Overview of Settings

The This article guides you through several settings on the babelforce platform in the section Settings. This section covers all settings that apply for every call flow, group, queue, etc. that you might have set up in your manager.

Settings comprise of seven subsections that we will go through in the following:

1. Account

2. Telephony

3. Phonebook

4. babelDesk

5. Audit log Settings

6. SSO

7. SCIM

Let's start with the first one:

1. Account:

In the Account section, you can manage your data retention preferences.

• Days until recordings are deleted: Set the number of days recordings will be stored before automatic deletion. The default is 365 days.
• Days until all other data is deleted (not recordings): Specify how long other data, such as logs or reports, will be kept before deletion. The default is 365 days.

Adjust these settings to align with your organization's data management policies

2. Telephony:

2.1 Reachability Timeout:

Most settings for the agent reachability are configured within the call flow, like reachability of agents belonging to certain groups or having certain tags. However, a few are of general purpose: 

Timeout on Busy - number of seconds an agents stays on line status "busy", if the platform detects that their phone is busy. The default value is 180 seconds.

Timeout on Unreachable - number of seconds to keep an agent on line status "unreachable", if the platform detects that the phone device cannot be reached, e.g. if the phone or device is disconnected, the SIP account is not registered, or the device cannot be reached through the office network. The default is 10 seconds. It is common to increase this setting to 180 seconds or more once a network and the devices are optimized. It is set to 10 seconds by default to deal with networks that have issues with intermittent loss of connectivity at times. If that's the case there is no point in not trying to reach the agent again for many minutes, if the device is actually reachable again after a few seconds.

Timeout on Declined - number of seconds to keep an agent on line status "declined" if the platform detects that the agent has declined a call. The default value is 180 seconds.

NOTE: The line status that we determine depends on the response we get from your devices and through the network. Devices sometimes return "busy" when the user has "declined" a call, or vice versa. Therfore, your settings should take that into account.

2.2 WrapUp permissions:

Allow cancel - if this setting is activated, the agents can cancel the wrapup from within their babelConnect app.

Allow extended - if this setting is activated, the agents can extend the wrapup from within their babelConnect app. 

Max extension period - the maximum time an agent can manually extend the wrapup time.

 If you want to have a closer look at our wrap-up functionality, head over to this article.

Outbound enable: A wrap up time after an outbound call is possible if enabled

Outbound allow cancel: Allow the agent to cancel the wrap up time if enabled

Outbound allow extend: Allow the agent to extend the wrap up time for an outbound call.

Outbound max. extension period: Maximum period of time in seconds that the wrap up for outbound calls can be extended to

Outbound wrap-up time: Standard time of outbound wrap up.

2.3 Recording Control:

If your plan includes call recording control, your agents can control recordings from within the babelConnect app or other widgets/apps connected to babelforce. In the global settings you can adjust the following:

Hide agent recording controls - hides recording controls if activated.

Allow Delete - if activated this allows your agents to directly delete a call recording from within the babelConnect app. Otherwise, only an admin with access to the babelforce manager app can delete call recordings.

Label used for flagging - define the tag used to flag recordings. If the agent presses the "Flag" button for a recording, the tag "flagged" will be added to that recorded object in babelforce by default. You can change the tag label if you wish.

Allowed Tags for tagging -here you can define your own custom tags so that agents can select these tags for recordings.

2.4 Post-Call Settings:

You can use these settings to conduct surveys, for instance. It's a rather complex topic that is only relevant for experts. For more information feel free to read this article.

Now, let's move on to the third part:

3. Phonenbook:

In the section "Phonebook" you can add all your numbers and the respective labels to keep an overview of the numbers stored in your account. For more information, have a look at this article.

4. babelDesk settings:

In this section you can setup "babelDesks". A babelDesk is a dashboard that can be freely designed by the manager, showing KPIs, call and agent activity and much more. In "Settings" all a manager does is create a new "empty" dashboard, assign roles and already created widgets. Further Information you find in this article: Adding a babelDesk and managing its access rights.  Once a babelDesk was created for a specific user, a new icon will appear in the left sight menu bar, allowing the user to select a babelDesk.

5. Audit log settings:

This feature which allows you to revisit change conducted in your account. Under Settings > Audit log settings you can select Enable audit on every request. Also, if your company has strict privacy compliance rules, you can decide to Hide user information. If you activate this, logs will still be stored but without the reference to the user who did the changes. For more information on the Audit feature feel free to read this Article.

6. SSO identity provider:

In the SSO Identity Provider section, you can configure Single Sign-On (SSO) for babelforce services. Before setting up SSO, please contact the babelforce Success Team to obtain the redirect URL required for your application.

Fields include:

• Site: The URL of your identity provider.
• Token Path: Path to retrieve the authentication token.
• Auth Path: Path to initiate the authentication process.
• Client ID and Client Secret: Credentials provided by your identity provider.
• Principal Claim: The attribute used to identify the user.

For detailed guidance, refer to babelforce SSO process

7. Audit log settings:

The SCIM settings allow you to manage user and group synchronization between your identity provider and babelforce.

Features include:

• Roles: Toggle to enable or disable role synchronization.
• Groups: Toggle to enable or disable group synchronization.
• Default role(s): Assign default roles to users during synchronization.
• Password synchronization: Enable or disable the synchronization of user passwords.
• Telephone number synchronization: Enable or disable the synchronization of telephone numbers.

These settings ensure seamless integration while adhering to your organization's privacy and compliance policies. Further information you can find here: The Audit Feature