With the goal to increase the answer rate and agent performance, we are expecting the feasibility for incoming calls to be automatically assigned and answered by an available agent. This is within our acknowledgment that all agents are available for any calls the moment their agent status is set to Available.
New Idea
Feature Request: Freshdesk Contact Center Auto-Answer Call
+3
This is also a feature I am looking for. The necessity for agents to click on answer, especially when working through different channels, applications and windows simultaneously, increases the answer time in my environment and this feature would reduce this drastically.
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