All features Call Center Management Smart Escalations

 Smart escalations to enhance your team’s efficiency

Just get smarter, more resourceful and highly organized with our fallback rules

Upgrade your operational efficiency 

Managing a phone team always comes with a highly challenging operational nightmare. Do you ever have enough agents to tackle the incoming call volume? Mostly not. Using the smart escalations set up within Freshdesk Contact Center, plan and set up fallback rules and handle the non-ideal scenarios in your call center. Reduce the operational burden by acknowledging the calls that your team can’t attend immediately. Automatically direct these calls to voicemails, wait queue, nested call queues and callbacks wherever suitable.

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Level up your agent efficiency 

Not all teams have an equal load of calls every day. And, not all calls need your agents to spend equal amount of their effort and time. Make the best use of your agents by routing and setting up suitable fallback rules with the smart escalation capability. Redirect calls to agents who are most idle with the idle agent routing option. Reduce burnouts and attrition by directing calls to the wait queue or by giving the customer an option to opt for a callback.

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Smart Escalations within Freshdesk Contact Center (formerly Freshcaller)

Impact these call center metrics positively with the right smart escalation set-up 


Average time to answer

Reduce the average answer time for a customer by escalating it to another call queue. 

Average handle time

Spend valuable time talking to the customer rather than letting them navigate through a cascade of IVRs.  

Longest wait time

Understand the delays in your call flows better and in turn improve your customer's experience.

Here’s how you can choose the right fallback rules for your inbound calls

Setting up fallback rules to redirect phone calls when your phone team is unable to attend the calls is one of the best and smartest ways to seamlessly support your business’s growth. Choose to customize your call queues with the fallback rules the moment you see a surge in the number of missed calls, voicemails, or abandoned calls. Use smart escalations to also reduce the wait time of callers in the queue by letting them know their queue position and allow them to opt for a callback instead of waiting in the queue. Great customer experience is all about that extra proactive care in ensuring the least effort from the customers - a new take and necessary take on innovative call center management.

Options are plenty. Just choose. And refuse to miss calls anymore.    

The team is online yet calls go unanswered

A quick break or an ad hoc discussion may leave your agents to miss calls while they are still online. The calls would keep coming their way on account of their status being online. At times like these, direct the caller to another call queue, an external call center or the agent’s personal mobile number. You can further try to set the second level of fallback by directing the caller to leave a voicemail in case the escalated call is still unanswered.


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The team is busy hence calls go unattended

A growing customer base automatically increases the volume of calls that come in. And your phone team could constantly be busy and unable to attend every other call. Redirecting this call that cannot be picked up by the configured phone team to another team, external call center, any external agent/phone number or even the supervisor’s personal mobile number using Freshdesk Contact Center is a great way to ensure that your customers don’t feel unattended to.


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The team is busy with an overflowing wait queue

While waiting in a call queue is not the best experience for your customers, it’s anytime better than their calls going unattended. So, every time your team has their hands full with ongoing calls, smart escalation can help you inform your callers of their wait queue position and also give direct them to a different call queue if they’ve waited long enough until their maximum wait time. You can also let the caller choose to hang up after placing a request for a callback while still retaining their wait queue position. What better way to show your customers that you respect their time 😊

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The team is offline (non-business hours) completely

Those calls that come in while your team is away or during their non-business hours are equally important and need to be attended to when your team is back online. At the same time, it’s a great practice to let your customers know that they have called outside your business hours and they will get a callback once the team is back at work. That little bit of assurance and acknowledgment can be delivered with the Smart Escalation option in Freshdesk Contact Center.


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F.A.Qs on Freshdesk Contact Center’s Smart Escalation capability

Does Freshdesk Contact Center support multi-level call queues?

Yes, a Freshdesk Contact Center admin can configure up to 2 levels of nested call queues. i.e from the primary call queue to which a call comes in you can route the call to another call queue.

What is the maximum wait queue time that’s supported?

You can set a maximum of 900secs ~ 15mins. As an admin, you can change this time from within your wait queue settings.  

What if the customer does not pick up a callback?

Such calls are flagged as abandoned calls and can be accessed from the Call Metrics tab. 

Can I set up a smart escalation for an IVR menu?

Yes, if there is no response during an IVR, you can set the fallback to another call queue, an option to leave a voicemail or hang up the call.