In this article and video, we introduce the babelforce manager app. The manager app is the interface you will use to create your processes and automatization. You will learn about some basic functionality, and after reading this article you should feel comfortable with babelforce terminology and ready to start your own project.
The links referred to in this article will help you navigate the babelforce Help Center to find the article you are looking for, so that you can begin to set up your call flow.
The structure of the babelforce manager app
You have three main sections on the babelforce platform:
- Configurations - Here you set up your inbound call-flow and create automations in your help desk or CRM tool
- Outbound - This section is used for the outbound dialer. It enables you to run and create campaigns as well as upload new contact lists.
- Reporting - Besides the call dashboard you can run reports on inbound calls and outbound dialer campaigns in this section. Here you also find call recordings and SMS transcripts.
This article will focus on the Configurations section and guide you through the basics to get started with call flows and automations. The Outbound Dialer and Reporting sections are covered briefly at the end.
You could start your exploration by checking if you already have an inbound number assigned to your account by going to IVR Flow > Numbers. You can always purchase a number from babelforce or continue using numbers from existing providers. This section in Help Center has a number of articles on this topic.
If your account already has numbers assigned, you will find them in in the Numbers section. Next to the number, you can assign an application module.
Application modules are the building blocks for your call flow. In this article, we introduce the eight available call flow application modules. You can only take calls if your number is connected to an application.
Go to the section IVR call-flows > Applications to access the call flow modules. For an advanced call flow example go to this article which also explains the basic template you find in your first babelforce setup (see screenshot below).
In the Prompts section (IVR call-flows Prompts), you can upload your audio files and then attach them to your application modules. Find more practical and technical details here.
Routing and Queuing
You can manage and in some cases also add your agents to the babelforce manager via Routing & Queuing > Agents. In this section, you can also assign numbers, add agents to groups and give them tags. This article explains this part in more detail.
To have your agents selected for incoming calls, your queue and selections settings need to make use of agent grouping and tagging. Create, edit and manage queues in Routing & Queuing > Queues. In this section you will find a number of articles explaining the different options for setting up your queues.
Triggers (Integrated Processes > Triggers) are logical constructions which test certain conditions of calls and other platform resources, and which are used to make your call flow more intelligent. Triggers can be used to selectively fire actions and control routing options. They are essential for building any advanced process logic or automation, and are hugely flexible. Find out all about triggers in our Help Center or try this basic setup to create your own trigger.
With the help of Events (Integrated Processes > Events) the platform automatically knows when to do certain things. Common call events, such as when an inbound call lands on the platform or is connected to an agent, could trigger a call-to-email action or have tickets created, updated or closed in your help desk or CRM. Events drive important actions: use them to push call recordings and voice messages, or send a great range of information regarding the call and caller to your systems.
Below you find a screenshot of basic Zendesk events that come with your first babelforce manager app.
The section Integrations (Integrated Processes > Integrations) is where you connect babelforce with your help desk or CRM. After you have successfully completed an integration, you can also synchronize agents to babelforce.
After you set up your processes you might want to adjust some of the general platform settings, as for instance adding more agent availability statuses or adjusting reachability settings. This article explains the options you have.
Under Scheduling > Business Hours you can define opening times for each of your teams and/or brands. Below you will find the Calendar section, where you have the option to define your holidays. You can then use this scheduling information to add further control to your call flow. See further details in this article.
Outbound Dialer settings
If you are interested in running outbound dialer campaigns, this is where everything is configured. Here, you can manage campaigns and upload lists of contacts to call. Find out more about the outbound dialer in the Help Center section Outbound sales and services.
This is a central part of the babelforce platform, especially if you are not planning to push the call data to your own data stores. Here you have access to the following resources:
- the Dashboard
- do extensive call reporting
- get information on the status of your outbound campaign
- find SMS transcripts
- access all call recordings
- enable live logging for monitoring your call flow and automation