Calls getting dropped while working tickets
My agents are experiencing an issue where:
- They are working a ticket, yet logged in and ready to take calls
- They close a ticket while a call is coming through
- The call gets dropped as a result of the page "refreshing"
By default, if the ticket is closed when the agent(s) is already available on a call, he/she would receive a pop-up stating that a call is in progress and if he/she would like to end it and then progress with the ticket update.
To negate the effect of the first scenario, it is always advisable for the agents to have freshdesk loaded in multiple tabs so that the call would be received on the other tab.