Freshdesk cti integration - ozonetel
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Improve your agent productivity & customer satisfaction with our CTI integration
Transcript of Freshdesk cti integration - ozonetel
Improve your agent productivity & customer satisfaction with our CTI integration
CloudAgent
Let us observe how Ozonetel integrated with FreshDesk.
Agent login to CloudAgent to take Inbound calls Or to make Outbound calls.
Agent screen pops up with Customer details/History , from FreshDesk.
Agent becomes BUSY with Call control features on their login screen. • Agents can modify/add Customer details on Screen pop up. • Create a ticket can be done from the same page while Agents are on call. • Agents can write Dispositions/Comments on FreshDesk OR in toolbar Disposition and
Save the call.
Once call is completed, the Call details are passed back to FreshDesk. The same is observed in Tickets tab in side FreshDesk login
Agents while on the call with a caller:• Can observe the caller details on the Screen pop up page. • Can view Ticket history of the caller.
Admin can login to FreshDesk CRM directly and also observe the ticket Details.
LIVE – Monitoring Dashboards – AGENT Details
Admin shall monitor Agents status Live – and can “Barge-in” to calls. Admin can also observe Queue calls with Skill name.
LIVE – Monitoring Dashboards – Call Details
Admin shall monitor Call status Live Admin can also observe Queue calls with Skill name and Caller number.
LIVE – Monitoring Graphical Dashboards – Agent Details
Admin shall monitor Call status Live Hourly call summary and Agent Status is observedAdmin can also observe Queue calls with Skill name and Caller number.
LIVE – Monitoring Graphical Dashboards – Call Details
Admin shall monitor Agent Call status Live Admin can use RELEASE/LOG OFF – buttons if needed.
LIVE Agent Dashboard with Calls connected/Talk time/Wrap time..
