- Statuses for everyone - Goes without saying. Right now our Omnichannel does not have status for chat. Enabling this disrupts other features in Freshcaller and Freshdesk such as point 2 below.
- View statuses for everyone - let agents know who is out. More visibility = less time management through Managers. Doesn't make sense to make this visible only to Managers when agents are very capable of managing their own time.
- Group Agent Minimum - Prevent agents in a group from going unavailable if X number of agents are not available. This ensures there is a minimum number of agents available in a group during business hours.
- Alerts - I might be thinking to far with this one, but how neat would it be if we could set our own alerts for statuses? imagine setting yourself for lunch and then selecting time increments for an alert to go off?
New Idea
Allow Agents to see Status of other agents
+3We’re new to FreshDesk + FreshChat and I assumed this would be built in. This is a huge bummer if agents cannot see who is online. Especially since the system lets you assign chats to Groups with no Agents available :O
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