How can we help?

Release Notes | August 31, 2022 | Quality Management

Follow

On Wednesday, August 31st, 2022, we will release the following features and enhancements for Quality Management:

 

New:

  • Creating manual evaluations of Talkdesk native SMS and Chat interactions: The Quality Management application can now be used to evaluate chat and SMS interactions that occurred using our native DCE solution.

create_evaluation_1.png


Enhancements:

  • “Create evaluation from…” feature:
    • Users can now start the evaluation of a Voice, Chat, or SMS interaction right from within the QM Application with only the “InteractionID” identifier; QM will fetch all the information related to the interaction and load it automatically.
    • When creating an evaluation of an activity that occurred outside the Talkdesk platform, users will now be able to associate it with an Agent as well as assign it to a Queue/Ring Group to better control who has access to it.
    • The length of the URL/Reference can now go up to 2059 characters, allowing for more flexibility.

create_evaluation_2.png

For more information, please visit our documentation.

 

All Articles ""
Please sign in to submit a request.