Using placeholders and expressions to add content to tickets and messages

In your babelforce manager app, you can produce the content of notifications and updates to tickets with the help of dynamic placeholders.

It is very simple. Let's say you want to send an email notification or create a ticket for an inbound call. You can define the content of the email or ticket using your own text mixed with placeholders.

Here is an example subject and message body:

Subject: Inbound call from {call.from.number}

Message: We received an inbound call from {call.from.number}. The caller reached us by dialling our sales number {call.to.number}. The caller waited {call.duration} seconds in the queue before reaching a representative.

This will result in the following content being produced:

Subject: Inbound call from +443389078904

Message: We received an inbound call from +443389078904.The caller reached us by dialling our sales number  +442089706533. The caller waited 34 seconds in the queue before reaching a representative.

As you can see, each placeholder is simply curly brackets/braces containing what is called an expression. The expression is replaced by the value it has in the particular context when it is used.

Here are details of some of the most commonly used expressions in placeholders:

 

Expression Value  Description Example value  When it can be evaluated
call.from.number
caller's telephone number

number in international format: digits with no spaces or any other characters

country code (without "+" and without "00" followed by area code and the telephone number

4420894567822 at any point in the call
call.to.number
callee's number  as above as above at any point in the call
call.from.mobile
call.to.mobile
call.from.anonymous
true or false as above  as above at any point in the call 
call.duration
 number in seconds  the duration of the call so far in seconds 34 at any point in the call, i.e. any time from event "Inbound call" onwards up to event "Call finished" 
call.type
 inbound, outbound   "inbound"  at any point in the call
agent.name
 text of agents name any text entered as the agent name - or the agent name imported/synchronized from an integration   "John Smith"  at any point where the agent is known (e.g. once an agent has taken a call)
agent.email
 email address of an agent email address of an agent used in babelforce or imported from an integration   john.smith@company.net at any point where the agent is known (e.g. once an agent has taken a call)
queue.name
 text of queue name the text entered in babelforce as the name for a queue  "Main Service Queue" whenever a queue is actually in use in a call or was just in use (e.g. when a call is connected to an agent 
queue.calls.active
whole number   the number of active calls = number of calls queued plus the number being handled by agents  92 total calls currently simultaneously being handled for a queue and already taken by agents
queue.waitTime whole number of seconds number of seconds that the call is in queue: measured from when the call actually enters the queue and the system begins attempting to select and dial agents/users 31 at any point from when a call is in a queue up to the point where an agent takes the call. If you evaluate on event "Call bridged" you will get the total duration within the queue.
There are lots more expressions that can be used - the exact set depends on the set of Services and add-ons that you are using.        

 

You can very safely simply play around with placeholders for creating your content by just setting up email notifications to yourself or adapting updates to tickets (e.g. in Zendesk).

 

Below is a list of expressions that can evaluated in placeholders:

core.always

customer.accessId

call.id

call.from.number

call.from.anonymous

call.from.mobile

call.to.number

call.to.mobile

call.duration

call.type

call.type.inbound

call.type.outbound

call.state.ringing

call.state.in_progress

call.state.failed

call.state.completed

call.state.queued

call.state.bridged

call.state.canceled

call.state.busy

call.state.no_answer

call.recording.url

agent.id

agent.name

agent.number

agent.enabled

agent.email

agent.state

agent.state.available

agent.state.ringing

agent.state.connected

agent.state.in_call

agent.state.wrap_up

agent.groups

agent.tags

queue.id

queue.name

queue.maxDialCount

queue.calls.active

queue.calls.bridged

queue.calls.queued

queue.waitTime

queue.full

queue.load

sms.from

sms.to

sms.text

 

 

 

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