<BETA> Using Omnichannel Routing to manage workload across different support channels
started a topic
3 months ago
Customers can reach out to your team through different channels like Email, Phone or Livechat. While this broadens the horizon for your customers, managing the workload across these channels can be quite tricky.
Your agents might be overloaded with tickets/ chats while trying to help a customer on a phone call. As an admin, you'd want to avoid the overload and take total control of the workload across channels and distribute it to the available agents equally.
You don't have to worry about this any longer. With the addition of Omnichannel assignment to Freshdesk, we're making it easier for you to manage workload across the channels and also monitor your agents' availability.
With the Omnichannel assignment, admins can now split the workload coming in from phone, chat and tickets to agents in the helpdesk from a single page. You can set capping limits for customer enquiries, so your agents are not overloaded with tickets, calls, and chats simultaneously. The routing also stays in sync with the skill mapped to each agent. This ensures that the right type and the right number of customer enquiries get distributed to all agents in your helpdesk.
With the Omnichannel Dashboard, admins can add widgets that display agent availability over chat and phone.
We're planning to roll out the BETA in early 2019. If you're interested, please drop us a note here. We'll get in touch with you when the BETA version is ready!