New Features and Enhancements

Forward live calls to queue/IVR in Freshdesk Contact Center

In addition to transferring calls to team members, agents can forward an ongoing call to a queue or IVR. Avoid escalations, maximize agent performance, and instantly connect customers with the expert team.

More details here. 

Bug fixes

These were the bugs detected, and they’ve now been fixed.

1. The 'Available - on phone' pop-up didn't disappear after setting the number on Freshworks profile.

2. While restoring external numbers in AdminOps, the IP address field was not displayed. 

3. The agent name was missing under 'assigned to' in call metrics.

4. Ringing time was calculated wrongly for wait queue scenarios.

5. Agent status was not reflected in the Omnichannel page when agent toggles from ACW to offline.

6. Answered calls were ringing to other agents.

7. Agents were unable to retrieve calls put on hold.

8. The queue transfer call event was not recorded as expected in the call lifecycle export. 

9. Call notes did not get saved when a transferred call was parked.

10. Call metrics tickets were not created due to Timezone issues.

Cheers!