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Upgrade to Talkdesk Workspace: FAQ

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General Upgrade

Agent Workspace Functionality

Talkdesk Workspace v. Talkdesk Classic

Integrations

Reporting

Improvements / Feature Requests

 

General Upgrade Questions

Questions related to how to upgrade to Talkdesk Workspace, the impacts that it may have, and the respective timelines for sunsetting each classic product.

 

Why will users get excited about Talkdesk Workspace?

Talkdesk Workspace is a significant enhancement over Talkdesk Classic. 

  • All the tools and data your agents need to quickly resolve customer issues are now unified on a “single pane of glass,” providing streamlined workflows and rich customer context across the entire customer journey.
  • Talkdesk Workspace can easily integrate with any third-party application required by your business or industry using "clicks not code" ensuring your team always has quick access to the tools they need.
  • Reduce learning time, promote adoption, and provide a satisfying user experience with consistent design elements that create a familiar experience between channels, applications, and integrations. 
  • The look, feel, and functionality of Talkdesk Workspace can be personalized for any role in the customer journey to ensure each team has the information and capabilities that match their specific needs.

Talkdesk Agent Workspace is tailored for the agent experience and unifies four core capabilities (Conversations, Activities, Voicemails, and Contacts) on a single screen, empowering agents to work more efficiently and effectively.

 

What is the timeline for moving from Talkdesk Classic to Talkdesk Workspace?

  • Main Dialer:
    • End of Support: March 14th, 2022.
    • End of Life: June 30th, 2022.
  • Callbar & legacy Agent tabs in Main:
    • End of Support: October 1st, 2022.
    • End of Life: March 31st, 2023.

 

Is it an option to switch from Main Dialer to Callbar as a temporary solution?

Yes, it is an option. Main Dialer is planned to be removed from service on June 30th, 2022, however, Callbar will only be available for a limited period of time. 

More details can be found here.

 

Is there a way to upgrade some users to Talkdesk Workspace before upgrading it for all users?

Yes, the enablement of Talkdesk Workspace is done by app and by user/role, allowing customers to progressively upgrade their users to Workspace.

More details can be found here.

 

Does Talkdesk Workspace have an additional cost?

No, using Talkdesk Workspace does not change any contractual terms.

 

How will the Main Dialer users’ auto-upgrade happen after June 30th, 2022?

Beginning June 30th, all users actively using Main Dialer (those who have received or performed at least one call using Main Dialer over the last 15 days), will be automatically upgraded to Talkdesk Workspace.

After June 30th, Main Dialer users will progressively notice the following changes:

  • Conversations will be enabled.
  • Talkdesk Workspace will become the default login experience (instead of Talkdesk Classic).
  • Widget Mode will be enabled (if not already).
  • The option to change from web/widget mode in Talkdesk Classic will be removed (if not already).
  • The Main Dialer in Talkdesk Classic will be removed.

 

All our users work with Callbar, will they be affected by the End of Life of Talkdesk Classic?

Yes. Callbar is planned to be removed from service on March 31st, 2023.  More details can be found here.

 

From all Talkdesk Workspace possible add-ons, which ones are needed just to replace the same functionality as Talkdesk Classic?

Conversations replaces Callbar and Main Dialer. The classic Agent tabs in the Main area are replaced by Contacts, Voicemails, and Activities (these three are installed and enabled by default in all Talkdesk accounts).

 

Is training available?

Yes! Our Talkdesk Academy offers a host of free training resources for the Agent, Supervisor, and Administrator roles.

Visit Talkdesk Academy to learn more.

 

What is the upgrade path from Callbar?

Follow the short step-by-step guide for instructions on how to upgrade to Workspace.

 

The Callbar app was very simple in its design and function; what is it about the new Workspace that individual contributors (in our case, front-line support agents) will get excited about?

Talkdesk Agent Workspace is a significant enhancement over the classic Talkdesk agent experience. All the tools and data your agents need to quickly resolve customer issues are now unified on a “single pane of glass,” providing streamlined workflows and rich customer context across the entire customer journey. Talkdesk Conversations, Activities, Voicemails, and Contacts are the core components of Agent Workspace, but any Talkdesk, third-party, or internal application can be easily extended into the Workspace as a card or a tab to create the ideal interface for your organization.

 

Can we switch from Main Dialer to Callbar as a temporary solution?

Yes, you can. The End of Life date for Callbar is on Mar 31st, 2023. For Main Dialer, this date is sooner, June 30th, 2022. If you are not ready or comfortable yet to start using Agent Workspace you can move to Callbar in the short term.

 

How can I automatically find out about new releases and updates?

Please follow our Release Notes page for updates on new features.

 

Agent Workspace Functionality

Questions related to Agent Workspace: Conversations, Contacts, Voicemails, and Activities.

 

Is there feature parity between Agent Workspace and Talkdesk Classic? If not, when?

There are a few Talkdesk Classic capabilities that have not yet been added to Agent Workspace. Delivering these features and improvements to Agent Workspace is our top priority.

For full visibility into which features are still missing and when they are expected to be added, please contact your CSM.

For updates, subscribe to our Release Notes by pressing the "Follow" button on this page.

 

When will the ability to avoid users selecting the Outbound Caller ID “Default” option be available?

This feature is already available in Conversations. Please see the respective Release Notes.

 

When will the ability to dial Favorites (not transfer to Favorites) be available?

This feature is already available in Contacts. Please see the respective Release Notes.

 

When will the Audio Device Management be available?

This feature is already available in Conversations’ settings. Please see the respective Release Notes.

 

When will the ability to use an external device be available?

We are currently working on this feature and it is prioritized to be delivered in the near future. Be on the lookout for updates shortly.

 

What are the voice-related features of Talkdesk Workspace in addition to Talkdesk Classic?

You can learn more about Agent Workspace and its capabilities in this Knowledge Base article.

 

Will agents be able to access recorded calls for listening/training in Agent Workspace?

Yes, this feature is already available in Activities. You can see more details about the Call Recording feature and the Activities area.

 

Are agents able to set up their own Voicemail Greetings for their direct lines?

Yes, this functionality is already available in Conversations’ settings. Please see the respective Release Notes.

 

When will the functionality of Blind Transfer be available?

This feature is already available in Conversations. Please see the respective Release Notes.

 

Is there a way to see how long a caller has been on hold during a call?

Yes, a timer will start counting every time an agent puts the caller on hold.

 

Will the voicemails still send emails to the relevant email address we have logged/the relevant emails in the ring group or only live in the new platform?

Yes. There are no changes to any voicemail automation.

 

Is there a way to force agents to set a call disposition?

It is possible to remove the “Dismiss” option. Please contact your CSM.

 

Will there be functionality added for warm transfers in Conversations for voice calls?

Yes, it is already possible to consult a third party before deciding to transfer the call.

 

Can we use Conversations on our smartphones?

Yes. Know more about Conversations Mobile App here.

 

Will the Conversations Mobile App change when we make the switch?

No, the experience will be the same.

 

Will we be able to transfer a call while the caller is on hold?

For now, this is only possible when initiating a Blind Transfer. For other types of transfers, please ask your CSM to open a Customer Request if this is important for you.

 

We are waiting on a fix within Agent Workspace that will stop the system from randomly selecting a ring group if the phone agent leaves it on default.  Do you know when that will be implemented?

Yes, this fix is already available in Workspace.

 

Can we customize the Agent Workspace dashboard/cards/widgets?

Not yet, please follow our Release Notes page for updates on new features.

 

Can we use the desktop version for calls and the web for reporting?

Yes, however, the same user can't have Conversations open in two different instances. The system will ask the user which instance they want to use.

 

Will agents still be able to access recorded calls for listening/training in Agent Workspace, as they have been able to from the webpage in the past?

Yes, agents still have access to recorded calls.

 

Upon testing, the blind transfer is not working on Agent Workspace. When will it be fixed?

Blind transfer and the ability to conference and introduce a call before transfer are now available in Agent Workspace.

 

Will Agent Workspace have the ability to use an external phone, where the call is forwarded to your personal phone?

We are currently working on this feature and it is prioritized to be delivered in the near future. Be on the lookout for updates shortly.

 

Are Agents able to set up their own voicemail greetings for their direct lines?

Yes, this feature is available in Agent Workspace.

 

 

Talkdesk Workspace v. Talkdesk Classic

Questions related to the overall experience in Workspace, its features, and differences or improvements in relation to the Talkdesk Classic products.

 

Can we get automatic notifications by email when new features are added to Workspace?

Yes, for updates subscribe to our Release Notes by pressing the "Follow" button on this page.

 

Can we use the Talkdesk Workspace desktop version for calls and the Talkdesk Workspace web version for reporting?

Yes, you can. However, the same user can't have Conversations open in more than one instance. The system will ask the user which instance to use.

 

Is it possible to monitor calls in Talkdesk Workspace?

Yes, this feature is already available. Please see the respective Release Notes.

 

When will the Talkdesk Administrator functionality be available in Workspace?

We are currently working on this feature and it is prioritized to be delivered in the near future. Be on the lookout for updates shortly.

 

Can we customize the Workspace dashboard/cards/widgets?

Yes, any Talkdesk application or third-party application can be extended into Workspace as a tab or a card. The look and feel of each tab and card can be customized to create a consistent experience. Please contact your CSM for more details.

 

Will all of our settings translate over?

Yes, your settings will translate over.

 

Is there a better browser to use over another?

Google Chrome is the officially supported browser for Talkdesk Workspace.

 

Is there a native Chromebook application for Talkdesk Workspace?

No, currently we don’t have it. If this is important for you, please ask your CSM to open a Customer Request.

 

Is there a warning before closing the Talkdesk Workspace?

If you are using the Talkdesk Workspace web version, your Operating System should ask you to confirm that you want to leave the browser window.

 

Is Studio available in Talkdesk Workspace?

Yes, you can access Studio in Talkdesk Workspace.

 

We have been trying Talkdesk Workspace, and our admins can revert to Classic easily, but non-admins cannot. Why is this?

Admins can manage role permissions to enable access to Talkdesk Workspace apps.

 

How should we enable Live Chat?

For better guidance on how to enable Live chat, please consult the article Configuring the Chat Channel.

 

Will Talkdesk Workspace update in the same way, as Callbar new releases become available?

The Workspace Web version is automatically updated with no action needed from the user. In the case of the Workspace Desktop version, it needs to be manually updated by the users.

 

Will WhatsApp be available on Talkdesk Workspace?

This feature is currently on Early Access release. We are working and prioritizing it to be delivered in the near future. Be on the lookout for updates shortly.

 

In case we are using Talkdesk just for Live Chat, do we need to have the Talkdesk CX Cloud Experience set to "Yes"?

When the option Talkdesk CX Cloud Experience is set to “Yes”, all users in your account will be directed to Talkdesk Workspace on the login. Since Live Chat is one available channel in Talkdesk Workspace, we recommend setting this option to “Yes”.

Keep in mind that you can also edit the login experience for individual agents:

  • Admin > Agents > Select the Agent > Talkdesk CX Cloud Experience >“Yes” in “Override Account Settings” > Turn toggle on > Save.

 

What are the reasons for recommending the Workspace Desktop version?

Our standard recommendation is for customers to use the Workspace desktop because it combines the inherited benefit of a desktop app - i.e., it eliminates the browser tabs noise - with key features such as "Always on top" and call focus.

 

Is the ability to extend (or turn off) the After Call timer, if set for a number of seconds by clicking on the After Call status again, available in Agent Workspace?

The ability to extend the ACW timer is on our roadmap, but we do not have an exact delivery date, as of yet.

 

Is it currently possible for an agent to access Talkdesk Workspace in the state it was in before closing the session?

Yes, you can configure the Agent Default Status.

 

Is the function to choose "Favorites" available as it was in Callbar?

Yes, this feature is already available in Workspace.

 

In Agent Workspace, where do I click to sync with CRM Dynamics?

You can use the contact pop feature in the Contact details card.

 

 

Integrations

Questions related to the integrations that you may be using currently in classic products and others that you want to start using in Workspace.

 

Do all integrations that support Callbar now support Talkdesk Workspace?

Yes, all integrations are supported in Workspace.

 

Will there be any change with my integration with Autoreach in Workspace?

This integration will work exactly the same. 

 

Will there be any change with my integration with HelpScout in Workspace?

This integration will work exactly the same. 

 

Where can we find more information on the integrations?

It is possible to consult all our available integrations on the Talkdesk website and on the AppConnect marketplace. In case of questions and doubts related to any of the integrations, you can always consult our Knowledge Base area or contact your CSM.

 

Can we use chat to voice with other chat platforms, like Quiq?

At this moment, there is no integration with Quiq available. If this is important for you, please ask your CSM to open a Customer Request.

 

Does Talkdesk Workspace have integration with Oracle CX Sales?

At this moment, there is no integration with Oracle CX Sales available. If this is important for you, please ask your CSM to open a Customer Request.

 

Our company uses a proprietary CRM and Intercom for Livechat on our website. Will we be able to integrate Intercom into this Agent Workspace? 

The integration with Intercom in Agent Workspace works in the same way as it does in Classic.

 

Will the Relate To feature be available during the After Call Work in the future?

Yes, this is already available. Please reach out to your CSM to enable it.

 

How is Salesforce integration different in Talkdesk Workspace? Will we need to train the users on any changes?

We've been noticing this is a common question and we want to assure you that the Salesforce integration will not be affected by the Upgrade to Talkdesk Workspace.

In Talkdesk we are proud to have such complex integrations that help the different tools to complement themselves in order to enhance your contact center operations. When Upgrading to Talkdesk Workspace, we want to guarantee that your integrations will stay untouched and the configurations will be the same!

 

Can Talkdesk Workspace integrate with external CRM systems and show a customized view (tasks, leads, opportunities)?

Today, it is possible to show customized views. For more information on this topic please contact your CSM.

 

 

Reporting

Questions related to the reporting area of Workspace.

 

With the upgrade to Workspace, will I lose any reporting functionality or default automated reports I have created now?

No, everything will remain the same.

 

Is there a way to see how long the call that is answered by an agent was in the queue waiting?

We are currently working on this feature and it is prioritized to be delivered in the near future. Be on the lookout for updates shortly.

 

Will Talkdesk Workspace have reporting options (dashboard) for users to see their daily individual and team stats? E.g. total calls, % available/not available, logged-in time, % of calls answered, etc.

It is currently possible to see in Talkdesk Workspace those metrics by ring group and by team, not individually per agent. 

If having these metrics per agent is important for you, please ask your CSM to open a Customer Request.

 

 

Improvements / Feature Requests

Questions and suggestions related to improvements for Workspace. In this case, the best approach is always to engage with your CSM so that we can create a Customer Request.

 

Any way to move the Relate To case field to be on the same page as dispositions?

Not yet, please follow our Release Notes page for updates on new features.

 

Will there be an ability to see how long the call that is answered by an agent was in the queue waiting?

Yes, queue waiting time is a feature planned for Fall'22 (September). Please follow our Release Notes page for updates on new features.

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