2.0 - Setting up a basic call flow

Now you know the basic elements of the babelforce Manager app so you are ready to start with the simplest call flow. It's very easy:

• A call comes into a queue
• The customer hears a ringtone while waiting
• The next available agent is automatically selected
• The call will ring until either the customer hangs up or an agent takes the call

The abstract process would be modeled like this:

In babelforce, let's achieve this by following these steps:

• Create an agent and ensure they are added to a group
• Set up your queue and add a relevant agent selection so the agents you created receives the call
• Create an ACD module and customize it accordingly
  • Choose the appropriate queue, add queue and agent experience, and include an after-flow for further actions
• Connect the ACD module to a designated phone number

By following the instructions in the upcoming sections, you'll have established the simplest call flow in babelforce, allowing smooth call handling and efficient agent-customer interactions.