversation gets lost when no Agents are available.
- Sorting & Filtering in Inbox
Adding the filtering option will help refine search results. With the filtering option, when the inbox is full of items, the queue can be filtered using some of the pre-defined criteria, such as channel or date/time to find specific items. You can also use the sorting option by selecting the order in which the items in the queue are presented: from oldest to newest (the default option) or from newest to oldest.