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We are excited to introduce the launch of our new Freshworks Freshdesk Omni — an all-in-one, AI-first, omnichannel solution. This Suite combines conversational support and ticketing capabilities, powered by generative AI, to deliver outstanding customer and agent experiences.
If you are a Freshdesk Omnichannel customer and want to learn more and experience the new Freshworks Freshdesk Omni, please write to support@freshdesk.com.
With the omnichannel dashboard, you can monitor your team’s performance across channels in real-time. It gives a birds-eye view of the day-to-day trends in the volume of enquiries, customer happiness, agent availability, and agent performance across all support channels.
Scenarios where the dashboard can be helpful
- If there’s a spike in the number enquiries- either calls, chats or tickets- you’ll able to spot it quickly. You can move agents between channels to make sure every customer gets a quick response
- You can control which agents inquiries are automatically routed to by changing their availability
- If your team is working remotely, the availability dashboard will give you an idea of how busy your agents are and which channel is keeping the busiest
- View metrics specific to a team on Freshchat or Freshcaller
In this article, we talk about the default Omnichannel dashboard. For details on how to create your own custom dashboard, to this article.
How to use the Dashboard
The metrics dashboard can be filtered based on groups in Freshdesk, Freshchat, or Freshcaller, or a product in Freshdesk.
The table below shows the list of default widgets that are available as a part of the dashboard.
** - Clicking on the metric will lead to a view with the corresponding tickets or chats.
The metrics correspond to the enquiries that your team receives in the previous 24 hours. For details on how the availability widget works, give this article a read.
