In this tutorial you will learn about so called "Switch Nodes" (or "Switches").
Switch Node are decision points in a call flow. You can imagine them as gatekeeper that use the conditions defined by triggers to know which door to open for a call.
To make it less theoretical, let's look at the example at hand:
- The gatekeeper Switch asks the first trigger if there is a special date added to the calendar. If so, the call is forwarded to a sorry audio player.
- Next, if there is no special date, the gatekeeper Switch checks in with the next trigger to see if the caller reaches the platform within business hours. If not, it is also forwarded to a sorry audio.
- Finally, if the call was made within business hours, the gatekeeper Switch asks the last trigger if any agents are enabled. If not, the customer is welcomed by the platform and then again forwarded to a sorry audio.
- Only if the reply from the trigger is "YES - an agent is enabled", the caller will be welcomed and forwarded to the Automatic Call Distribution module.
Below you see the extract from the process map showing exactly the same process as described above:
Building Switch Nodes in babelforce manager app
This video shows you how to create Switch Nodes from scratch in babelforce manager app that takes into consideration holidays, business hours and whether or not agents are enabled.
But of course, you don't have to create it from scratch. If you open your Call flow manager, you will find one Switch Node which does exactly what the one does we created in the video. Click on the pencil to open it.
Go to the Settings tab. This is what you should be seeing:
Reading the Trigger-Rules is easy but there are a couple of things you need to know.
- Trigger rules follow their numerical order (which is the same as the order they are listed in the Settings tab).
In our case: the Switch first checks if the call arrived at a time the holiday calendar applies and only if this trigger returns false, the opening hours will be checked. And only if the caller reaches the platform within opening hours, the Switch checks if agents are enabled.
The order is important. Because imagine you check Business Hours first instead of your holidays and forward the caller to your line even though none of your agents is working. This is not the greatest kind of customer experience.
- If none of the triggers applies the call will always go to the After Flow, in our case the Welcome prompt "no agent enabled".
- And lastly, when you add a Trigger, you first enter the Module the call goes to if the trigger applies, then you enter the trigger.
Give it a try!
In the next tutorial you will learn how the Switch Node is connected to the call-flow.