Freshdesk Contact Center
- 64 Topics
- 83 Replies
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
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.
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
API limit Error 429
Hi, We have been using azure data factory to retrieve data from freshdesk for the past few month, without any issue, Since since two day, we are getting this error “The HttpStatusCode 429 indicates failure. Request URL:“ Has there been any change in throttling down the API limits. What are the limits though, cant seem to find this information anywhere. I even tried retrieving data for just one day and it gives the same error. Can the API limit be increased /reset ?
Best Practices for Messages in IVR?
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
Increase the visibility of your calls with Call Lifecycle
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.
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.
'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?
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
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)
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).
Sending customer an account activation email
I seem to remember a button on the contacts page that lets us agents send our customers freshdesk account activation emails. What happened to the button, was it removed ?Situation : A customer creates an account but never receives the confirmation email, and doesn’t notify un until many months go by and calls us upset that they cannot get support and have no idea that we didn’t reply to him because he never got into the system to create a ticket.-In this case I had our Admin go in and assign him a disposable password so he could log in and create a ticket, reminding him he should go to his account settings and setup a password he could remember.
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.
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?
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
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