If you're looking to get data from your call handling process into your Helpdesk/CRM, you will want to set up Events to happen during or after a call. Events are actions set into motion by the conditions of triggers being or not being met. There are two types of Event.
- Global Event: these can happen at any time during or directly after a call. They do not take into account which application a call has reached, but wait until a specified thing has or has not happened.
- Local Event: these, as the name suggests, look for certain call attributes or criteria within the locality of an application. In this sense they cannot 'see' the rest of the call handling process.
So how does one set up both of these Event types? To illustrate them we will look at a very simple use case. A company would like to set up reporting for abandoned calls – i.e. those that end without involving an agent.
In this example, our Global Event will report all abandoned calls to your Helpdesk or CRM platform. To create it, we will need to create two things: 1) A trigger which can test to see whether an agent was involved in a call. 2) An Event to determine what happens when this trigger is fired in a certain situation (when the call is abandoned) (be aware: there are many different ways to achieve this with babelforce; we only present one possible example).
- To set the trigger up, navigate from the main menu to 'Triggers' and click 'Add Trigger'. Call the trigger "No agent", select logic type 'Match all triggers' and then click 'Save'.
Now click 'Add Condition'. From the 'Expression' drop-down box choose 'Agent: id' as an 'Operator' pick 'is not given'. Leave the last box empty. If correctly set up it should now look like this:
Important: Make sure to first click 'Save Conditions' before hitting 'Save'.
- Now, to make the Event you will need to go once again to the main menu, this time choosing 'Events' and then clicking on 'Add Event Trigger'.
This will open up a new Event trigger. First, rename it by clicking 'My new trigger' underlined in blue in the top left hand corner of the box. Call it "Create ticket for abandoned call". From the 'Event' drop-down box pick 'Call finished' and from 'Action' pick Zendesk > Create ticket. Directly below click 'Show' and select the trigger you just made (in this case "No agent"):
As you can see from the bottom of this window, the platform is asking you to configure the ticket which will be sent to your Helpdesk/CRM. On the General tab select the relevant integration. As you can see in the image above, for this example we'll be using a Zendesk integration.
Now navigate to the 'Tags' tab and enter a word or phrase you would like the ticket to be tagged with. Choose something relevant such as "call_abandoned". If you would like the ticket/case to contain certain information in its subject or content, enter this into the relevant field in the 'Comment' tab.
Finally, click 'Save' and your Event will start reporting straightaway from your call handling process.
The advantage of a Global Event for cases like abandoned calls is that ticket creation can still happen even after the call has ended. This is great for getting these types of general call data. But what if we want to set up Events for more specific instances on the call?
If we want to create tickets using more specific events, these are configured locally in an application module. Let's say that you want set up an Event for whenever a caller opts for a call-back. Here's how you do it:
- Find your application list in 'My Settings' > 'Applications' and search for your call back application module. This should be the one which a call comes to directly after the caller has chosen the call-back option or was routed to it.
Once you have found the correct application, go into it by clicking on the blue icon to the far right and choose the 'Actions' tab. Click 'add' to add a new action.
- Name the action something like "Create ticket for call back", ensure to select Position Before, set the action to 'Create ticket' and from the list of triggers choose 'Always'. An additional set of options should have appeared by now. In the first 'General' tab pick your desired integration from. Again, for this we have used an example Zendesk integration.
Do not save anything yet, but on the ticket settings at the bottom switch to the 'Tags' tab and give it a suitable tag like "callback". If you would like to add information to the ticket's subject or content, do so in the 'Comment' tab.
- Remember to click 'save action' before you hit 'Save' to save both the actions settings and the application.