Synching the agent status from babelforce to Zendesk talk & omnichannel

In many call centers, agents work with several different tools to work on their daily tasks, e.g a CRM or helpdesk like Zendesk and a telephony tool like babelforce. Many of these tools allow the user to change their presence status. To prevent agents from having to adjust their status in several of these tools babelforce offers the possibility to synchronize the agent status from babelforce to Zendesk, so that the agent only has to change their status in babelforce. 

This is possible in both Zendesk Talk and Zendesk Omnichannel. In the following we'll explain what needs to be set up on babelforce side to use this functionality. 

Trigger

No matter which one we use (Talk or Omnichannel), we need to set up the following Trigger: 

Zendesk omnichannel

We need two automations to set this up:

In Integrated processes > Global automations, click "Add" to add a new automation, then enter the following infos: 

1st automation: ZD OMNICHANNEL - Update agent status = available

• Event: presence changed
• Action: Update agent status Zendesk - Omnichannel
• Trigger: Add the trigger you just built
• Agent status: online
• You can leave the Agent ID empty, it will be filled out automatically

Click on "Save"

2nd automation: ZD OMNICHANNEL - Update agent status != available

• Event: presence changed
• Action: Update agent status Zendesk - Omnichannel
• Trigger: Add the trigger you just built - However, you need to invert this trigger!
• Agent status: enter the parameter {agent.presence}
• You can leave the Agent ID empty, it will be filled out automatically

Zendesk Talk

The automations for Zendesk talk look very similar. Again, go to Integrated processes > Integrations and click "Add" to add a new global automation.

You can fill in the same info like above, but choose the action "Update agent status Zendesk Talk"

1st automation: ZD TALK - Update agent status = available

2nd automation: ZD TALK - Update agent status