How to create agent selections for dynamic call distribution

In your babelforce manager app, the agent selection rules are created within a Queue. Note that you should define some useful triggers before you make selections. Here we will look at a case, where the following two simple triggers have been created already:

The Always trigger is simply always "true". This is a good one to use first to make sure that your queue is operating properly. This trigger usually comes with your manager app and this is how the trigger should look like:

The Caller is from Germany trigger simply tests if the number of the caller starts with the German country code (0049, 49, +49 - the test can be done just with 0049 and works for all cases).

Now, you can create your first agent selections. Open the Queue you want to use, click on "Edit" and scroll down to "Agents Selections". Click "Add new selection" and give it a name, e.g. "Always - fallback" and pick the trigger from the list. Click "Add".

Then you'll have a selection like this:

Now you can add how the agents will be picked from your pool of agents. This is done by added Groups and agent tags to the Selections. Click on the little blue tag agents icon. In this example, we are going to pick agents from the group "General Service":

 

 

Now make sure that you have agents who are "available" and who are in the group "General Service". Here is the Agents view:

 

As you can see two of the agents, Annie and James are in the group "General Selection" and have "Availability = Available". The value "available" under "Line" means that they are not on calls or in wrap-up time, i.e. that their phone Line is actually available to ring. Availability in the last column refers to their status, i.e. enabled to work and take calls.

The queue we are testing with here is set to call 3 agents at a time who match the selections. So a test call to the hotline number should end up with Annie's and James' phones ringing - on screen it will look like this - the Line status changes to "ringing":

 

If you want to learn more about creating agent selections, then check out this piece: Creating more complex agent selections 

 

 

 

 

 

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