3.4 - Mapping call-flows and integrations

This is the final step in the tutorial for mapping processes, and you are nearing the completion of the first chapter. Rest assured, the last part on audio prompts will be a breeze.

Before diving into that, it's essential to tackle this section. Even if you don't plan on integrating babelforce with a helpdesk or CRM, we highly recommend going through this part. It will provide you with a deeper understanding of designing process maps. Who knows, you might even decide to integrate your call flows in the future!

Let's pick up where we left off in the previous section with the example of the frustrated caller attempting to reach support. This is a straightforward case where only one action occurs at a time.

➞ Just a reminder: This example utilizes tags. However, some helpdesks or CRMs may use different filters. You can replace tags with groups or (custom) fields depending on your integration requirements and the reporting and agent experience you desire.

So what do you see in the process map?

As soon as the call comes in a call record is created and a few tags are added:

• incoming_call
• babelforce
• call_lost

After the caller selected the call reason and the call reached the queue, another tag is added:

• support

At the end, when the caller hits the last audio prompt, the call record is updated the last time with a tag:

• time_out

As you can observe, drawing your process map becomes quite straightforward when working with scenarios. However, as mentioned earlier, it can be challenging to maintain an overview of the sequence of events. Therefore, if you prefer, there is an alternative approach where you can create a single map that encompasses all possible occurrences, although it may not be as detailed and might appear overwhelming initially.

Here's an example of such a map:

This comprehensive map illustrates all potential events that can unfold during a call, both within babelforce and your helpdesk.

Now, let's shift our focus solely to the helpdesk aspect. We have several options available in this context.

Similar to before, for each new call, you can add the following tags to your call record:

• incoming_call
• babelforce
• call_lost

Now we have two more options: the caller reaches the line during a holiday or after hours:

• in case of holiday: add tag holiday
• after hours: add tag after_hours

Depending on the selection of call reason, add the matching tag

• 1 was selected: add tag sales
• 2 was selected: add tag support
• 3 was selected: add tag tech

Now there are two more options left, either the call was connected or reached the defined time out:

• call connected: remove tag call_lost and add tag call_accepted
• call times out: add tag time_out

And that's it! It's actually quite easy, right? Try this out with the call flow you came up with and design the call flow map that matches your processes best!

Let's move on to the last part of this chapter: Audio prompts.