Content Updated: Sep 21, 2022
Originally Published: Aug 17, 2022
This is a reminder of the Original announcement published on February 21, 2022, about the Upgrade to Agent Workspace and the deprecation of our legacy Callbar widget. Please keep in mind the following End of Support and End of Life dates for Callbar and legacy Agent tabs in Talkdesk Classic:
- End of Support: March 1, 2023 - No longer addressing fixes unless severe
- End of Life: Sep 1, 2023 - Removed; no longer accessible
With Talkdesk Agent Workspace Generally Available, we are beginning the process of upgrading all customers to the new and improved agent experience. We have planned a phased End of Life for our legacy Agent products to help you plan accordingly and ensure there are no interruptions to your day-to-day operations.
What is included with this upgrade?
Talkdesk Agent Workspace is accessible from anywhere, strikingly intuitive to use, and designed to deliver personalized customer experiences that build loyalty and drive revenue.
Talkdesk Agent Workspace is a significant enhancement over the legacy 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.
What is the impact of this upgrade?
With this enhancement, comes the End of Life of our legacy Agent products — Main Dialer, Talkdesk Callbar, and associated Agent tabs in Talkdesk Classic. You may continue to use the legacy agent products until the EoL dates. However, upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the product. Only P0 issues will be addressed. Upon End of Life, Talkdesk will no longer provide service or support and the applications will be removed from access at the End of Service date.
What action is required?
The upgrade process is straightforward and fully self-service to provide you maximum flexibility. We recommend that you review the Talkdesk Knowledge Base and Academy content linked below to fully understand the upgrade process and plan your strategy accordingly.
- Talkdesk Academy:
If you have any questions, reach out to your Customer Success Manager or email@example.com to discuss the upgrade process in more detail.