Release Notes | June 16, 2022 | Talkdesk Performance Management

On Thursday, June 16th, 2022, Talkdesk is introducing a new feature and enhancements to Talkdesk Performance Management.

 

New:

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  • “Challenges”: This gamification feature equips management to officially challenge agents to do their best work.  These time-bound contests with specific goals drive agent engagement and improved results. Challenges offer named awards, built-in notifications, intraday result updates, plus applause and coaching actions.

 

Enhancements:

  • “Average Hold” Measure: This new measure surfaces the average amount of time an Agent is using “Hold” across all Inbound Voice calls. This popular customer request helps manage “Hold” usage for improved customer experiences.
  • “Average After Call Work” Measure: This new measure surfaces the average amount of time an Agent is using “After Call Work” across all inbound voice calls.  This popular customer request helps manage “After Call Work usage” to improve agent productivity, reduce customer wait times, and improve service levels. 

 

For more information about Talkdesk Performance Management, please read our documentation.

 

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