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 condition 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 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, 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.
You can delete triggers by clicking on the little bin. The pen icon allows you to edit the trigger.
When you start working with babelforce, you will mainly use triggers that are already available. Your account always contains a few basic triggers.
You can easily pick the available triggers from a drop down list when you create call flow modules and they can be reused as often as you want. If you click on the picture right hand you'll see an example of a trigger drop-down list. This case shows a Switch Node and how triggers are used to define the call's route.
If you go back to the Trigger section and open, 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 300 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.
Just to get an idea what you can use triggers for:
- 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.