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Question

Agent Availability Issue On Dashboard

Ajax
Contributor
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  • Ajax
  • Contributor
  • 3 replies

Hi,

 

Why is it that our agents will only show available for tickets or chats? The phone system does not seem to sync with the Dashboard on Freshdesk. Is there a setting I am missing? Or is this a known issue?

 

Best Regards,

Alex

    zachary.king
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    • zachary.king
      zachary.king
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    4 replies

    Ajax
    Contributor
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    • Ajax
    • Author
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    • April 9, 2024

    P.S. I should add these are Omnichannel Agents. I am not sure if that has an effect on this issue. 

    Yusuf Ahmed
    Community Manager
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    • Yusuf AhmedCommunity Manager
    • Community Manager
    • 123 replies
    • April 16, 2024

    Hi @Ajax,

     

    Greetings from Freshworks community. With regards to the dashboard issue, could you please check if Phone channel access is provided to the agents under Admin > Agents > Edit agent > Channels ? Could you please try unchecking the checkbox for phone save and check the phone channel again and see if it helps ? Awaiting your response!

     

    Regards,

    Yusuf Ahmed

    Yusuf Ahmed, Freshworks Community ||Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    Ajax
    Contributor
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    • Ajax
    • Author
    • Contributor
    • 3 replies
    • April 16, 2024

    Hi @Yusuf Ahmed,

     

    I tried what you suggested. I un-checked phones for the agents, updated the agent, and then went back in and re-checked phones for the agent and updated the agent. It still does not show availability for agents on phones using the Freshdesk Dashboard. Is there another setting like this for the integration of Freshcaller and Freshdesk? 

     

    Best Regards,

    Alex

    Sujitha Dhanaseelan
    Community Manager
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    Thanks for checking @Ajax . We will need to investigate further internally to determine if there is a feature missing or a synchronization issue. I will reachout to you via direct message to obtain your account and contact details so that we may create a ticket and address the dashboard issues.

    Thanks,

    Sujitha.

    ​

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