When using babelforce you will not get around triggers. These logical expressions are the underlying layer in every call-flow, integration and automation. When they fire, a call may leave a queue, be forwarded to a specific agent or receive a certain tagging. Triggers also define at which point a log or an update in your CRM is happening, when certain information should be pushed to your agents, and so on.
In short: triggers are conditions you define and if these condition apply something is happening.
Usually, you apply them in your call flow if you use a Switch Node - so at any point that there is a decision point within your call flow. Moreover, all events require trigger (we'll get to that later on).
You can easily pick the available triggers from a drop down list and they can be reused as often as you want. If you click on the picture right hand you'll see an example of a trigger drop-down list. This case shows a Switch Node and how triggers are used to define the call's route.
How do I get to triggers?
Now that you know that you can pick triggers from a list you might be wondering where you can find a list of all available triggers and how to read, edit and create them.
Well, to the second part we'll get step-by-step but let's first go to Configurations > Integrated Processes > Triggers. You will find a short list of available triggers in your babelConnect account.
You see their name (you can choose those freely), the logic match (either meet ALL conditions or ANY), the day they were created and how many conditions each trigger has. You can delete triggers by clicking on the little bin. The second icon is for editing.
Now if you click on the Always edit icon, that's what you gonna see:
So all this trigger does is to say whenever the call is at a certain point in the flow the action will always happen, under all circumstances.
Feel free to click on the Expression list - it is very long and you can already guess that it enables you to do many very complex things. But again: patients.
Just to get an idea what you can use triggers for:
- Opening times
- Queue load
- Agent availability
- IVR selection
- Creating and updating tickets and logs
- Queue enter condition
- Agent routing
- and so on and so on...
For now, this little overview shall be enough and we can continue to the next section: agents & babelConnect.