We are excited to introduce the launch of our new Freshworks Customer Service Suite — an all-in-one, AI-first, omnichannel solution. This Suite combines conversational support and ticketing capabilities, powered by generative AI, to deliver outstanding customer and agent experiences. If you are a Freshdesk Omnichannel customer and want to learn more and experience the new Freshworks Customer Service Suite, please write to firstname.lastname@example.org.
Benefits of the Omnichannel Availability Dashboard
How to use the dashboard
The dashboard displays only groups for which automatic routing is switched on. Ensure Omniroute is enabled for the relevant groups in Freshdesk, Freshchat, and Freshcaller groups to view accurate information.
- Go to the default dashboard by clicking on the top left icon in your Freshdesk.
- Click on “View details’ on the Available Agents widget.
- You can filter based on the groups that have automatic assignment enabled.
Efficiently managing agent availability is crucial for providing exceptional customer support experiences. The Omnichannel Availability Dashboard equips you with the necessary insights and controls to streamline agent assignments and optimize your team's productivity.