Freshcaller Agent guide : Gorilla Services

Getting started with

Freshcaller in Freshdesk An agent’s guide

CONTENTS

Getting Started

Understanding the Freshcaller Widget

Making or Receiving Calls

Basic Functions in the Freshcaller Widget

Converting your Calls to Tickets

Exploring the Freshcaller Interface

Accessing Integrated Marketplace Apps

Freshcaller is a modern-day reimagining of our everyday phone system for customer support teams. With its cloud-based architecture, Freshcaller brings together the best of legacy features like IVR and advanced capabilities like Smart Escalations to help you provide excellent customer experience.

Simple and quick to onboard

Easily customizable

Intuitive call center metrics

Real-time call center insights

Contextual conversations

Getting Started

As a Freshdesk agent, you can easily access the Freshcaller widget from within your Freshdesk account.

#1 Log In

Once your manager adds you as a Freshcaller agent to the Freshdesk account, you can start using Freshcaller to make and receive calls. Log in to your Freshdesk account using the Freshdesk email address and password.

Click here to login

You can use your Freshdesk login credentials to log in to both your Freshcaller and Freshdesk accounts.

#2 Click on the call icon

A successful login takes you to your Freshdesk account.

Go to the bottom left corner of your screen and click on the Freshcaller call icon.

Click the call icon to open

the Freshcaller widget to

make and recieve calls.

From now, you can manage all your calls from here.

Understanding The Freshcaller Widget

The Freshcaller widget provides all the required options that help you make/receive call without leaving your freshdesk account.

#3 Know your Freshcaller widget

When you click on the call icon, the widget expands to show you the recent calls, your current number in use and other functionalities.

Freshcaller widget inside

your Freshdesk account

With this widget, you can now handle calls without having to move to a new tab.

#4 Set your availability

Sometimes, when you travel or have other emergencies, you may be unavailable to take calls. In such situations, you can set your most convenient availability status. This helps in routing calls to other available agents.

Click this status button

to set your availability

You can see your current status on the top-right corner of the widget. To change your status, click on the status icon and select the required status. You can also choose to forward the calls to your mobile phone.

To update your mobile number, click on your profile picture and go to your profile settings.

#5 Choose your phone number

You can choose a preferred number from the list of Freshcaller numbers available to you.

The phone number displayed on the top left corner of the widget indicates the current number in use

To change the number, click on the arrow and select the preferred number from the list

Choose from the list of

numbers available to

make calls.

These numbers are added to your account by your Admin. If you want to use a different number, contact your admin.

Making/Receiving Calls

Before you make the first call, test your connection and make sure to grant access to your browser to use your computer’s microphone.

#1 Search for a contact

You can search for a contact in two ways:

Search bar: Enter the contact name or phone number in the search bar. If you search for a saved contact, the name gets listed automatically.

Dialer: Click on the dialer available at the bottom of the widget and enter the number you want to search.

Search for your contact

with contact name or

phone number.

You can also use

the dialer.

#2 View your recent calls

The Recent calls section displays the list of recent calls made. This can also include the missed calls. To redial a number, hover over the number and click on the call icon visible next to the number.

Click the dropdown and

select Recent calls.

This list of Recent calls help

you view the agents who last

spoke to the caller.

#3 Make a call

To dial a number, you can either use the call icon present in the search bar or the search result.

Click on any of the call icons

to make a call.

You can see the status of your call connection in the widget.

Trying to connect you with

your contact

Once the customer attends the call, the widget expands and you can see the duration of the call at the top of the widget.

The live timer indicates that your call is in progress.

Call is in progress 13

#4 Receive a call

When you receive a call, the widget opens up with the name of the contact (if saved) and the number.

To answer the call, click Answer. Click Ignore to decline the call.

All declined calls will be routed according to the call flows that your manager has set up.

To receive calls just click the

Answer button.

#5 View recent tickets

Once you answer the call, use the Recent ticket option to update yourself with details related to the caller like the previous tickets and the queries.

While on the call, you can

view the list of tickets

associated with the contact.

#6 View missed calls

Each missed call or a voicemail is automatically created as a new ticket in your Freshdesk account.

This helps you reduce the instance of missing out on calls. You can easily return the call or respond to the voicemail once you are active to make calls.

Every missed call is automatically

created as a new ticket.

Basic Functions in Freshcaller Widget

The Freshcaller widget provides various options that help you have an effective and productive on-call experience.

#1 Use basic on-call functions

The Freshcaller widget provides basic functions and options that you can use within your Freshdesk account, which you can use during an ongoing call.

The options are:

Transfering calls to other agents or external number

Placing the call on hold

Muting/unmuting your microphone

Taking call notes

Basic functions that you can

use while on a call

#2 Add call notes

Call notes help you record the summary and highlights of a call. With notes, you can set a clear context of the call.

You can use call notes:

For your own reference

As a reference for other agents when you transfer the call

Click on this icon to add

your notes. You can refer to

the notes later from your

call logs.

#3 Transfer calls to agents/teams

During an ongoing call, you may sometimes feel that another agent in your team can answer your customer queries better or the customer may want to talk to a specific agent.

In such scenarios, you can transfer the call to any specific agent, an entire team, supervisor, or to an external number.

Click on this to see the list

of available agents to

transfer calls.

You can initiate two types of transfer calls:

Warm Transfer: Use this to have a quick discussion with another agent before transferring the call. You can provide all the necessary details and continue to stay or disconnect once the call is

transferred.

Cold Transfer: Transfers the call to another agent immediately. Unlike warm transfer, you cannot have any brief conversation before transferring the call.

Click on this to initiate a

cold transfer.

Click on this to initiate a warm

transfer.

A warm transfer can be initiated only to individual agents within a team. Click on the arrow next to the team name and then select the agent.

In addition to transferring calls, you can initiate a conference call by adding another agent to your ongoing call.

Add the agent on

conference if you want to

be part of the call too

Or just click here to transfer the

call to a specific agent

Also, you can get to know if your transferred/conference call was picked up or not.

You can check the status of your

transferred call from here.

If the other agent declines or does not attend the call, you can resume the call and try to transfer it to another agent.

When the agent declines or

is not attending the call, you

can immediately resume the

call.

You will also be notified if no agent is online to attend the transferred call.

If no agent or team is online

you’ll see this message.

Converting your calls to tickets

You can now instantly convert your calls to freshdesk tickets from within the Freshcaller widget.

#1 Convert calls to Freshdesk tickets

In addition to viewing the recent tickets and calls, you can also convert your current call into a new ticket or add it to an existing ticket.

This will come in handy for a prompt follow up and keeping a collated record of your customer’s journey.

Click the ‘+’ icon to convert your

current call into a new ticket or

add it to an existing ticket.

#2 Create a new ticket

You can see the new ticket created under the Recent tickets view. A green tick indicates a successful creation of a ticket.

The current call is created as

a new ticket.

You can click on the newly created ticket and modify the fields based on the caller's needs. You can do all this in real-time.

Once you click the ticket in the widget, the ticket’s details page opens up.

You can also edit the contact’s details, add notes, or other ticket details from here.

Click the ticket in the

widget to open the ticket’s

detail page

Fill in the contact’s

details here.

Exploring the

Freshcaller Interface

This section provides information about the various options you can explore inside the Freshcaller interface.

#1 Access the Freshcaller interface

You can access the Freshcaller interface in two ways: Using the View all option under Recent Calls

Using the the Freshworks switcher icon

Click View all to open

the Call Metrics

section inside your

Freshcaller Interface.

In addition, you can

view other available

options and features.

Click the switcher and

select your Freshcaller

account.

#2 View advanced features in Freshcaller

The Freshcaller interface provides access to advanced features and options that are not available within the Freshdesk widget. The options/features are:

Agent Dashboard: Monitor your daily and monthly performance Customer: Import and add customers

Call Metrics: View the complete list of call logs in your account Voicemail drop: Create custom voicemail messages that can be used during outgoing calls

Agent Dashboard

Customers

Call Metrics

Voicemail drop

#3 View agent dashboard

The agent dashboard provides visibility into the number of calls you attended on a daily/monthly basis. Here, you can see:

The total number of incoming/outgoing calls made to your number Number of incoming/outgoing missed calls

Number of incoming/outgoing transferred calls

Number of incoming/outgoing answered calls

Click on the home

button.

Click on the drop-down

to switch to monthly

view.

Check your daily/

monthly performance.

See details such as

customer name, call

recording, and call

timestamp.

Use this as a self-evaluation tool and keep a tab on your performance. 31

#4 View call metrics

Each call you attend provides multiple opportunities to understand and improve your business. It can be a potential lead to upsell, or may help you understand the most pressing issue in your product.

Freshcaller call logs help you get all this from a single screen.

Click to view details of

child calls (transferred

or callback)

Call type:

incoming, outgoing,

Call recording

missed or voicemail Indicate that the call has associated call notes,

voicemail transcripts,

or third-party

integration details

Tap anywhere on the call metrics table to open the call details section. Here you can see:

Basic call details: Caller’s name, call type (inbound or outbound), call timestamp, agent’s name, and the call timestamp

Call Summary: Gives you the complete summary of a call record

App integrations: Details about the integrated apps

Basic call details

Third-party app

integrations

Detailed Call summary

When you have a huge list of call records in your account, finding the right data can sometimes be challenging and overwhelming.

The filter options in the Call Metrics section lets you narrow down your search results. For example, to see all the incoming calls on a particular day, you can use the Time Period and Call Direction filters.

Click on the Filter

option

Select the required fields

and click Export

You can also select and export call metrics in CSV or Excel formats.

Click on the Export option

Select the required

fields and click Export

#5 View/import customer

Use this tab to save the contact details of customers. Here, you can see the list of recently dialed or received calls in your account.

You can also do the following:

Create a new contact

Bulk import the list of contacts in a CSV file

Click on the

customers icon.

Hover over a

number and click

the edit icon to open

the contact details.

Though your Freshcaller and Freshdesk accounts are integrated, you may still have to import and add your customer list to

Freshcaller account.

This ensures a seamless integration between both your accounts. 36

Create a New contact

Click Add a contact to open the Add new Contact form Fill the details and save the form

Click Add a

Contact

Enter contact name,

phone number, and

email address and save

the details.

Import Contact List

Click Import Contact List

Choose and upload the csv file. You can also download the readily available template and fill the details

Click Import

Contact List

Upload the csv

file with contact

list

#6 Drop voicemail messages

The Freshcaller interface allows you to record custom voicemail messages and use when an outgoing call you make goes unanswered.

Click on the

Voicemail drop

icon

Fill the details

and click on Add

Voicemail.

Click on New voicemail drop option.

You can view and use the recorded voicemail message when you make an outgoing call within the Freshdesk widget.

Click here to see the list

of recorded messages.

Select the message from

the list and click Send.

Accessing Integrated Marketplace Apps

The Freshcaller Marketplace integrations allow you to easily access and manage customer data available in other third-party integrated apps.

#1 View third-party app details

When you dial or receive a call, the customer details are automatically fetched from the third-party app, integrated on your Freshcaller account. You can see the customer’s basic details in the incoming call notification.

View customer’s basic

details such as contact

name, recent order/

ticket id from the

integrated app.

If the customer information is not available in the app, you will not see any details.

Once the call is connected, you can view detailed information about the customer from the app within the widget.

You can modify the customer details or create new details. When you click on the hyperlinked options, you will be redirected to the app’s interface where you can update the change.

Click on the hyperlinked

options to modify the

details directly on the

integrated app.

Write to us:

support@freshcaller.com

Freshcaller Agent guide Afdrukken

Gerelateerde artikelen