All about Freshcaller!
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!
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
Hi friends!We currently have the legacy Slack app for Fresh installed but over the past few months we have noticed the functionality that allowed agents to create tickets right from direct Slack conversations with users via the /fresh-ticket command have returned this error /freshservice-ticket failed with the error "dispatch_unknown_error" Completely understand that it is a legacy product, but we have not found an elegant way in which to perform the same task with the new Slack integration. The new app workflow involves multiple clicks and can only capture more than one line of a message if it is threaded, which is a little cumbersome and gives less info. Anyone else seeing this or have a workaround for this?
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.
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?
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.
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
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
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
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