On Monday, May 30th, 2022, Talkdesk® is releasing a new version of Workforce Management.
This release features the following enhancements:
- Change Event Type: It is now possible to change “Event Type” in Agent Request.
On the “Request” page, click on one request and select the “Event Type” dropdown below. The “Agent Request” page will also display that the “Event Type” has changed.
- Queue Forecast Quality: Improved forecast quality for queues with big variations of volume during the same day.