2.4 - Mapping call-flows and integrations

This is the last step in the tutorial for mapping processes - and you are getting very close to completing the first chapter. Believe me, the last part on audio prompts is gonna be a piece of cake.

But before you get there, you should try to tackle this section. Even though we will focus on integrations and even if you are not planning to implement babelforce with any helpdesk or CRM, we warmly recommend this part. It will give you a much deeper understanding on how to design process maps - and who knows, maybe you do decide to integrate your call flows later on anyway!

So let's stop where we started last time. Let's take the example the last section ended with, the unhappy caller trying to reach support. It's any easy case because only one thing happens at the time.

Just to keep in mind: this example works again with tags. Some helpdesks or CRM might use different filters - you can exchange tag with groups or (custom) fields- what ever applies for your integration and what ever you need for your reporting and agent experience.

One_example_scenario_-_including_ticket_updates.png

So what do you see in the process map?

As soon as the call comes in a ticket is created and a few tags are added:

  • incoming_call
  • babelforce
  • call_lost

After the caller selected the call reason and the call reached the queue, another tag is added:

  • support

At the end, when the caller hits the last audio prompt, the ticket is updated a last time with a tag:

  • time_out

As you can see, it is pretty easy to draw your process map if you work with scenarios. But as already discussed before, it might be tough to keep the overview what happens when. So if you prefer, you also have the option to draw a map as follows, even though it is not as precise and might look scary at the first glance (click on the image to get a bigger view):

 

With_IVR_and_integration.png

In this single map you see everything that might be happening to your call - in babelforce as well as in your helpdesk.

Let's again just focus on the helpdesk part. We have quite a few options here.

As above, for every new call add the following tags:

  • incoming_call
  • babelforce
  • call_lost

Now we have two more options: the caller reaches the line during a holiday or after hours:

  • in case of holiday: add tag holiday
  • after hours: add tag after_hours

Depending on the selection of call reason, add the matching tag

  • 1 was selected: add tag sales
  • 2 was selected: add tag support
  • 3 was selected: add tag tech

Now there are two more options left, either call was connected or reached time out:

  • call connected: remove tag call_lost and add tag call_accepted
  • call times out: add tag time_out

And that's it! It's not really difficult, is it? Play around with the call-flow you would like to implement and design the call flow map that matches your processes best!

Let's move on to the last part of this chapter: Audio prompts.

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