Congratulations! You finished two call flows and you are now ready to launch your first babelforce flow with audio prompts and a Switch Node!
However, before you can actually start you should always allow for testing time. Actually, testing your flow sometimes takes much longer than you think as you might stumble over errors you cannot explain and you might have to go back and find what's missing or where the logical error is hidden.
In this tutorial, we want to explain how you can test (or debug) your call flow best. Of course, the more complex your flow gets the more likely it is that you'll test parts of it while you're building it. But the steps to follow remain the same.
List all scenarios
If you have read the first chapter, you will recall that we outlined various scenarios through which a call could be routed in a call flow. We created tables and lists to determine the possible paths and destinations of the call. Now, to prepare for your test, you should make a comprehensive list of all potential call outcomes and systematically test each one.
|Scenario description||True/ False|
|The incoming caller hears the welcome prompt and is connected to an agent right after a few seconds of waiting music|
|The incoming caller hears the welcome prompt and then the waiting music. After 5 minutes the caller hears a sorry prompt and the call ends|
|The incoming caller hears the welcome prompt and is told that no agent is currently available. The customer is asked to call back later. The call ends|
|The call reaches the platform after hours. The customer hears Sorry prompt.|
|The call reaches the platform on a special calendar day. The customer hears Sorry prompt.|
Next, try to make test calls for each of these scenarios. Put down the outcome.
If you are not getting a "True" returned for all cases, don't worry - babelforce comes with a debugging feature.
You can find it under
Reporting > Live Logs
Switch the toggle to 'on'. This will activate the logging (live logging is switched on for five minutes - after that, you have to turn it on again).
Now, when you do a test call, you will see lots of information run down the list. You will exactly see which module a call entered, which prompt was played, which trigger applied, and which agent accepted or rejected a call.
If you struggle with reading these logs, continue reading this article: "How to test your IVR and call flow."
You probably still feel a little unsure. That was a lot of information. We suggest going back to the beginning of this section and trying to use it for setting up your own flow. As soon as you've implemented your own flow with Switch Nodes this all will make much more sense! And you will also learn how to read live logs in no time.
Now you officially completed the second chapter. You are ready for your first own call-flows.
The next chapter will introduce basic automation features. It's gonna be super exciting!