Beyond just transferring calls to others agents online, you can also directly transfer a caller to an unavailable rep's voicemail. To send a caller to voicemail, click the same transfer button while on a call. Below the list of online/available reps, you'll see Unavailable reps. Simply choose an unavailable rep and the call will be Keep Reading...
How many of your incoming calls get through to one of your team members? How often do they go to voicemail because no team members are online or available? Now you can find out in your FuseDesk Call Disposition report! You'll find your new Call Disposition report under the Call category in Reports. Incoming calls Keep Reading...
If your team is used to organizing your cases by case priority, you can organize your cases in FuseDesk in much the same way. To assign a High, Medium, Low Priority to a case, you'll simply assign a Case Tag. You can even create your own custom Priority case tags on the fly right from Keep Reading...
As a rep, you can set yourself to be available for chat and or calls right from the sidebar in FuseDesk. Next to your name, click the Chat icon to enable or disable chat availability. Click the Phone icon to enable or disable chat availability. When unavailable for chats or calls, you won't be notified Keep Reading...
What are you website visitors most often reaching out to your team about on Live Chat? Find out in our First Question Asked report in FuseDesk. From Reports choose First Live Question Asked from under Chat reports. This will show you all messages sent by website visitors before your team responded. You then have one-click Keep Reading...
In FuseDesk, individual cases can have Case Tags which are helpful in 3 ways. First, organizationally, case tags let you organize your cases so at a glance you can see what your cases are about right from a Case Queue. In your Workflows, you can even organize your cases into Workflow stages or columns based Keep Reading...
In order to make and receive phone calls in FuseDesk, you'll need to provide microphone access in your browser. If you've previously denied access to the mic, or you have it disabled for all sites, you can selectively enable microphone access for FuseDesk. Enabling Microphone Access in Chrome In the top right of Chrome, click Keep Reading...
Need to transfer a call to a colleague? Escalate a call to a manager? Route a call to the right person? Now you can! Easily transfer a call to a colleague in FuseDesk by clicking the Transfer button while in a call and picking a colleague to transfer the call to. In addition to picking Keep Reading...
FuseDesk helpfully remembers the last country and timezone that you use each time that you add a new contact. This way, when you come back to add a new contact, the country and timezone will be preset to what you most recently used. To see this in action, click New on the navigation and choose Keep Reading...
FuseDesk allows you and your team to easily block specific phone numbers, emails, countries, IP addresses, and more from creating new live chats or cases in your app. When a new message, chat, SMS, or email, etc. comes, we check all of your blocks to see if there are any matches, and if so, immediately Keep Reading...
