Release: 10th April 2015 - Push and Stream API

The release on April 10th 2015 includes the following updates:

 

1.  There are some significant updates to the push streams. As always to use the pushed events, you will need to have an application at your end to subscribe to the streams. There are 3 core streams: agents, calls and queues.

In this release, there is an important update with the queue stream. There are now events statsUpdated. These will give you access to real-time changes to queue statistics: active calls, bridged calls and queued calls.

 In the account overview (click on email address of account owner > Overview), you will find an additional Push Token that gives access to the push event streams. It will appear like this in your account:

To access the stream API, you use the "Access id" for the main babelforce API together with the "Push token".

Note that the "Push token" no longer expires, so you can have a continuous real-time feed without re-acquiring a token.

If you want to develop a particular application, dashboard, babelforce integration, etc. then write to us at support@babelforce.com and we'll be happy to help with any questions. 

 

2. In the Queues view, you will now see an overview of stats for all queues, i.e. the numbers of active, bridged and queued calls. It looks like in the following screenshot - in this example there are 2 active calls, 1 of them was bridged to an agent through the "1st Queue", the other call is queued currently in the "2nd Queue":

Note, these same stats are available in real-time through the Stream API pushed events as noted in item 1 above. So you can monitor them and use them in other applications and dashboards.

 

3. For Zendesk integration actions, there is now an additional tab called "Fields" where you can write values into the "external ID" field of Zendesk tickets. It looks like this:

An example use case is to write the unique babelforce call.id into the external ID. This can then be used to report and analyse calls and tickets using the Zendesk API and other tools. To achieve this you simply write the babelforce placeholder {call.id} in the field - so it will look like this:

 

 

4. In Reporting > Logs, you will see a small change to the content of dispatched actions. Here is a BEFORE and AFTER example:

BEFORE:

DEBUG ACTIONS 2015-04-09 20:50:37 dispatching [action] [ZENDESK]-[createTicket]

 

AFTER:

DEBUG ACTIONS 2015-04-09 20:50:37 dispatching [action] [ZENDESK]-[createTicket] | 447091289318 | event-trigger [Create ticket for anonymous caller] due trigger [ Caller number anonymous]

 

As you can see, 3 new pieces of information are included: the caller's telephone number, the label/name of event-trigger that was used and the trigger that fired. The aim is to make it easier to find exactly in what context the dispatched action was executed so that you can examine more precisely how your flows and actions interact.

 

Similarly, if the action was executed in an call flow application, you will see something like this in logs:

dispatching [action] [ZENDESK]-[updateTicket] |447091289318 | app-action [Update - tag ticket with call-back] due trigger [ Always]

As you can see, the app where the action was dispatched from is shown.

 

Enjoy the new features. We look forward to your feedback and your exciting use cases. 

 

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