Possible Errors :
-The agent's role in Freshdesk is a custom role, and in Freshchat/ Freshcaller for 1 agent it shows as "Agent" and for another agent with the same custom role in Freshdesk, is shown as "Supervisor" in Freshcaller or "Admin" in Freshchat.
Resolution Path :
Sometimes customers may report a scenario where they have 2 team members (agents) who have the wrong role showing up in Freshcaller. They are showing up as Supervisors when they should be Agents.
Custom Role in Freshdesk :
The Healthrageous Agent role is the same role that has been assigned to other agents as well, but for these agents alone, it is shown as supervisor.
- We can perform a few checks to confirm at first.
-Check if it is an Omnichannel account in Freshops. - -Check if it is a Bundled Account. In Freshops under "Bundled account?", the value should be "True".
- If the above conditions are satisfied, for this particular case, we can loop in the Freshcaller Team to perform a role change from the backend.
- Simply add a private note with the screenshots of the issue along with the respective access for the account, and address it to the Freshcaller Support Team for further action. Change the Group on the ticket to "Freshcaller Support" as well.
- In case there is a similar issue with Freshchat on disparity of role, we can collect the necessary details, and move it to the Freshchat Support team.