We are excited to introduce the launch of our new Freshworks Freshdesk Omni — 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 Freshdesk Omni, please write to [email protected].


The Omnichannel Availability Dashboard provides a centralized view of your team's availability across Freshdesk, Freshchat, and Freshcaller, enabling you to optimize customer support by efficiently assigning inquiries by ensuring the right agents are assigned to inquiries. In this article, we will explore,


Benefits of the Omnichannel Availability Dashboard

  1. Gain Insights: Get an overview of the total number of agents available to handle tickets, phone calls, and chats, allowing you to assess your team's capacity at a glance.
  2. Manual Assignment: Take control of agent availability by assigning inquiries to specific agents, ensuring efficient routing and personalized customer experiences.
  3. Update Tracking: Stay informed about agents' availability status with the ability to view when an agent last updated their availability.
  4. Group Filtering: Filter the dashboard to view agents belonging to specific groups, streamlining your focus on particular team segments.

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.


  1. Go to the default dashboard by clicking on the top left icon in your Freshdesk.
  2. Click on “View details’ on the Available Agents widget.
  3. 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.