Attention please!!\u00a0<\/span><\/span><\/strong><\/h3>

\u00a0<\/p>

The time has finally arrived for us to take Freshworks Community 2.0 - LIVE <\/strong><\/em><\/span>!! Please note that the migration process will begin from Thursday, 20th July, 2023<\/strong>\u00a0and will run over the next few days.<\/span><\/p>

While the migration process is on-going you will notice new changes to the layout, improvised categories, changes to the home menu and articles temporarily missing. Please note that these will gradually be placed in the new categories<\/u>. You may find some categories to be temporarily empty but please do not worry, the migration may extend for a little while we gradually phase the migration of our entire database. We will be moving over 10,000 articles and the migration will happen in phases, please bear with us as this may take a few weeks to complete.\u00a0<\/span><\/p>

In the interim, we look forward to your feedback, suggestions, any pages that could be broken, please do alert us on this thread so we\u00a0can keep an eye out and amend immediately. We hope these changes bring in more structure, better spaces for discussion and elevate the experience for our members.<\/span><\/p>

Next week, please keep a look out for the details of the new structure, how you can navigate it and start posting in the new specific topic areas.\u00a0<\/span><\/p>

In case you missed the tea on Freshworks Community 2.0 is, please see the article below :<\/span><\/strong><\/p>

<\/oembed><\/p>

\u00a0<\/p>

Lastly before I sign off, a few additional points:<\/span><\/p>

\ud83d\udcdd\u00a0Your feedback is crucial to making this next phase a success. Please fill in this form<\/a><\/strong> so we can hear from you. This will be directly reviewed by our Senior Director of Customer Engagement @Colin Crowley<\/user-mention><\/span>\u00a0and I.\u00a0<\/span><\/p>

\ud83c\udf08\u00a0We will also be introducing a fun AMA with me - Ask Aly Anything<\/strong> :)! Over the next quarter, I would like to hear directly from you on any concerns,\u00a0 questions on the next phase of growth and mainly just to get to know you better and hear from you! Stay tuned for those details.<\/span><\/p>

\ud83d\udccc\u00a0\u200bPlease note that as we move to the new categories, the topics you used to \u2018Subscribe\u2019<\/strong> to will be lost. So please ensure to re-subscribe.<\/span><\/p>

\ud83d\udea8If there are any pages that are broken, please alert @Kamakshi V<\/user-mention><\/span>\u00a0\u00a0or me and we will work to rectify as soon as possible.<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

\u00a0<\/p>

Thanks for your patience and support as always.<\/span><\/p>

\u00a0<\/p>

Best<\/p>

Ally<\/p>","url":"\/announcements-and-events-11308\/attention-please-maintenance-hours-for-freshworks-community-2-0-32305?postid=80461#post80461","creationDate":"2023-07-19T08:44:32+0000","relativeCreationDate":"13 days ago"},"contentType":"article","type":0,"likes":6,"hasCurrentUserLiked":false}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}">

ATTENTION PLEASE!! Maintenance Hours for Freshworks Community 2.0

13 days ago

• Community
• Using Freshcaller

Using Freshcaller

All about Freshcaller!

7 Topics

Hi there,\u00a0\u00a0<\/p>

Hoping I can make this make sense.\u00a0 I work for a \u00a0organization that is moving over to Fresh Desk Contact Centre\u00a0which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a\u00a0 separate public number) .\u00a0 This number will have its own messaging and menu options, however is it still possible to transfer to the second\u00a0IVR\u00a0or have calls over flow to it?\u00a0<\/p>

Have included a visual of what I am talking about.\u00a0\u00a0<\/p>

Any help with this would be great.<\/p>

Thank you.\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/multiple-ivrs-in-one-company-26267?postid=67765#post67765","creationDate":"2022-10-11T15:56:48+0000","relativeCreationDate":"9 months ago"},"isTopicUnread":true,"privateId":3464,"id":26267,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/multiple-ivrs-in-one-company-26267","title":"Multiple IVRs in one company","lastPost":{"id":72696,"author":{"id":40986,"url":"\/members\/srivi-40986","name":"Srivi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c5f035f-0992-47ae-98b9-c2ad9bba7838.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

Hello Helpline Manager,<\/p>

Thanks for reaching out FreshworksCommunity.<\/p>

To have a transfer to the second IVR, we do have an option when we set the IVR.<\/p>

1. \t

   Send to IVR Menu<\/strong>: Select this option to send your customer to a second IVR tree. You can select from the list of IVRs available in your account or create a new IVR tree.\u00a0<\/strong><\/p>\t<\/li><\/ol>

   You can refer this article for further information.<\/p>

   https:\/\/support.freshcaller.com\/en\/support\/solutions\/articles\/229262-setting-up-interactive-voice-response-ivr-<\/a><\/p>

   \u00a0<\/p>

   Thanks,<\/p>

   Srividya.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/multiple-ivrs-in-one-company-26267?postid=72696#post72696","creationDate":"2023-02-22T12:46:18+0000","relativeCreationDate":"5 months ago"},"lastReply":{"id":72696,"author":{"id":40986,"url":"\/members\/srivi-40986","name":"Srivi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c5f035f-0992-47ae-98b9-c2ad9bba7838.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

   Hello Helpline Manager,<\/p>

   Thanks for reaching out FreshworksCommunity.<\/p>

   To have a transfer to the second IVR, we do have an option when we set the IVR.<\/p>

   1. \t

      Send to IVR Menu<\/strong>: Select this option to send your customer to a second IVR tree. You can select from the list of IVRs available in your account or create a new IVR tree.\u00a0<\/strong><\/p>\t<\/li><\/ol>

      You can refer this article for further information.<\/p>

      https:\/\/support.freshcaller.com\/en\/support\/solutions\/articles\/229262-setting-up-interactive-voice-response-ivr-<\/a><\/p>

      \u00a0<\/p>

      Thanks,<\/p>

      Srividya.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/multiple-ivrs-in-one-company-26267?postid=72696#post72696","creationDate":"2023-02-22T12:46:18+0000","relativeCreationDate":"5 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":67765,"author":{"id":36138,"url":"\/members\/helplinemanager-36138","name":"Helplinemanager","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      Hi there,\u00a0\u00a0<\/p>

      Hoping I can make this make sense.\u00a0 I work for a \u00a0organization that is moving over to Fresh Desk Contact Centre\u00a0which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a\u00a0 separate public number) .\u00a0 This number will have its own messaging and menu options, however is it still possible to transfer to the second\u00a0IVR\u00a0or have calls over flow to it?\u00a0<\/p>

      Have included a visual of what I am talking about.\u00a0\u00a0<\/p>

      Any help with this would be great.<\/p>

      Thank you.\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/multiple-ivrs-in-one-company-26267?postid=67765#post67765","creationDate":"2022-10-11T15:56:48+0000","relativeCreationDate":"9 months ago"},"numberOfViews":34,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"72696"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      H

      

      Helplinemanager Apprentice

      asked in自动管理和调用Flows

      Multiple IVRs in one company

      Hi there, Hoping I can make this make sense. I work for a organization that is moving over to Fresh Desk Contact Centre which we are very excited about. At the moment we are moving with one IVR with multiple menu options, however I am looking to move one of the options to have its own IVR ( this already has a separate public number) . This number will have its own messaging and menu options, however is it still possible to transfer to the second IVR or have calls over flow to it? Have included a visual of what I am talking about. Any help with this would be great.Thank you.

      0 1

      

      

      5 months ago

Hi everyone.

For example we have 2 que.<\/p>

• Support<\/li>\t
• Billing<\/li><\/ul>

  Our customer pressed 2 and went\u00a0to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can\u2019t. Because they allways have to select an agent. If there is no any available agents on the que, they can\u2019t transfer.
  We need to transfer to selected que and after that, the que must distribute the calls with in rules.
  
  Is there any way to solve our problem?
  \u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/how-can-i-transfer-call-to-a-que-when-doesn-t-have-any-available-agent-24510?postid=63510#post63510","creationDate":"2022-06-10T13:07:32+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":2635,"id":24510,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/how-can-i-transfer-call-to-a-que-when-doesn-t-have-any-available-agent-24510","title":"How can I transfer call to a que when doesn't have any available agent?","lastPost":{"id":72689,"author":{"id":40986,"url":"\/members\/srivi-40986","name":"Srivi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c5f035f-0992-47ae-98b9-c2ad9bba7838.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

  Hello Fatih Dogan,<\/p>

  In the call Queue settings you can set the option as route it to another queue when no agents are available.<\/p>

  \u00a0<\/p>

  <\/figure>

  \u00a0<\/p>

  \u00a0<\/p>

  To transfer an ongoing call, you have options to transfer to a live agent, to another IVR and to another Queue.\u00a0<\/p>

  You can refer the below articles too.<\/p>

  https:\/\/support.freshcaller.com\/en\/support\/solutions\/articles\/238083-transferring-calls<\/a><\/p>

  https:\/\/support.freshcaller.com\/en\/support\/solutions\/articles\/50000004783<\/a><\/p>

  \u00a0<\/p>

  Thanks,<\/p>

  Srividya<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/how-can-i-transfer-call-to-a-que-when-doesn-t-have-any-available-agent-24510?postid=72689#post72689","creationDate":"2023-02-22T11:05:29+0000","relativeCreationDate":"5 months ago"},"lastReply":{"id":72689,"author":{"id":40986,"url":"\/members\/srivi-40986","name":"Srivi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c5f035f-0992-47ae-98b9-c2ad9bba7838.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

  Hello Fatih Dogan,<\/p>

  In the call Queue settings you can set the option as route it to another queue when no agents are available.<\/p>

  \u00a0<\/p>

  <\/figure>

  \u00a0<\/p>

  \u00a0<\/p>

  To transfer an ongoing call, you have options to transfer to a live agent, to another IVR and to another Queue.\u00a0<\/p>

  You can refer the below articles too.<\/p>

  https:\/\/support.freshcaller.com\/en\/support\/solutions\/articles\/238083-transferring-calls<\/a><\/p>

  https:\/\/support.freshcaller.com\/en\/support\/solutions\/articles\/50000004783<\/a><\/p>

  \u00a0<\/p>

  Thanks,<\/p>

  Srividya<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/how-can-i-transfer-call-to-a-que-when-doesn-t-have-any-available-agent-24510?postid=72689#post72689","creationDate":"2023-02-22T11:05:29+0000","relativeCreationDate":"5 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":63510,"author":{"id":31647,"url":"\/members\/fatih-dogan-31647","name":"Fatih Do\u011fan","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ba28a9e5-e504-4543-8095-f837cf35368f.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

  Hi everyone.
  
  For example we have 2 que.<\/p>

  • Support<\/li>\t
  • Billing<\/li><\/ul>

    Our customer pressed 2 and went\u00a0to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can\u2019t. Because they allways have to select an agent. If there is no any available agents on the que, they can\u2019t transfer.
    We need to transfer to selected que and after that, the que must distribute the calls with in rules.
    
    Is there any way to solve our problem?
    \u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/how-can-i-transfer-call-to-a-que-when-doesn-t-have-any-available-agent-24510?postid=63510#post63510","creationDate":"2022-06-10T13:07:32+0000","relativeCreationDate":"1 year ago"},"numberOfViews":28,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"72689"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

    

    

    Fatih Doğan Apprentice

    asked in自动管理和调用Flows

    How can I transfer call to a que when doesn't have any available agent?

    Hi everyone.For example we have 2 que.Support BillingOur customer pressed 2 and went to the Billing department. When the Billing agent wants to the transfer this call to Support que, they can’t. Because they allways have to select an agent. If there is no any available agents on the que, they can’t transfer.We need to transfer to selected que and after that, the que must distribute the calls with in rules.Is there any way to solve our problem?

    0 1

    

    

    5 months ago

The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.<\/span><\/p>

<\/figure>

Now you will never miss a step or event that occurred during an inbound or outbound call.<\/span><\/p>

How is a call lifecycle useful?<\/strong><\/p>

• \t

  Easily get the complete context of a call<\/span><\/p>\t<\/li>\t

• \t

  Quickly identify the reasons for missed or ignored calls<\/span><\/p>\t<\/li>\t

• \t

  Effectively monitor agent productivity<\/span><\/p>\t<\/li><\/ul>

  Click here<\/a> to know more.<\/span><\/p>","url":"\/managing-ivrs-and-call-flows-11370\/increase-the-visibility-of-your-calls-with-call-lifecycle-20719?postid=52070#post52070","creationDate":"2021-02-17T06:18:19+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":17591,"id":20719,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/increase-the-visibility-of-your-calls-with-call-lifecycle-20719","title":"Increase the visibility of your calls with Call Lifecycle","lastPost":{"id":69800,"author":{"id":30476,"url":"\/members\/bethany-wesley-30476","name":"Bethany Wesley","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f9b72f4c-6447-475f-95a8-25be7d7d2eaa.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":"

  Is there any update on this? It would be extremely useful.\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/increase-the-visibility-of-your-calls-with-call-lifecycle-20719?postid=69800#post69800","creationDate":"2022-11-28T17:37:26+0000","relativeCreationDate":"8 months ago"},"lastReply":{"id":69800,"author":{"id":30476,"url":"\/members\/bethany-wesley-30476","name":"Bethany Wesley","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f9b72f4c-6447-475f-95a8-25be7d7d2eaa.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":"

  Is there any update on this? It would be extremely useful.\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/increase-the-visibility-of-your-calls-with-call-lifecycle-20719?postid=69800#post69800","creationDate":"2022-11-28T17:37:26+0000","relativeCreationDate":"8 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":52070,"author":{"id":20313,"url":"\/members\/aileen-mary-20313","name":"aileen.mary","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

  The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.<\/span><\/p>

  <\/figure>

  Now you will never miss a step or event that occurred during an inbound or outbound call.<\/span><\/p>

  How is a call lifecycle useful?<\/strong><\/p>

  • \t

    Easily get the complete context of a call<\/span><\/p>\t<\/li>\t

  • \t

    Quickly identify the reasons for missed or ignored calls<\/span><\/p>\t<\/li>\t

  • \t

    Effectively monitor agent productivity<\/span><\/p>\t<\/li><\/ul>

    Click here<\/a> to know more.<\/span><\/p>","url":"\/managing-ivrs-and-call-flows-11370\/increase-the-visibility-of-your-calls-with-call-lifecycle-20719?postid=52070#post52070","creationDate":"2021-02-17T06:18:19+0000","relativeCreationDate":"2 years ago"},"numberOfViews":141,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"69800"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

    A

    

    aileen.mary Apprentice

    张贴在自动管理和调用Flows

    Increase the visibility of your calls with Call Lifecycle

    The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.

    0 5

    

    

    8 months ago

Hello, I just new to freshworks..<\/a>, I want to know about the customer feedback system like giving numbers to calling agents,<\/a>. Is there any option to get feedback from customers..,<\/p>

Regards<\/p>

Mikal\u2026,<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=57188#post57188","creationDate":"2021-11-05T17:06:11+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":1762,"id":22652,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652","title":"Incoming Calls - Customer Feedback","lastPost":{"id":68915,"author":{"id":39736,"url":"\/members\/fcyt999-39736","name":"Fcyt999","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c05d7048-a53f-4291-a8ba-b5d5f9aa5999.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

There are five different ways to get this<\/p>

• Customer feedback through emails.\u00a0<\/li>\t
• Customer feedback through surveys.<\/li>\t
• Customer feedback through focus groups.<\/li>\t
• Customer feedback through digital channels.<\/li>\t
• Customer feedback through UserTesting.<\/li><\/ul>

  Thanks to .Avs Series<\/a><\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=68915#post68915","creationDate":"2022-11-04T06:48:40+0000","relativeCreationDate":"8 months ago"},"lastReply":{"id":68915,"author":{"id":39736,"url":"\/members\/fcyt999-39736","name":"Fcyt999","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c05d7048-a53f-4291-a8ba-b5d5f9aa5999.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

  There are five different ways to get this<\/p>

  • Customer feedback through emails.\u00a0<\/li>\t
  • Customer feedback through surveys.<\/li>\t
  • Customer feedback through focus groups.<\/li>\t
  • Customer feedback through digital channels.<\/li>\t
  • Customer feedback through UserTesting.<\/li><\/ul>

    Thanks to .Avs Series<\/a><\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=68915#post68915","creationDate":"2022-11-04T06:48:40+0000","relativeCreationDate":"8 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":57188,"author":{"id":33638,"url":"\/members\/mikal11-33638","name":"Mikal11","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

    Hello, I just new to freshworks..<\/a>, I want to know about the customer feedback system like giving numbers to calling agents,<\/a>. Is there any option to get feedback from customers..,<\/p>

    Regards<\/p>

    Mikal\u2026,<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=57188#post57188","creationDate":"2021-11-05T17:06:11+0000","relativeCreationDate":"1 year ago"},"numberOfViews":93,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"68915"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

    M

    

    Mikal11 Apprentice

    asked in自动管理和调用Flows

    Incoming Calls - Customer Feedback

    Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

    0 3

    

    

    8 months ago

Hello all,<\/p>

We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.<\/p>

One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.<\/p>

For us a call technically doesn\u2019t count most\u00a0of it\u2019s metrics until it starts ringing in its queue or when it is in the wait queue.<\/p>

By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.<\/p>

I also find it is counting people who have rung before we are open and greeted by our closed IVR meaning we regularly start the day to 10 - 20 abandoned calls and our Service Levels already taking a hammering.<\/p>

I have requested a bespoke \/ updated Live Dashboard experience but understand this may take time so if there are any hints or tips anyone has I\u2019d be super grateful to make it look less scary to those looking at the Live Dashboard.<\/p>

Thanks.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503?postid=68373#post68373","creationDate":"2022-10-24T10:49:48+0000","relativeCreationDate":"9 months ago"},"isTopicUnread":true,"privateId":3580,"id":26503,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503","title":"Live Dashboard - Suggestions?","lastPost":{"id":68373,"author":{"id":31446,"url":"\/members\/aaronparker-31446","name":"AaronParker","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d53dc6-2362-437c-a0ea-662ace212087.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"

Hello all,<\/p>

We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.<\/p>

One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.<\/p>

For us a call technically doesn\u2019t count most\u00a0of it\u2019s metrics until it starts ringing in its queue or when it is in the wait queue.<\/p>

By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.<\/p>

I also find it is counting people who have rung before we are open and greeted by our closed IVR meaning we regularly start the day to 10 - 20 abandoned calls and our Service Levels already taking a hammering.<\/p>

I have requested a bespoke \/ updated Live Dashboard experience but understand this may take time so if there are any hints or tips anyone has I\u2019d be super grateful to make it look less scary to those looking at the Live Dashboard.<\/p>

Thanks.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503?postid=68373#post68373","creationDate":"2022-10-24T10:49:48+0000","relativeCreationDate":"9 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":68373,"author":{"id":31446,"url":"\/members\/aaronparker-31446","name":"AaronParker","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d53dc6-2362-437c-a0ea-662ace212087.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"

Hello all,<\/p>

We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.<\/p>

One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.<\/p>

For us a call technically doesn\u2019t count most\u00a0of it\u2019s metrics until it starts ringing in its queue or when it is in the wait queue.<\/p>

By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.<\/p>

I also find it is counting people who have rung before we are open and greeted by our closed IVR meaning we regularly start the day to 10 - 20 abandoned calls and our Service Levels already taking a hammering.<\/p>

I have requested a bespoke \/ updated Live Dashboard experience but understand this may take time so if there are any hints or tips anyone has I\u2019d be super grateful to make it look less scary to those looking at the Live Dashboard.<\/p>

Thanks.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503?postid=68373#post68373","creationDate":"2022-10-24T10:49:48+0000","relativeCreationDate":"9 months ago"},"numberOfViews":34,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"68373"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

AaronParker Skilled Expert

asked in自动管理和调用Flows

Live Dashboard - Suggestions?

Hello all,We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.For us a call technically doesn’t count most of it’s metrics until it starts ringing in its queue or when it is in the wait queue.By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.I also find it is counting people who have rung before we are open and greeted by our closed IVR mean

0 0

9 months ago

I\u2019m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here\u2019s my situation:<\/p>

1. Call comes into IVR; callers presses 2 to talk to agent<\/li>\t
2. Rings to all available agents (2-4 logged in at a time) for :60.<\/li>\t
3. If agents are available but don\u2019t answer (because they\u2019re working on another ticket), go to Rollover Call Queue<\/li>\t
4. Play Wait Queue Message, append position to wait message\t
   1. Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the \u201cavailable\u201d status.\u00a0<\/span><\/li>\t\t
   2. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.\u00a0<\/span><\/li>\t<\/ol><\/li><\/ol>

      How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring again?\u00a0<\/p>

      \u00a0<\/p>

      Thanks for your help!<\/p>

      \u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=52169#post52169","creationDate":"2021-02-19T18:57:44+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":17598,"id":20736,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736","title":"Callers Stuck in Wait Queue Even Thought Agents are Available","lastPost":{"id":61821,"author":{"id":35955,"url":"\/members\/atreasure-35955","name":"ATreasure","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":"

      Hello Community Manager<\/p>

      Think David is referring to Forced\/Auto answer., which is\u00a0a feature that system doesn't have today. Since the system will not change the agent state to Offline as they missed a call,\u00a0 its added work for the supervisor to assign calls to agents (which btw is what the system should do) and\u00a0to keep monitoring agent\u00a0state.\u00a0\u00a0<\/p>

      We are having similar issue, in our case the agents cherry pick the call they want to answer.. wouldnt have been possible if Forced\/Auto Answer was available.<\/p>

      Regards<\/p>

      ART<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=61821#post61821","creationDate":"2022-04-06T19:19:16+0000","relativeCreationDate":"1 year ago"},"lastReply":{"id":61821,"author":{"id":35955,"url":"\/members\/atreasure-35955","name":"ATreasure","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":"

      Hello Community Manager<\/p>

      Think David is referring to Forced\/Auto answer., which is\u00a0a feature that system doesn't have today. Since the system will not change the agent state to Offline as they missed a call,\u00a0 its added work for the supervisor to assign calls to agents (which btw is what the system should do) and\u00a0to keep monitoring agent\u00a0state.\u00a0\u00a0<\/p>

      We are having similar issue, in our case the agents cherry pick the call they want to answer.. wouldnt have been possible if Forced\/Auto Answer was available.<\/p>

      Regards<\/p>

      ART<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=61821#post61821","creationDate":"2022-04-06T19:19:16+0000","relativeCreationDate":"1 year ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":1,"relevantPost":{"id":52169,"author":{"id":30401,"url":"\/members\/tckstevens-30401","name":"tckstevens","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/11b524c9-682b-4e54-b010-637492c73fff.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      I\u2019m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here\u2019s my situation:<\/p>

      1. Call comes into IVR; callers presses 2 to talk to agent<\/li>\t
      2. Rings to all available agents (2-4 logged in at a time) for :60.<\/li>\t
      3. If agents are available but don\u2019t answer (because they\u2019re working on another ticket), go to Rollover Call Queue<\/li>\t
      4. Play Wait Queue Message, append position to wait message\t
         1. Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the \u201cavailable\u201d status.\u00a0<\/span><\/li>\t\t
         2. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.\u00a0<\/span><\/li>\t<\/ol><\/li><\/ol>

            How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring again?\u00a0<\/p>

            \u00a0<\/p>

            Thanks for your help!<\/p>

            \u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=52169#post52169","creationDate":"2021-02-19T18:57:44+0000","relativeCreationDate":"2 years ago"},"numberOfViews":668,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"61821"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

            

            

            tckstevens Apprentice

            张贴在自动管理和调用Flows

            Callers Stuck in Wait Queue Even Thought Agents are Available

            我很好奇是否有人在呼叫者getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time. How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring

            1 5

            A

            

            1 year ago

Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here\u2019s my situation:<\/p>

1. Call goes into the queue<\/li>\t
2. Play wait queue for caller that says something like, \u201cAll agents are busy, please hold or press * to leave a voicemail.\u201d<\/li>\t
3. Append queue position<\/li>\t
4. I\u2019d like to enable callback so immediately after the queue position the Callback says something like, \u201cPress 1 to remain in queue or press 2 to leave a voicemail.\u201d<\/li>\t
5. If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.<\/li><\/ol>

   This means the customer experience goes something like this: \u201cAll agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026\u201d for the max time of the wait queue, which is 5 minutes. That\u2019s pretty annoying!<\/p>

   I\u2019ve played around with adding music at various lengths but then the customer doesn\u2019t hear the queue position or the callback message for several minutes.<\/p>

   How do you all handle this?\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=52170#post52170","creationDate":"2021-02-19T19:04:36+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":17599,"id":20737,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737","title":"Best Practices for Messages in IVR?","lastPost":{"id":54966,"author":{"id":17472,"url":"\/members\/harshaa-sridhar-17472","name":"harshaa.sridhar","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":"

   Hi Stevens,<\/p>

   Hope you are doing well!<\/p>

   I wanted to quickly check if the issue with wait queue message repetition has been resolved. If not, feel free to send a message, and we will look into it :)<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=54966#post54966","creationDate":"2021-08-03T09:45:51+0000","relativeCreationDate":"1 year ago"},"lastReply":{"id":54966,"author":{"id":17472,"url":"\/members\/harshaa-sridhar-17472","name":"harshaa.sridhar","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":"

   Hi Stevens,<\/p>

   Hope you are doing well!<\/p>

   I wanted to quickly check if the issue with wait queue message repetition has been resolved. If not, feel free to send a message, and we will look into it :)<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=54966#post54966","creationDate":"2021-08-03T09:45:51+0000","relativeCreationDate":"1 year ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":52170,"author":{"id":30401,"url":"\/members\/tckstevens-30401","name":"tckstevens","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/11b524c9-682b-4e54-b010-637492c73fff.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

   Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here\u2019s my situation:<\/p>

   1. Call goes into the queue<\/li>\t
   2. Play wait queue for caller that says something like, \u201cAll agents are busy, please hold or press * to leave a voicemail.\u201d<\/li>\t
   3. Append queue position<\/li>\t
   4. I\u2019d like to enable callback so immediately after the queue position the Callback says something like, \u201cPress 1 to remain in queue or press 2 to leave a voicemail.\u201d<\/li>\t
   5. If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.<\/li><\/ol>

      This means the customer experience goes something like this: \u201cAll agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026\u201d for the max time of the wait queue, which is 5 minutes. That\u2019s pretty annoying!<\/p>

      I\u2019ve played around with adding music at various lengths but then the customer doesn\u2019t hear the queue position or the callback message for several minutes.<\/p>

      How do you all handle this?\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=52170#post52170","creationDate":"2021-02-19T19:04:36+0000","relativeCreationDate":"2 years ago"},"numberOfViews":171,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"54966"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"1b531ebbc890be2860999b1a72e1e8c8f6acfcdd","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      

      

      tckstevens Apprentice

      张贴在自动管理和调用Flows

      Best Practices for Messages in IVR?

      Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu

      0 2

      H

      

      1 year ago

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