I’d love to move our call center to Freshfone, but would need reporting features that include call center data. Here is the current reporting that we get from our current call center, and would have to have this in order to move:
Inbound calls, abandoned calls, handled calls, calls abandoned %, average speed of answer, average handle time, after hours calls received.
second this!! Freshpone is a nice start but its way to simplistic right now to even consider as a replacement for any time of in-bound call system.
In addition to the reporting requirements Bob mentioned, you MUST add:
1. real call routing, start with simple algorithms and later add heuristic/skill based routing
2. with call routing, you can knock "available" agents offline if they miss calls
3. you can use CID information to re-populate ticket fields!
over 5 years ago
@Bob - We are adding call reporting to Freshfone in our next updates. Most of the call metrics that you have mentioned are being considered. We don't have an ETA right now but since we are actively working on it, the timeline is more sooner than later.
@Marc - The product will mature in that direction but it is too soon to commit to any timelines on this right now.
over 5 years ago
What would be theschedule for call reporting? Have you any info when that kind of feature is available?
over 4 years ago
Is there any update on this? Freshfone is a nice feature we recently purchased, but really need additional reporting functionality over just the Freshfone summary! I see that your typical pipeline for adding items is well over a year (or at least that is the perception from this thread).
We also need a report similar to the freshchat summary where it shows the breakdown in a graphical format (screenshot attached). We also need need a breakdown of number of calls per hour, with stats showing if an agent did not answer a call that came in or passed the call along without answering, also a breakdown of business hours compared out non-business hours, not just 'unanswered calls' (as the current freshfone summary does not show the missed calls by agent - at least not in my view, and I'm the admin.) - also that not all agents have 100% answer rate, as we all know that there are missed calls during business hours.
An update on the schedule is greatly appreciated so I may let my team know.