Virtual Observer is a workforce optimization (WFO) solution that fully integrates with Freshdesk.
Virtual Observer (VO) provides a complete suite of workforce optimization (WFO) tools that support contact center operations leaders with Workforce Management (WFM), Omnichannel Recording, Screen Capture, Quality Management, Speech Analytics and more! Customer interactions are fully monitored and managed in the contact center, and complete omnichannel history is integrated into Freshdesk for a complete picture of every customer interaction. Highly configurable dashboard reporting helps manage data inputs so critical information is available at a glance.
All of this is housed in a single sign on environment for the user, as the VO solution is launched from within Freshdesk, pulling all critical customer interaction data into a common platform for analysis and reporting, intraday management and WFM forecasting purposes.
This "WFO Event Player" application is tightly coupled with your Virtual Observer cloud instance and allows users to playback WFO events from the Freshdesk ticket interface.
Install from the Freshdesk Marketplace