In addition to the existing phone channel features that we currently offer today, we are pleased to inform advance feature sets as an add-on for current customers.

These include:

Call monitoring and barging: Admins can monitor ongoing calls without the agent's knowledge - for monitoring how quickly the agent is able to resolve the customer problem, training, providing problem solving techniques, knowledge of the product or service, etc. 

When you see an ongoing call in the Real-Time Call Dashboard, just mouse over the ongoing call to monitor or barge. The speaker button will be on mute by default once you join the call. All you have to do is just unmute to speak.

Call conferencing: Seek assistance from other agents by looping them into the ongoing call. In case additional help is required from other agents, you can simply choose from the list of available agents and add them to the ongoing call. 

Just select the agent button when you are on call and you will be able to see the list of agents. Simply search based on agent name, mouse over the agent and click Add to Call.

Call masking: It is important to ensure that customers do not have to switch providers just because businesses expanded their operations to a new geography. Call masking allows you to expand your presence to practically any country in the world. Typically, call masking is well suited for outbound heavy teams. But even inbound focused teams consider this a good alternative to maintaining two systems or having to learn and adapt to a new system. 

Choose the number you wish to mask by adding phone numbers under Manage Caller ID in the Admin tab. Here, you can see the list of alternate numbers you can use to mask your phone number with.

Alternatively, you have the option to also choose the number for masking from the Setting tab once you have selected your phone number.

Call lifetime metrics and tracking: View metrics reflecting the entire lifetime of the calls. Once you have these metrics, you can export them into an Excel or CSV file and run analytical functions:
  • IVR time: How much time the caller spent on IVR
  • Queue time: How long was the caller placed in queue
  • Ringing time: How much time was the phone ringing
  • Speed to answer time: How much time did the agent take to answer the call
  • Hold time: Once the call was answered, how long was it put on hold
  • Talk time: How long was the phone conversation
  • After call work time: Once the call was disconnected, how much time did the agent spend on wrapping up the call related work before becoming available again

You are in the Dashboard view once you have logged into Freshdesk. To your right, you'll see a Phone window with a list of customers-in-waiting and in-conversation agents. This window also includes a call history link. Clicking the link will take you to the call history page where you can see the status of all the calls. In the call history page, you will see an Export drop-down. Choosing your desired format will download call details along with detailed metrics for every call.

After call work (ACW): The phone channel in Freshdesk lets call center agents to perform the following using ACW:
  • Add call notes
  • Update ticket information
  • Update CRM by adding action items and follow up
  • Reach out to other teams to sought the customer issue or seek feedback
  • Email the caller with information on the action items
You will notice the agent availability status going from Ongoing Call to Wrapping Up once the agent hang up the customer call. The agent will be in the Wrapping Up status for one minute (ACW time is configurable). This will give them time to perform the above listed tasks - which was previously possible only during the talk time. Additionally, agents can manually override the ACW status from a wrapping up state to accepting calls by toggling the agent availability status.

Warm transfer: In the event of transferring a customer call from one agent to another, you can ensure you provide enough context about the customer issue to the new agent through a warm transfer. 

Just like call conferencing to add agents, follow the same steps and mouse over an agent name. You can perform various actions with one of them being warm transfer.

In addition to the add-on price, customers using call monitoring, call barging, and call conferencing will be charged a very nominal pulse for the duration for which an agent/supervisor was part of the call.