Understand all call details to the T from the call metrics tab within Freshcaller. With over 40+ call metrics available for each call log like wait time, call cost, answering speed, etc managers can be on top of any customer interaction from the detailed call logs section. The extensive coverage of these logs, give a 360 degree view at any given instance.
As a business grows so does its customer base & expectations about timely support. Call logs & its periodic export & analysis can aid managers & supervisors to deliver on these growing expectations & keep customers satisfied. The flexible export option that allows exporting a wide range of metrics & call notes helps in establishing solid quality checks on overall call center performance.
Call recordings are available against the respective call log with a quick-to-play seek bar. Not just that, these recordings also get automatically appended to any associated tickets if you have an active Freshdesk Core- Freshcaller integration. This capability to access, filter & even export all recordings from a single screen helps agents have full context before getting on customer calls.
To begin with, after you successfully sign up for Freshcaller, add your team, purchase phone numbers & set up basic call queues, you can start making & answering calls.
Every call that you handle gets automatically logged in the Call Metrics tab & can be accessed by all agents, supervisors, admins, and account admins.
You can access two types of Call Logs from within Freshcaller,
Basic Metrics: Provides the basic details, for example, the name of the caller/company/customer, the type of call (inbound or outbound), the call timestamp, and the agent who received or made the call
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