Overview of Global settings

This article guides you through a number of useful settings on the babelforce platform in the section Global settings.

In the general settings you can configure the following things:

  1. Define your own custom agent statuses - go to Global Settings, section Agent Availability


    These statuses allow agents to set your own customized busy status labels, e.g. "busy - lunch", "busy - break", "busy - internal docs", etc. 
    See also articles on staff availability in the babelConnect App.
  2. Activate or de-activate live logging - live-logging that is available in Reporting > Logs and also through the API and in addition through one of the babelforce push streams. By default, live logging that is visible in the interface is not active all the time. So if you want to use it, you need to activate it here in "Global settings" or under "Reporting > Logs". It enables you to follow your call flow step by step and we encourage you to use it extensively when setting up or changing your call flow or your automation.


  3. General purpose agent device reachability settings - most settings for telephony are set in particular components and processes, but a few are general purpose. You can set the standard values for some general timeouts: 
    • Timeout on Busy - this is the number of seconds to keep an agent on "busy" line status when the platform detects that their phone is busy. The default value is 180 seconds.
    • Timeout on Unreachable - this is the number of seconds to keep an agent on "unreachable" line status after the platform detects that the phone device cannot be reached, e.g. when the phone or device is diconnected, the SIP account is not registered or the device cannot be reached through your office network. The default is 10 seconds. It is common to increase this setting to 180 seconds or more once a network and the devices are optimized. It is set to 10 seconds by default to deal with networks where there is sometimes intermittent loss of connectivity, i.e. there would be no point not trying the agent again for many minutes if the device was actually reachable again after a few seconds.
    • Timeout on Declined - this is the number of seconds to keep an agent on "declined" line status when the platform detects that the agent has declined a call. The default value is 180 seconds.
    • NOTE: The line status that we determine is dependent on the response we get from your devices and through the network. Devices sometimes return "busy" when the user has "declined" a call, or the other way around. So your settings should take that into account.

  4. General settings for agent control of call recordings - if your plan includes call recording control, then from your babelConnect app or possibly other widgets/apps connected to babelforce, your agents can control recordings. Here you can set the following:
    • Allow deletion of recordings or not: Turning this on will allow your agents to directly from babelConnect delete a call recording. Turning it off, will mean that only an admin with access to your main babelforce account can delete call recordings.
    • Define the tag used for flagging recordings: by default if the agent presses the "Flag" button for a recording, the tag "flagged" will be added to that recorded object in babelforce. You can change the tag label if you wish.
    • Allowed Tags for tagging: here you can define your own custom tags so that agents can select these tags for recordings.

  5. At the very bottom you will find Post-call settings that you can use for conducting surveys, for instance. It's a rather complex topic that is only relevant for experts. For more information feel free to read this article.

 

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