Freshdesk Contact Center
- 42 Topics
- 54 Replies
I’m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time. How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring
The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.
Hello Community,I am looking for a developper able to create a custom app in freshcaller which will :Identify a customer based on his customer Id which the customer will type on his phone when invited to by the SVI Choose their position in the call queue depending on the type of subscribtion (linked to the customer id) they have. (The higher the subscribtion the higher the position in the queue)
I’m trying to purchase a mobile number in Australia, but the system keeps asking to me, ‘CONTACT’ SUPPORT’, and just leads me to an email page to email their support team.This is on FreshCaller Btw. And I’m currently on a paid Freshworks plan. Just wondering if I need to first buy credits first before before buying a number?
I wish there was a configuration setting to stop FreshCaller from creating FreshDesk tickets for abandoned calls. We don't run our call center 24x7 so we have several abandoned calls during off hours, and a few during operational hours. The getting a couple of dozen unwanted tickets in FreshDesk every day for abandoned calls is annoying. I love how it creates tickets for Voicemails, because that is an action item we need to follow up on. However, calling back and abandoned call number rarely makes sense and we are not going to do it. There are all kinds of reasons people hang up and us calling them back is not something we want to do. If there were a simple flag that says, "create tickets for abandoned calls (yes,no)" so I have some control, that would be a great feature add and would reduce workload and frustration.
Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu
We just setup Freshcaller so our Receptionist can answer incoming calls. It placed it in a default queue that plays a greeting before attempting to ring and connect wiht the agent. Is there a way to skip the queue and just have it ring the agent directly with no recorded greeting.
I’m currently on trial with Freshdesk Estate Omnichannel to move my entire business to the freshworks suite and going through the new setup. I am unable to purchase FreshCaller numbers. It says “Contact Support”. I made a case yesterday and have yet to hear back on a resolution for what I thought was a simple request; If this is how a trial goes for a simple number purchase, what other issues can we expect from FreshWorks? My case is: #8782302
Has anyone else had this issue. We are not able to connect to any extension when placing a call to a customer if the extension has more than 1 digit when using the keypad.Our office using Chrome and I have confirmed that we have the latest version. We use Chromebooks as well.Any help would be greatly appreciated.
Hello CommunityWanted to know how many of the admin’s here would prefer Freshdesk Contact Center change the agent state to Offline when they RONA a call. Currently as it doesn't change the state on the dashboard supervisor’s see the agent as AVBL and wonder why the agent is not picking up the call, while the agent see’s themselves as AVBL and wonder why they are not getting the call. The fix is for the agent or supervisor to change the state manually (offline back to online).If the system puts the agent offline for missing the call, it would give an exact real time experience.RegardsART
Has anyone had trouble with Freshcaller's service level reporting? We've recently switched from Five9, and it seems like no matter how I try to calculate service level in Freshcaller we are consistently 5-10% lower than we should be. Even on a slower call volume day, our service level is still lower with Freshcaller. Any idea what I'm missing?
Hi,I am new to fresh works and trying to load an html design via cti_global_sidebar. As there is only few text over there I want to reduce the height also want to make some padding adjustments. Is there any way to overwrite the fresh desk styles. Please reply as early as possible.Attaching the screenshot.Thanks !!
In preparation for starting fresh caller, I wondered if it were possible to restrict access to customer notes to certain teams? We have a helpline where calls are confidential, however we work closely with our customer service team who take some of our calls if our clinical staff are all in a call, however due to the nature of the calls we would not be able to use the notes function if everyone can view them and not just those in the specific clinical group. If we could restrict access to the notes areas for these callers, it would help with repeat callers.
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