2.2- More insights for automation and integrations

Now that you have successfully set up basic integration and outlined the desired automation, let's explore a more complex scenario.

This advanced tutorial primarily focuses on reporting, which plays a crucial role. If you do not plan to conduct in-depth analysis of incoming calls or if you are satisfied with the reporting available on the babelforce platform, you may skip this section and proceed to the next part, which covers process visualization.

The scenario

In this scenario, we will examine the following sequence of events:

• The system checks the opening times and holiday calendar.
• The caller is presented with options to choose between Sales, Support, and Tech (IVR) as the reason for their call.
• Subsequently, the caller hears waiting music.
• After 5 minutes, a prompt apologizes for the unavailability of representatives, suggesting the customer call back later or send an email.

Now, let's focus on the CRM/helpdesk side of things:

Let's assume, you use Zendesk. In this case, a call record is always called "ticket" so we will be referring to "tickets" below.

For each call outcome, you require specific tags in your tickets. These tags will enable you to track where the call was terminated before being connected to an agent. Additionally, you want to identify the department the caller intended to reach.

Furthermore, you would like to capture the following information:

• The duration of the caller's wait time before being connected or hanging up.
• The duration of the conversation between the agent and the caller.

Let's proceed by examining the scenario step-by-step to gain a comprehensive understanding.

⇒ The call reaches the platform

As soon as the call enters the platform, a ticket is created with the following tags:

• babelforce
• inbound_call
• call_lost (this tag will be removed as soon as the call was connected to an agent)

Next, the platform checks opening times. If the customer service is closed (caller reaches the platform after hours), the following happens:

• call_lost tag is removed
• call_after_hours tag is added
• You can also have the ticket closed solved automatically

Next, the platform checks the holiday calendar. If the service is not open (you have a public holiday for instance) the following happens:

• call_lost tag is removed
• call_no_service tag is added
• You can also have the ticket closed solved automatically

⇒ The IVR and queue

If your service is open, the customer hits the IVR and chooses the call reason. As soon as the reason is selected, it should be added as a tag to your ticket. For instance:

• support
• sales
• tech

Next, the caller is waiting in the queue matching her previous selection. If the customer is connected to an agent, the following event happens:

• call_lost tag is removed
• call_accepted tag is added
• (Queue) wait time is added to a custom field

When the call is finished:

• The talk time is added to a custom field

In case the customer hangs up before being connected to an agent:

• The (queue) wait time is added to a custom field

⇒ The call exceeds the maximum queue wait time

There is one last, unhappy scenario: the caller is waiting until the maximum wait time is reached. In this case:

• max_wait_time tag is added
• The (queue) wait time is added to a custom field

This way you are able to know exactly which customers waited until the end of your call flow.

Now you completed the first part of this chapter. You know how to design your call-flow, automation, and integration. In the next part you will learn how to put the written process into a flow chart.