1.2.3 - More insights for automation and integrations

Now that you got a basic integration set up and sketched the automation you would like to have we can look at a more complex scenario.

The basics "A ticket or log for every call and push data to agent" will always be the same. This more advanced tutorial is mainly important for reporting. Therefore, if you are not planning to do any special analysis of incoming calls or you are fine with the reporting you can download on the babelforce platform, you can skip this part and continue to the next section on drawing your processes.

The scenario

A call is coming in and the platform is checking:

  • opening times
  • a holiday calendar

Next,

  • the caller can choose between Sales, Support and Tech (IVR) as call reason
  • next the caller hears a wait music
  • there is a prompt after 5 minutes apologizing that no one was available, asking the customer to call back later or send an email

For each of the different call outcomes, you want a tag in your ticket so you can later on report where the call stopped before being connected to an agent and you also want to know which department the caller wanted to talk to.

Moreover, you would like to know a few additional points:

  • How long did the caller wait before being connected/ before hanging up?
  • How longer did the agent and the caller talk?

So let's get started and look at the scenario step-by-step.

The call reaches the platform

As soon as the call enters the platform, a ticket is created with the following tags

  • babelforce
  • inbound_call
  • call_lost (this tag will disappear as soon as the call was connected to an agent)

Next, the platform checks opening times. If the service is closed (caller after hours), the following happens

  • call_lost tag is removed
  • call_after_hours tag is added
  • If possible with your CRM or helpdesk, you could also have the ticket closed automatically by the platform (or your CRM or helpdesk does the job)

Next, the platform checks the holiday calendar. If the service is not open (holiday for instance) the following happens

  • call_lost tag is removed
  • call_no_service tag is added
  • If possible with your CRM or helpdesk, you could also have the ticket closed automatically by the platform (or your CRM or helpdesk does the job)

The IVR and queue

If your service is open, the customer hits the IVR and chooses the call reason. As soon as the reason is selected, it should be added as a tag to your ticket. For instance

  • support
  • sales
  • tech

Next, the caller is waiting in the correct queue. If the customer is connected to an agent, the following event happen:

  • call_lost tag is removed
  • call_accepted tag is added
  • (Queue) wait time is added to a custom field

When the call is finished:

  • Add talk time to a custom field

In case the customer hangs up before being connected to an agent:

  • Add (queue) wait time

The call times out

There is one last, again very sad scenario: the caller is waiting until the maximum wait time is reached. In this case:

  • max_wait_time tag is added
  • Add (queue) wait time

This way you are able to know exactly which customers waited until the end of your call flow.

Now you completed the first part of this chapter. You know how to design your call-flow, automation and integration. Now comes the next part: put the written process into a flow chart.

 

 

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