<BETA> Using Omniroute™ to manage workload across different support channels

Customers can reach out to your team through different channels like Email, Phone or Livechat. While this broadens the horizon for your customers, managing the workload across these channels can be quite tricky.

Your agents might be overloaded with tickets/ chats while trying to help a customer on a phone call. As an admin, you'd want to avoid the overload and take total control of the workload across channels and distribute it to the available agents equally.

You don't have to worry about this any longer. With the addition of Omniroute™

 to Freshdesk, we're making it easier for you to manage workload across the channels and also monitor your agents' availability.

Omniroute


With Omniroute™, admins can now split the workload coming in from phone, chat and tickets to agents in the helpdesk from a single page. You can set capping limits for customer enquiries, so your agents are not overloaded with tickets, calls, and chats simultaneously. The routing also stays in sync with the skill mapped to each agent. This ensures that the right type and the right number of customer enquiries get distributed to all agents in your helpdesk.





Omnichannel Dashboard

 

With the Omnichannel Dashboard, admins can add widgets that display agent availability over chat and phone. 



We're planning to roll out the BETA in early 2019. If you're interested, please sign up for BETA here.


Cheers!


2 people like this

Hello,

we really need it and we would like to test it in beta.

Thanks

For which plan(s) will this feature be available? Thanks!

Can you please add me to the beta? Thanks!

Thanks for your interest @Guiseppe and @Biggnecheeseman. I've made a note of your requests :)


@Michel, We haven't finalised the availability of the feature based on plans but in all speculation, it is most likely be available on the Estate plan.


Cheers!

Thank you Aravind!

Hello Aravind! Hello to you all :)


Hope you are doing well.


Aravind, can you enable this feature for us please?


Have a great day everybody :)

Aravind, can we please try this feature in Beta as well?

@Antoine @Darren, I'll reach out to you when I have some information on the BETA :)

Hello,

Can you activate this function for us?

cordially

Yes,please,activate it.

Hello Aravind, 

Hope you are doing well.

Can you please enable this feature for us ? 

 

Have a great day.

Hi, can you enable this beta for us? Thank you!

Hello Aravind,  

 Hope you are doing well.

Can you please enable this feature for us ? 

 

Have a great day.

Hi @aravind can you add me to the omni route beta?

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