In this section of the tutorial, we are going to look at agents and the babelConnect app. Both topics are very easy and straight forward but it is essential to understand these concepts as your team won't be able to take calls if you are not 100% sure how they work.
"Agents" are the user accounts for each of your team members taking calls with babelforce. You can set up as many Agent accounts as you want. Go to Configrations > Routing & Queuing > Agents to find a list view of all agents you have.
In this interface, you can also add so called "Internal Agents." This means, these accounts are not synchronized from any CRM or helpdesk integration. But we will get to that in the next chapter. For now, setting up "Internal Agents" is all we need. Below we explain how to add internal agents.
In the screenshot below, you see an Internal Agent called "Internal Test Agent1" with an assigned number.
- The Agent is added to the group _all (this is the default group every Agent will be added to when created) and the Status is "available". Latter means the Agent is not in a call (for instance - there are many more statuses).
- The availability is "Busy" - so right now, this Agent will not receive any incoming calls. You can adjust the availability by clicking on the down pointing arrow.
- The last two icons show a trash can - here you can delete the agent - and a pencil - this allows you to edit the account.
Good to know: You can click on the name and the number and edit the Agent within the list overview (so no need to go into the edit mode for these changes).
Adding internal agents
- Click on "Add Agents"
- Leave Integration empty
- Add your employees name
- Add a phone number the agent should receive the calls on
- Add the employees email address
- The employee will receive an email to confirm the address
- After the account is confirmed, another email will ask the employee to set a password
In the last step to set up the Agent account in babelforce, your employee had to set a password. This password is the login for the babelConnect app. But what is this and why do you need it?
First of all, if you have no Browser Phone enabled, the babelConnect app is not able to take calls. You will always need some kind of softphone or hardphone to accept incoming calls. You can imagine babelConnect app as a gateway for the agent to the babelforce platform. It allows them to set their status from "busy" to "available", they see who is calling from which queue, they can send SMS and call customers.
babelConnect is a great and easy tool for your agents to control their availability and process flows. You don't necessarily have to use it (if management wants to control their agent's availability via the manager app this is of course possible) but we highly recommend it.
Find out more about babelConnect in this article. It explains every field and it's very useful if you want to train your agents.
The next section will introduce call queues. It's the last step before we can move on to the first most basic call flow.