If you want to store data of your call handling processes in your Helpdesk/CRM, you have to set up Automations to happen during or after a call. Automations are actions carried out is the conditions of certain Triggers are or are not met. There are two types of Automations.
- Global Automations: can be configured at any time during or directly after a call. They do not take into account which module a call has reached, depend on global call states like "call is created" or "call is finished".
- Local Automations: look for certain call attributes or criteria within a certain module. They can be configured as pre and post Automations, happening before or after a certain module, respectively.
So how can you set up both of these Automation types? To illustrate them we will look at a very simple use case. A company would like to set up reporting for abandoned calls – i.e. those that end without involving an agent.
In this example, our Global Automation will report all abandoned calls to your Helpdesk or CRM platform. To create it, we have to set up two things: 1) A Trigger which checks if an agent was involved in a call. 2) An Automation to determine what happens if this Trigger is fired (in this case, if the call is abandoned). Be aware: there are many different ways to achieve this with babelforce; we only present one possible example.
- To set up the Trigger, navigate from the main menu to Triggers and click 'Add'. Call the trigger "No agent" and select logic type 'Match all triggers'.
Now click 'Add Condition'. From the 'Expression' drop-down box choose 'Agent: id' and the 'Operator' 'is not given'. Leave the last box empty. If correctly set up it should now look like this:
- Now, to create the Automation, head to Integrated Processes > Global Automations and click on 'Add'.
Give it a name, e.g. "Create ticket for abandoned call". From the 'Event' drop-down box pick 'Call finished' and choose the 'Action' Zendesk > Create ticket. Choose the trigger you just created.
At the bottom of the pop up window, the platform is asking you to configure the ticket which will be sent to your Helpdesk/CRM. On the General tab select the relevant integration, for example a Zendesk integration.
Now navigate to the tab 'Tags' and enter a word or phrase you would like the ticket to be tagged with. Choose something relevant such as "call_abandoned". If you would like the ticket/case to contain certain information in its subject or content, enter this into the relevant field in the 'Comment' tab. Note that when using the Action "create ticket", you always need to define a subject, otherwise the Automation cannot be saved.
Click 'Save' and your Automation starts reporting your call handling process.
The advantage of a Global Automation for cases like abandoned calls is that ticket creation can still happen even after the call has ended. This is great for acquiring general call data. But what if we want to set up Automations on more specific stages of a call?
If we want to create tickets using more specific Events, we configure them locally in a certain call flow module. Let's say that you want set up an Automation for whenever a caller opts for a callback. Here's how you do it:
- Find your module in the section IVR call-flows > Call flows and search for your callback module. It's the one the caller is routed to when either actively chooseing a callback or being routed to it automatically.
Open the module and go to the tab "Automations". Click on the small "+" to add a new Automation.
- Give it a name, e.g. "Create ticket for call back", ensure to select Position Before, set the Action to 'Create ticket' and from the list of Triggers choose 'Always'. An additional set of options should have appeared by now. In the first 'General' tab determine the integration you want to use. We used the Zendesk integration again.
Go to the tab "Tags" and enter a suitable tag like "callback". Enter a ticket subject in the 'Comment' tab.
- Click 'save' and you are finished :)