3.0 - Final exercise: building an extensive use case

Now that you completed all the theory in this chapter, let's apply this new knowledge.

We have prepared an extensive scenario for you. Try to solve it from what you know. We won't give you a full solution but only hint you to relevant articles or help you when it becomes more tricky. One thing you should keep in mind: often, there is more than one way to achieve the integration you are looking for. So even if we say the one thing there might be another maybe more fitting solution for your case. 

The use case

You have an online shop for pet food with two brands. Customers call both brands. Your team is also doing outbound calls to customers or delivery partners and transferring calls between colleagues. You have a very strict service level and whenever a caller has to wait for more than 3 minutes you offer a voicemail option.

What you want to achieve with babelforce: for every call you want to have a ticket in your Helpdesk with useful information for the team, indicating which brand the customer called. Also, tickets should always be attached to the customer account. Moreover, outbound calls should be logged, but only if your agents talked to the customer. You also want to ensure that transferred calls are tagged as such so you recognized them later on.

And finally, you run a survey which you want to send to every customer calling from a mobile phone as text message.

Overview

You will be building the following:

  1. Two call flows, each for every brand
  2. You will integrate Inbound & Outbound calls
  3. Ensure to mark transferred calls
  4. Create an automation for SMS surveys

Some more detailed requirements

This part will already hint towards a possible solution. In the end, decide yourself what you how you want to build this flow, however, the list below provides some more instructions in case you don't quite know where to start.

  1.  The call flow
    • Create a welcome prompt for every brand
    • Add the brand name to a variable
    • For each brand create a separate queue
    • Callers shouldn't be waiting longer than 3 minutes - if they do, offer a voicemail and end the call
  2. The integration
    • There should be a new ticket for every incoming call with the following information
      • Calling number and brand that was called
      • Assign to customer who is calling
      • Mobile true/ false
    • When a call enters the queue update the ticket with queue name
    • When call is bridged
      • add wait time
      • assign & (if available in your Helpdesk) push to agent
    • When call is finished add talk time
      • If call wasn't connected, print total wait time
    • Outbound call tickets should only be created when the agent connects to customer
    • Add the following information to outbound tickets:
      • Assign to customer & agent
      • Add which number the agent called
      • Update ticket with talk time when call is finished
  3. Mark any transferred call
  4. To send the SMS survey you need to create a local event

It's a very large and complex case. Of course, you don't have to do the full integration but we encourage you to give it a try. Every new flow you build will help you to understand babelforce and it's great possibilities better.

And don't give up when something doesn't work. The upcoming sections will give you all the hints you need to realize this little project. Enjoy!

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