It would be really useful for agents of a particular role (supervisor/admin/custom) to be able to manage which agents are available to take calls via Freshfone. Currently, if one of my staff accidentally leaves the office with their Freshfone still set to "available", calls will continue to be routed to them before moving on to another agent.
An admin should be able to manually change their availability status in Dashboard > Agent Availability.
In the old phone channel in Freshdesk, admins can control the agents availability for calls/ tickets anytime. You can click on the Agent availability dashboard and then control the agents' availability across the channels. Please refer to this article to know more about the agent availability dashboard.
In case if you're using Freshdesk Mint, Freshcallerbecomes the voice channel,replacing the old phone channel. In Freshcaller, admins will be able to see the available agents from the live dashboard but cannot change their status.
3 months ago
Any chance that Admins will have control over agent status in the future? We use FD Minty and FC, and even with our small team, we are constantly forgetting to sign out.
Please make this a feature request, and pass on to Product!
3 months ago
@Craig, Your comment has come at the right time :) We just launched Omniroute- Omnichannel ticket assignment in Freshdesk and the ability to manage agent's availability will be soon added to the repertoire.