How to test your call flows and process configurations

While you are building your communications processes, you need a way to test your flows and see what happens in real-time. You also need a way to check what happens with the actions your processes do through the APIs of other systems.

To do this, you can use babelforce live logs. You can find these in your babelforce account under "Reporting > Logs". 

The best way to test your call flows, user journeys and process configurations is to keep Reporting > Logs open in a separate tab or window of your browser.

You can then call one of the public numbers in your babelforce account and test your call flow routing, IVR and queues. In the tab/window for live logs, you will see what happened on your test calls.

A live log for an inbound call looks something like this:

This one shows the beginning of a call with a simple flow. You read it backwards from the bottom: An inbound call arrives, it goes into the call flow application "Main Queue Flow" and one agent called "Rodney Sweeper" is selected.

If you have an IVR in your babelforce call-flow, then you will each application that is used, e.g. Welcome, Recording Announcement, Service Menu, etc.

If your processes use a third party solution, then you will see all actions that you trigger using the API in the live logs. For example, you can automatically lookup an enduser in your Zendesk from within a babelforce flow. If you do so you would see something like the following for that action in the live logs:

Using the live logs, you can locate any bits of your configuration that need to be improved and test as you go along while building your great customer experiences.

If you want to learn more about live logging, read this article. It walks you through a debugging example.

 

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