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Freshdesk Contact Center

Freshdesk Contact Center

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tckstevensApprentice

posted in Freshdesk Contact Center

Callers Stuck in Wait Queue Even Thought Agents are Available

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

2 months ago

rhea.desouzaCommunity Manager

published in Freshdesk Contact Center

Ask the expert: Set your contact center up for successAsk the expert

Freshdesk contact center users - this one is for you! The Freshdesk contact center empowers remote support and sales teams, enables collaboration, helps you get to know your customers better, and have personalized voice interactions through high-quality and secure calls.In our next Ask the Expert session, we have @harshaa.sridhar in the house! Get the complete low-down on how you can set up your Freshdesk contact center successfully. A little bit about HarshaaHarshaa is the technical account manager at Freshworks for over 3 years, extremely passionate about working and product development. In her spare time, she loves soap making and gardening (pretty cool?) Here are a few questions you can ask in the comments section below -- How to route customer calls efficiently? What are some essential capabilities that I need to look for in a contact center software? How to equip agents to answer customer queries effectively? This thread is open from May 12 - May 20. Share your questio

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1 month ago

eric.sawyerApprentice

posted in Freshdesk Contact Center

Abandoned Calls creating FreshDesk Tickets Automatically

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.

2 years ago

ArturApprentice

asked in Freshdesk Contact Center

ClaraFsdContributor

asked in Freshdesk Contact Center

Freshworks Helpdesk receives no tickets

Hello everyone, We noticed that in our freshworks helpdesk no tickets are coming in. We already wrote several test emails, but nothing has arrived. Anyone has an idea whats goin on? Cheers

3 months ago

David TApprentice

asked in Freshdesk Contact Center

'Contact Support' keeps popping up when trying to buy a mobile number in Australia

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?

10 months ago

damiaalApprentice

asked in Freshdesk Contact Center

Incoming Calls - skip call queue message

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.

6 months ago

grayesonContributor

asked in Freshdesk Contact Center

#8280713 How to purchase local phone number in Perth Western Australia?

Hello, We submitted a ticket two days ago as we have to contact support to purchase a local number.Can someone please get back to us. Thanks.

1 year ago

robestevezApprentice

asked in Freshdesk Contact Center

Purchasing Local, Toll Free, and Mobile Australian Numbers.

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

5 months ago

FloApprentice

asked in Freshdesk Contact Center

Redirect callers directly to the voicemail

Hi,Do you know how I can setup freshcaller in order to redirect callers directly to the voicemail? Without Welcome Message.Regards,Florent

1 year ago

malikmuzammal256Apprentice

posted in Freshdesk Contact Center

The Service Reporting

1 year ago

markwillTop Contributor

asked in Freshdesk Contact Center

Frustrated at having to burn agent on admin account

I am a so-called solopreneur. As such, I consider even apparently small costs, since they all add up. I have just signed up to FreshCaller, with a single agent license. That license is supposed to be for a Virtual Assistant who handles phone-based customer support for me. I have just learned that my single agent license has to be used for my admin account. That makes no sense to me. I understand that I MAY wish to burn my agent license on my admin account (if I was actually making the calls), so that is a reasonable scenario. But being forced to use that agent account is not just frustrating but also a showstopper to me migrating over to FreshCaller. That said, I am hoping I have been misinformed and someone can tell me how to use my agent license for...well, an agent (not an admin).

9 months ago

ba-operationsContributor

asked in Freshdesk Contact Center

Ideas - Call tagging from Mobile APP

Hi team,We would use the call tagging from Mobile APP (iOs, Android).Regards,Davide

10 months ago

selhiaApprentice

posted in Freshdesk Contact Center

looking for freshcaller custom app developper

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)

2 months ago

dave.wilsonApprentice

posted in Freshdesk Contact Center

Service Level Reporting

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?

2 years ago

robin_14793Apprentice

posted in Freshdesk Contact Center

Freshcaller widget in Freshdesk

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.

3 years ago

subhikshaa.ganeshCommunity Manager

published in Freshdesk Contact Center

Enable your agents to attend calls from their mobile phones

Agents may not be available at their desk the entire time. To enable agents to take calls from their phone, you can use the call forwarding option. This means that agents don’t have to be at their desks always to receive phone calls. You can also ensure that calls are not missed due to the non-availability of agents at their desks. Feature name: Call forwardingHow to setup: Click on the status icon available next to your profile picture and set it as ‘Forward to phone’ Solves for: Missed calls, Mobility

300

1 year ago

thomas_21210Apprentice

posted in Freshdesk Contact Center

Customer support team taking forever!!!

Hi guys, So I am having a problem relating the billing for my agents but when trying to connect to the support team, they told me that they will transfer my enquiry to an AM who being responsible for my area. It have been 5 days until now and no-one ever comeback just to ask "Whats wrong?" not even mentioning about solving my questions. When I tried to reach to the CS team again, no-one even answer me anymore. We are using Freskdeck to create a sustainable CS solution for our customers and they are themself treating their own customers like this??? I am very confusingIf anyone would have a way for me to connect with the person in charge would be highly appreciated Thanks,

1 year ago

subhikshaa.ganeshCommunity Manager

published in Freshdesk Contact Center

Ensure that support/sales agents don’t miss any incoming calls

People tend to have multiple tabs open at any given time, and this may lead to missed calls if the agent is on another tab/app when a call comes in. To ensure that calls come into the spotlight no matter which tab the agent is on, you can set your calls to ring on speaker, so that calls don’t go unnoticed.Feature name: Ring on SpeakerHow to setup: Profile picture → Profile settings → Ring on Speaker toggle buttonSolves for: Missed calls, Faster response time

290

1 year ago

mekaleApprentice

posted in Freshdesk Contact Center

Reports on Service

Any issues with Freshcaller's reporting of service levels? Since we switched from Five9 to , our service level consistently falls 5-10% below what is expected.

6 months ago

Mikal11Apprentice

asked in Freshdesk Contact Center

Incoming Calls - Customer Feedback

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

3 months ago

Rebekka_BeuthApprentice

asked in Freshdesk Contact Center

Freshcaller transfer calls to offline agents

Our agents work in shifts. When they are working on tickets, they are offline in Freshcaller and online inFreshdesk. How can calls be transferred to agents who are present but offline in Freshcaller?Who can help?

1 month ago

subhikshaa.ganeshCommunity Manager

published in Freshdesk Contact Center

Help agents connect the right person to the right call

Sometimes, your agents may have to put someone else on the call who has the technical expertise to handle a complex query that the customer may have raised. Transferring the call lets agents transfer live calls to another agent who has the experience to solve the customer’s question. This helps deliver faster resolutions to the customer.Feature name: Call transferHow to use: During an ongoing call, click on the Call forwarding icon and click on ‘>>’ icon next to the relevant agent’s name to transfer the call. Solves for: Faster resolutions, Better customer experience

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1 year ago

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