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Agent Shift management
Handle agent shifts easily and delight customers no matter when they contact you
You no longer have to waste time logging details about shifts in spreadsheets. With Agent Shifts, you can keep track of different schedules and the agents that work in them with simple views. When you need to change an agent’s schedule, you can easily move them from one shift to another.
You can make Agent Shifts work for you based on your team's workflows.
Agent Shifts adapts to your unique workflows and ensure no issue slips through between shifts.
When a customer responds to an agent who’s on leave, Freshdesk recognizes if they’re temporarily available or if they’re away on a long break. Your customer will then be automatically notified and tickets can be re-routed to agents who are available.
You have the option to choose between assignment methods that distribute tickets equally, based on an agent's skill, or based on their workload.
Get a birds-eye view of trends in the volume of enquiries, customer happiness, agent availability, and agent performance across all support channels.
Get an accurate view of the team’s availability. You can see how long an agent has been active on a channel and when their status was last updated.
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