Freshcaller Guide

Topics:

  1. Agent status
  2. Receiving Incoming calls
  3. Terminating a call
  4. Transferring calls
  5. Making Outgoing calls
  6. Viewing Call Histories
  7. Freshcaller Live Dashboard

 

Agent status

Always be reminded to change your Agent Status when in Freshdesk. The icon is located on the top-right of Freshdesk.

 


Agent Status type

  • Available
  • Unavailable – Will not receive calls
  • Meeting - Will not receive calls
  • Break - Will not receive calls
  • Training - Will not receive calls
  • Lunch - Will not receive calls

 

Automated Agent Status – Ongoing Calls

This will be set automatically by the system when agent is receiving incoming or making outgoing calls. Agent will not be assigned with new calls during this status.

 

Automated Agent Status – After call work

This status will be set by the system, to agents 5 second after finishing up an outgoing or incoming call. Agent swill not be assigned with new calls during this status.

 



Incoming Call

 

A small window will pop-up within Freshdesk’s web browser to notify agents on incoming call, with call ringtone. Click Answer button to retrieve call.

 

 

During a call, Freshcaller window will display the caller’s historical tickets within Freshdesk (if any). You may click the historical data and it will open the reference ticket in another browser tab.

 

 

Terminating a Call

Click the  button to terminate a completed outgoing or incoming call.

 

You will be given the option to enter Call Notes. It’s not compulsory to do so, but this will be beneficial for future references. Click Save to close this window after each completed call.

 

Remark: This window will not be closed automatically, please ensure to click Save after each call terminations.

 

Transferring Calls

To transfer a call to another agent, during a call, click Call actions  icon.

 

Scroll down or search for available agents to transfer the call

 

Click the  icon and choose method of call transfer.

 

Warm Transfer – gives you the ability to talk to the intended agent to transfer to, and transfer the call upon confirmation. Ideally used when transferring call to branch office agents.

 

Cold Transfer – transfers the call blindly to the intended agent. Ideally used when transferring calls within onsite agents.

Outgoing Calls

 

Outgoing Number Selection

Before making outgoing calls, please make sure to choose the correct outbound number related to your call center/ clients. Drop down the outbound number selection located on top-left.



For instance, if you’re servicing BCD3 clients, select BCD 3 outbound number before making outgoing calls.

 

Dialing Outgoing Calls

To dial a phone number in Freshdesk, it’s mandatory to include the country’s code in front of the number you’re dialing.

 

Example: 

To call Malaysian numbers, add in +60; +601112220111

To call Indonesian numbers, add in +62; +6281213122121


If the contact’s phone number is stored in Freshdesk, you can search for the caller’s name in the directory and call by clicking the call icon.

 

 

 Call History

 

To view call histories, open the Freshcaller window > click View all.

 

You will be brought to Freshcaller portal in another web browser.

 

 Go to Call Metrics to view the call histories

 

In Call Metris, you would be able to;

  1. View call details (Time received, transferred, status, etc.)
  2. Replay call recordings.
  3. Create new tickets from the caller’s info.
  4. View saved call notes for each calls. 

 

 

Remark: Only administrators have the ability to download call recordings.

 

Freshcaller Live Dashboard

 

To view available agents in your call center, navigate to Freshcaller portal > Live Dashboard.

 

Choose intended call center to monitor.

 

 

Agent availability will be displayed according to the selected call center.