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14 Posts
Niran
Contributor
NiranContributor
published in Getting Started
The New FreshCaller - 6 Things you should know!!!

Helllooo Freshworks Community!Freshcaller has undergone an impressive makeover that's worth talking about. This transformation brings a new level of efficiency and effectiveness to communication systems. Let's delve into the Freshcaller makeover and explore its exciting enhancements. 1. New interface ✨  The Freshcaller 2.0 interface is now revamped to provide a more intuitive and user-friendly experience. The streamlined UI contributes to increased productivity and faster call management by making use of the Freshchat/CRM UI.The functionalities of Freshcaller have also received a boost, like managing contacts and accounts, having internal team discussions through threads, ticket escalations, AI-assisted summarization features, etc.2. Freshdesk Integration with Standalone Freshcaller 🤝  Depending on the use case, if your team is already using a Freshdesk standalone instance and would like to have Freshcaller as the integrated call center solution, it is now possible to sign up for the

2404
Niran
Contributor
4 months ago
T
Community Debut
TomTom1Community Debut
asked in How do I....?
How can I use my PC headset to accept & finish a call

Hi,we are using Freshdesk with Freshcaller, before we had a separate Ticket system and VoIP system.We mostly use headsets from Jabra which work fine with Teams & Avaya Agent / Workplace.But the issue with Freshcaller is that it is webbased and it is not recognized by any headset or can use the buttons/function of a headset.Therefore you cannot accept a call by picking up the headset, pressing the button on the headset or lowering the boom arm.We are not a classical Call Center and our agents work with different software and also perform work away from the laptop. This results in abandoned calls as the agent needs to hear the ring, click on the browser, the correct tab and on the accept button.Before they just pick up the call with the functionality of the headset.Is there a solution to this problem or is there a plan to release a Windows Application?  

270
T
Community Debut
3 months ago
R
Apprentice
RobertRasApprentice
asked in Managing IVRs and Call Flows
Wait Queue Wait Message Loop

We are a new Freshcaller customer and have been configuring the call queues. We’ve encountered an issue which is described well in a previous topic: Best Practices for Messages in IVR? | Freshworks CommunityWhen callers choose option 1 to remain in the wait queue (instead of option 2 for a callback), they hear the main message recording repeatedly until their call is answered, the max wait time has been reached, or they hang up out of frustration over the annoying and distracting message.In the previous topic from 3 years ago, it was advised the wait queue functionality was being enhanced and would be released in “Q2 of 2021.” The described enhancements should have resolved the issue we are seeing 3 years later. Was it never completed? 

403
Jeff.Nicholson
Community Debut
5 months ago
N
Apprentice
NandoSousaApprentice
asked in Call Routing
Routing in freshcaller

Hello everyoneI am faced with the following challenge.I have two phone numbers (let's call them A and B) in the freshcaller and I would like that when phone number B is called, this call is prioritized over all other callers and there is a message, for example with a popup.do you know a possible solution or alternative?thanks

411
Jeff.Nicholson
Community Debut
1 year ago
Charlestndc
Apprentice
CharlestndcApprentice
asked in Analytics
Freshcaller Spam

Hi all, we are trying to get our reporting set up and are running in to an issue of not being able to tag or set contacts as spam/robocalls. so these count towards missed calls for our agents. anyone have a good filter suggestion or way to eliminate spam contacts from reporting?  

390
Charlestndc
Apprentice
1 year ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert
asked in How do I....?
Signing out Agents from Phone System when accidently left logged on.

Hey all,Something that is really puzzling me at the minute is, if there’s an ability to sign off agents in FreshCaller at the end of the day if they’ve left themselves logged in?For reference we track agent signed on time and which codes they use as a way to forecast and ensure we are resourced enough so it’s important we log the correct hours so when someone leaves their selves in a particular status overnight it affects our reporting.It seems like you’re able to if they still have an active tab but if they’ve made a dash for it which let’s face it most agents do when they’ve finished their shift and haven’t switched to offline it doesn’t seem possible in any way to sign them off from FreshCaller.Any help with this would be really gratefully received.Thanks! 

1383
AaronParker
Skilled Expert
1 year ago
Z
Apprentice
zeizenbergApprentice
asked in Call Routing
Call to agents not working as configures

I have the following setup:4 support engineers assigned to a group called “Tech Support”, all with the role=Agent and all have access to ticket, phone and chat channels.I am  setup as account admin. I am not assigned the role of Agent and I am not part of the Tech Support group.When a caller calls our help desk number we see the following behavior across 3 scenarios related to the  FreshCaller Call config:when “Caller will be attended by”=specific agent, the specific agent gets the call, which is expected when “Caller will be attended by”=All Agents, all agents gets the call, I do not get the call which is expected as i do not have the role of agent in my profile When “Caller will be attended by”=Tech Group”, NONE of the Agents assigned to the group get the call, whereas I who is not assigned to it, actually do get the call! This is not expected! this is also the preferred scenario as we have agents assigned to other groups and they should not be getting calls targeted for tech support

390
Z
Apprentice
1 year ago
H
Apprentice
HelplinemanagerApprentice
asked in Managing IVRs and Call Flows
Multiple IVRs in one company

Hi there,  Hoping I can make this make sense.  I work for a  organization that is moving over to Fresh Desk Contact Centre which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a  separate public number) .  This number will have its own messaging and menu options, however is it still possible to transfer to the second IVR or have calls over flow to it? Have included a visual of what I am talking about.  Any help with this would be great.Thank you. 

671
Srivi
Community Debut
1 year ago
Fatih Doğan
Apprentice
Fatih DoğanApprentice
asked in Managing IVRs and Call Flows
How can I transfer call to a que when doesn't have any available agent?

Hi everyone.For example we have 2 que.Support BillingOur customer pressed 2 and went to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can’t. Because they allways have to select an agent. If there is no any available agents on the que, they can’t transfer.We need to transfer to selected que and after that, the que must distribute the calls with in rules.Is there any way to solve our problem? 

571
Srivi
Community Debut
1 year ago
A
Apprentice
aileen.maryApprentice
asked 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.

1655
Bethany Wesley
Contributor
2 years ago
AaronParker
Skilled Expert
AaronParkerSkilled Expert
asked in Managing IVRs and Call Flows
Live Dashboard - Suggestions?

Hello all,We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.For us a call technically doesn’t count most of it’s metrics until it starts ringing in its queue or when it is in the wait queue.By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.I also find it is counting people who have rung before we are open and greeted by our closed IVR mean

570
AaronParker
Skilled Expert
2 years ago
M
Apprentice
Mikal11Apprentice
asked in Managing IVRs and Call Flows
Incoming Calls - Customer Feedback

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

1213
AaronParker
Skilled Expert
2 years ago
tckstevens
Apprentice
tckstevensApprentice
asked in Managing IVRs and Call Flows
Callers Stuck in Wait Queue Even Thought Agents are Available

I’m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status.  If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.  How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring

8385
A
Apprentice
2 years ago
tckstevens
Apprentice
tckstevensApprentice
asked in Managing IVRs and Call Flows
Best Practices for Messages in IVR?

Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu

2352
H
Skilled Expert
3 years ago

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