2.0 - Setting up a basic call flow

Christina Dechent
Christina Dechent
  • Updated

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.

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