In your babelforce manager app, you can produce the content of notifications and updates to tickets with the help of dynamic placeholders.
It is very simple. Let's say you want to send an email notification or create a ticket for an inbound call. You can define the content of the email or ticket using your own text mixed with placeholders.
Here is an example subject and message body:
Subject: Inbound call from {call.from.number}
Message: We received an inbound call from {call.from.number}. The caller reached us by dialling our sales number {call.to.number}. The caller waited {call.duration} seconds in the queue before reaching a representative.
This will result in the following content being produced:
Subject: Inbound call from +443389078904
Message: We received an inbound call from +443389078904.The caller reached us by dialling our sales number +442089706533. The caller waited 34 seconds in the queue before reaching a representative.
As you can see, each placeholder consists of curly brackets/braces containing what is called an expression. The expression is replaced by the value it has in the particular context when it is used.
Here are details of some of the most commonly used expressions in placeholders:
| Expression | Value | Description | Example value | When it can be evaluated |
call.from.number |
caller's telephone number |
number in international format: digits with no spaces or any other characters country code (without "+" and without "00" followed by area code and the telephone number |
4420894567822 | at any point in the call |
call.to.number |
callee's number | as above | as above | at any point in the call |
call.from.mobile call.to.mobile call.from.anonymous |
true or false | as above | as above | at any point in the call |
call.duration |
number in seconds | the duration of the call so far in seconds | 34 | at any point in the call, i.e. any time from event "Inbound call" onwards up to event "Call finished" |
call.type |
inbound, outbound | "inbound" | at any point in the call | |
agent.name |
text of agents name | any text entered as the agent name - or the agent name imported/synchronized from an integration | "John Smith" | at any point where the agent is known (e.g. once an agent has taken a call) |
agent.email |
email address of an agent | email address of an agent used in babelforce or imported from an integration | john.smith@company.net | at any point where the agent is known (e.g. once an agent has taken a call) |
queue.name |
text of queue name | the text entered in babelforce as the name for a queue | "Main Service Queue" | whenever a queue is actually in use in a call or was just in use (e.g. when a call is connected to an agent |
queue.calls.active |
whole number | the number of active calls = number of calls queued plus the number being handled by agents | 92 | total calls currently simultaneously being handled for a queue and already taken by agents |
| queue.waitTime | whole number of seconds | number of seconds that the call is in queue: measured from when the call actually enters the queue and the system begins attempting to select and dial agents/users | 31 | at any point from when a call is in a queue up to the point where an agent takes the call. If you evaluate on event "Call bridged" you will get the total duration within the queue. |
| There are lots more expressions that can be used - the exact set depends on the set of Services and add-ons that you are using. |
You can very safely simply play around with placeholders for creating your content by just setting up email notifications to yourself or adapting updates to tickets (e.g. in Zendesk).
Below you find an example list of expressions that can evaluated in placeholders. Note that babelforce offfers many more. To find the complete list, head over to this article.
core.always
customer.accessId
call.id
call.from.number
call.from.anonymous
call.from.mobile
call.to.number
call.to.mobile
call.duration
call.type
call.type.inbound
call.type.outbound
call.state.ringing
call.state.in_progress
call.state.failed
call.state.completed
call.state.queued
call.state.bridged
call.state.canceled
call.state.busy
call.state.no_answer
call.recording.url
agent.id
agent.name
agent.number
agent.enabled
agent.email
agent.state
agent.state.available
agent.state.ringing
agent.state.connected
agent.state.in_call
agent.state.wrap_up
agent.groups
agent.tags
queue.id
queue.name
queue.maxDialCount
queue.calls.active
queue.calls.bridged
queue.calls.queued
queue.waitTime
queue.full
queue.load
sms.from
sms.to
sms.text
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