When using babelforce you will not get around triggers. These logical expressions are the underlying layer in every call-flow, automation, and queue selection. When they fire, a call may leave a queue, be forwarded to a specific agent, or receive a variable. With triggers, you also define at which point a log or an update in your CRM is happening, when certain information should be pushed to your agents, and so on.
In short: triggers are conditions you define and if these conditions are true or false, something that you set up with babelforce is happening.
Where do I find triggers?
The importance of Triggers becomes clear when you look at our main menu: Triggers have their own top-level menu item.
When you open the section you will find a list of all available triggers. Via the "Add" button in the upper right corner of your screen, you can add as many as you need.
If you look at the list of triggers you see:
- the name (you can choose those freely and edit them at any time)
- the logic match (either meet ALL conditions or ANY)
- the day they were created
- how many conditions each trigger has
- tags (if any) linked to this trigger
- manage - the additional options:
- The chain icon will show you where the trigger is used at the moment.
- The pen icon allows you to edit the trigger.
- The two paper sheets icon allows you to copy the trigger.
- The little bin icon allows you to delete the trigger.
⇒ Understanding triggers
Now let's see how each trigger is built. Open one of the predefined triggers, e.g., Maximum queue wait time reached. You will see the following:
This particular trigger will only become true if the call waited at least 10 seconds in the queue.
Feel free to click on the Expression list - it is very long and you can already guess that it enables you to do many very complex things. But again: patience. We will explain the triggers in detail - expressions, operators, expectations - in one of the next articles.
⇒ Using triggers
When you start working with babelforce, you will mainly use triggers that are already available. Your account always contains a few basic triggers.
When you're editing or creating other modules, you can easily pick the available triggers from a drop-down list - they can be reused as often as you want so if you use a trigger for one module it doesn't mean you can't use them for some other one too.
The picture on the right shows a Switch Node and how triggers are used to define the call's route.
Just to give you an idea of what else you can do with the triggers:
- Check whether or not opening times apply
- Return the Queue load
- Return a true/false based on Agent availability
- Use them for the IVR selection
- If they are true, tickets and logs can be created and updated
- Check if a call is allowed to enter the queue
- Defining the Agent routing
- and so on and so on...
For now, this little overview shall be enough and we can continue to the next section: agents & babelConnect.