3.1 - Setting up agents and queues, a schedule and a calendar

In this section, we are going to repeat a couple of things you already know: setting up agents and adding them to a queue. 

The new parts to this section are schedules and calendars.

Agents and queues

1st, create a new agent. Either, you stick with the agent default group _all or you create a new group, it's up to you. If you are not sure how to do that, go back to this tutorial

Next, go to the queue section. You can either use the default queue or create a new one. You just need to remember which one you want to use in your call-flow. Add the agent selection in the queue of your choice. This tutorial will help you remember in case you have forgotten some of the details.

Business hours and calendars

Now let's look at a central element for every contact center: opening hours. Almost every service wants to define times during which a hotline is reachable and when it isn't.

In babelforce, we offer two different features for handling your office hours: business hours and calendars.

What's the difference?

Quite easy: Business Hours define your daily routine. Here you say at which time your service opens and closes in a standard work week.

Calendars on the other hand define special opening hours or closed days. Here is the place to define your service's holidays. Also, you can easily control one-time changes in opening hours. Of course, all of this can be done with the normal business hours, however, if you use calendars, you don't need to remember to switch back to the normal opening hours. It's up to to decide if you want to use a calendar or not.

Setting up Business Hours

Click on Scheduling > Business Hours. 

Either you use the already existing calendar or you create a new one.


You can see that adding hours or having your service closed on particular days is very easy.

In the list of available business hours you see the timezone and whether or not a Business Hour is currently available or not (in the screenshot below, My new opening hours have the state "Inactive" while "my great opening times" are currently "Active").

By clicking on the loop, you can view the defined opening times for each of your Business Hours.


Adding calendars and dates

Go to Scheduling > Calendar.

You will also find an example calendar which you may edit if you want. Alternatively, you just create a new one.

Adding Dates

The calendar works just like the Business Hours: You create a general Calendar, like Holidays, and you add dates by clicking on the pencil first. That brings you to the overview of all dates ever added to this Calendar container. To add a new date, click on "Add".

After you entered the date and time when the holiday starts and ends and you clicked save, you will see the new date added to your list of dates.


Creating new calendars

When you crate a new calendar, the only thing you need to keep in mind is the timezone - however, you can easily adjust it later on as well. So click on "Add", fill out the fields and to add new dates, just follow the desciption above.

Connecting Business Hours and Calendar to your call flow

This is exactly the question we are going to investigate in the upcoming sections. Because just setting the times will not have any impact on your call flow. Actually, Business Hours and Calendars are entirely independent of any application modules. You can reuse them anywhere and as often as you want.

To do that, you have to build a trigger for each, first. This is the topic of sub-section 3.3.

In your call flow, you will need a switch but that's the topic in section 3.4.

Before you get there, you will learn how to upload your audio files to the babelforce platform in the next section.

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