Hello,
The idea of omnichannel is based on the fact that the same agent should have the same role in all omnichannel products.
So the problem to solve here is what happens when you define custom roles for different types of agents?
In Freshdesk and Freshchat you can define Custom Roles but in Freshcaller you cannot. As we are talking about Omnichannel, the idea is to can merge those custom roles under Freshdesk and extend them to all the omnichannel products.
What I need to achieve as for now in Freshcaller is to give access to Call Metrics to all of my agents and restrict their access to specific numbers or numbers associated to the Teams where they are part of.
As for now only Supervisors / Administrators under the predefined Roles can get that, so a nice feature to have while the custom roles are extended in order to achieve that would be to can map the Custom Roles from Freshdesk to Agents/Supervisors in Freshcaller.
I will upload some screenshots, but the general idea is that an agent having the custom role of Team Leader or Reports in Freshdesk should be mapped to Supervisor in Freshcaller and not under Agent as it is set now.
I hope you will find this feature interesting and vote for it.
Thank you
