3.1 - Setting up agents and queues, a schedule and a calendar

In this section, we are going to repeat a couple of things you already know: setting up agents and adding them to a queue. 

The new parts to this section are schedules and calendars.

Agents and queues

1st, create a new agent. Either, you leave the agent in the group _all or you create a new group, it's up to you. If you are not sure how to do that, go back to this tutorial

Next, go to the queue section. You can either use the default queue or create a new one. You just need to remember which one you want to use in your call-flow. Add the agent selection in the queue of your choice. This tutorial will help you remember in case you have forgotten some of the details.

Business hours and calendars

Now let's look at a central element for every contact center: opening hours. Almost every service wants to define times when a phone line is opened and when it is closed.

In babelforce, we offer two different features for handling your office hours: business hours and calendars.

What's the difference?

Quite easy: Business Hours define your daily routine. Here you say at which time your service opens and closes on a standard work week.

Calendars on the other hand define special opening hours or closed days. Here is the place to define your service's holidays. Also, you can easily control one-time changes in opening hours. Of course, all of this can be done with the normal business hours, however, if you use calendars, you don't need to remember to switch back to the normal opening hours. It's up to to decide if you want to use a calendar or not.

Setting up Business Hours

In Global Settings click on Schedule > Business Hours. 

Either you use the already existing calendar or you create a new one.

When you add opening hours, be aware to select the right days. If you are open for 7 days, you will have to create seven entries. The video shows you how to do that.

As you can see in the video, the business hour interface shows you also whether or not Business Hours apply (they are either active or inactive).

Also, you can disable and enable a calendar.

And a final last tip, if you click on "Show more details", you will see all available opening hours as overview.

Adding calendars and dates

In Global Settings click on Schedule > Calendar.

You will also find an example calendar which you may edit if you want. Alternatively, you just create a new one.

To add exceptional dates, click on edit. Add the date and time. 

The video below shows all steps.

But how are calendars connected to my call flow?

This is exactly the question we are going to investigate in the upcoming sections. Because just setting the times will not have any impact on your call flow. Actually, Business Hours and Calendars are entirely independent of any application modules. You can reuse them anywhere and as often as you want.

To do that, you have to build a trigger for each, first. This is the topic of sub-section 3.3.

In your call flow, you will need a switch but that's the topic in section 3.4.

Before you get there, you will learn how to upload your audio files to the babelforce platform in the next section.

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