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Topics started by aileen.mary

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Apprentice
aileen.maryApprentice
posted in Managing IVRs and Call Flows

Increase the visibility of your calls with Call Lifecycle

The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.

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Bethany Wesley
Contributor
1 year ago
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Apprentice
aileen.maryApprentice

Freshdesk and Freshdesk Omnichannel Release Notes - October 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk Telephony Partner Extension with Genesys and Amazon ConnectFreshdesk Telephony Partner Extension just got two new telephony partners. Connect Freshdesk with your Genesys or Amazon Connect account to extend your omnichannel capabilities!More details here.   Multiple ticket forms enhancementsYou can now publish multiple forms on the help widget. With this update, you can choose the right form on the widget based on your issue.More details here.  Freshdesk Custom Objects enhancementsCustom Object support for native objects is now extended to Companies. Moreover, customers can set up automation rules for Custom Objects, raise tickets associated with a record, and agents can view/update records associated with that ticket.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed.The Spanish translation was incorrect for Watcher Email Notification. The ticket forms were not updated on th

33475
Laurens.Richting
Community Debut
1 year ago
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Apprentice
aileen.maryApprentice

Freshchat Release Notes - Oct 2022

New Features and Enhancements Bug fixes New Features and EnhancementsIndustry-based bot templatesGet started with bots faster, and save time spent on building bots from scratch. Use readymade bot templates to go live quickly. A host of new templates are now available for you to choose from!More details here.Freshchat Response SLA (Early Access Program)Set SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed. When chats were converted to tickets, customers could not create multiple tickets, as multiple conversation IDs were associated with one ticket. Multiple items were highlighted when customers tried to select an option from the multi-select dropdown. The text area was misaligned in Firefox when the end user selected multiple dropdown choices. Buttons were displaced when customers tried to resolve chats and append

2450
A
Apprentice
1 year ago

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