On Tuesday, May 31st, 2022, we will release a new version of Talkdesk Digital Engagement™.
This release includes the following new feature for Digital Engagement:
- Configurable Capacity for Digital Channels:
The Configurable Capacity feature will allow you to configure the weights of SMS, Chat, and Email from 1 to 100 points at the account level. Agents will continue having 100 points of capacity, but the value that each conversation weighs can change according to business needs.
These values are not retroactive, which means that once the settings are changed they will only be applicable to new conversations.
Note: Voice conversations will continue having a fixed value of 51 points, and the capacity model will still only be available for Push model (conversations that reach the Agent through the “Assign Agents to Message” component in Studio).