In this article, we introduce the babelforce manager app. The manager app is the interface you will use to create your processes and automations. You will learn about each section of the manager and what you can achieve there. And after reading this article you should feel comfortable with babelforce terminology and ready to start with your own project.
The links referred to in this article will help you navigate the babelforce Help Center to find the article you are looking for.
Navigating in the babelforce manager app
When you open the manager for the first time, you find our main navigation panel on the left side. As you can see in the image below, there are sub-menus that open up on click.
In this article, we will explain what you can achieve in which of the sections. After you've read through it all you should have an idea where to
- setup your call flows
- manage agents & queues
- integrate babelfoce with your own software
Triggers are the most important element in babelforce. These logical constructions test certain conditions of calls or other platform resources and then return a True or False. Triggers can be used to selectively fire Automations and control routing options within your Call Flow. They are essential for building any advanced process logic or automation, and are hugely flexible. Find out all about triggers in our Help Center or try this basic setup to create your own trigger.
Create your call flows
To build your own call flow, you will need the section "IVR call-flows".
You could start your exploration by checking if you already have an inbound number assigned to your account by going to IVR call-flows > Numbers. You can always purchase a number from babelforce or continue using numbers from existing providers. This section of the Help Center has many articles on this topic. In any case, write to firstname.lastname@example.org. We are happy to assist you further.
If your account already has numbers assigned, you will see them in the Number section. Next to the number, you can assign a so called module. If here is nothing assigned, your call will end right away.
modules anyway? They are the building blocks for your call flow. In this article, we introduce the eight available call flow application modules.
You find them in the same section as your number, IVR call-flows > Call flows. For an advanced call flow example go to this article which also explains the basic template you find in your first babelforce setup (see screenshot below).
In the Audios section (IVR call-flows>Audio Files), you can upload your audio files and then attach them to your modules. Find more practical and technical details here.
Routing and Queuing
You can manage and add agents to the babelforce manager via Routing & Queuing > Agents. In this section, you can also assign numbers and give them tags. This article explains this part in more detail.
The section Agent Groups, in the menu right below Agents, allows you to manage your groups. You can create new groups but also add and remove agents.
To have your agents selected for incoming calls, your queue settings need to make use of agent grouping and tagging. Create, edit and manage queues in Routing & Queuing > Queues. In this section you will find a number of articles explaining the different options for setting up your queues.
With the Automations (Integrated Processes > Global Automations) the platform automatically knows when to do certain things. Common call events, such as when an inbound call lands on the platform or is connected to an agent, could trigger a call-to-email action or have tickets created, updated or closed in your help desk or CRM. Events drive important actions: use them to push call recordings and voice messages, or send a great range of information regarding the call and caller to your systems.
Below you find a screenshot of basic Zendesk events that come with your first babelforce manager app.
The section Integrations (Integrated Processes > Integrations) is where you connect babelforce with your help desk or CRM. After you have successfully completed an integration, you can also synchronize agents to babelforce.
After you set up your processes you might want to adjust some of the general platform settings, as for instance adding more agent availability statuses or adjusting reachability settings. This article explains the options you have.
Under Scheduling > Business Hours you can define opening times for each of your teams and/or brands. Below you will find the Calendar section, where you have the option to define your holidays. You can then use this scheduling information to add further control to your call flow. See further details in this article.
Outbound Dialer settings
If you are interested in running outbound dialer campaigns, this is where everything is configured. Here, you can manage campaigns and upload lists of contacts to call. Find out more about the outbound dialer in the Help Center section Outbound sales and services.
This is a central part of the babelforce platform, especially if you are not planning to push the call data to your own data stores. Here you have access to the following resources:
- the Dashboard
- do extensive call reporting
- get information on the status of your outbound campaign
- find SMS transcripts
- access all call recordings
- enable live logging for monitoring your call flow and automation
- Audit Logs
- Listen in