How to create agent selections for dynamic call distribution

Christina Dechent
Christina Dechent
  • Updated

In the babelforce manager app, the agent selection rules are created within a Queue. Note that you should define the Triggers you want to use for your queue selection beforehand. Let's look at a case where the following two Triggers have already been created:




The "Always" Trigger is simply always "true". This is a good one to use first to make sure that your queue is operating properly. This Trigger usually comes with your manager app and this is how the trigger should look like:











The Trigger "german number called" tests if the called number starts with the German country code (0049, 49, +49 - the test can be done just with 0049 and works for all cases):











Now, you can create your first agent selections. Go to

Routing & Queueing > Queues

and open the Queue you want to edit. Open the tab "Agent selection rule" and click on "Add". Give your new selection a name like "Always - fallback" and choose the Trigger from the list:












Now you can adjust the agent selection, hence the groups and tags an agent has to have to be selected by the babelforce platform for a call (let's call this "call pool"). To do this, choose groups and agent tags for the selection. In this example, we are assigning the group "General Services":


Now make sure that you have agents who are "available" and who are in the group "General Services". Here is the Agents view:



As you can see two of the agents, Marie and Christina are in the group "General Services" and have the presence status "Available". The value "available" in the column "Line status" means that they are not in a call or in wrap-up time etc, i.e. that their phone is actually available for incoming calls. If you want to know more about Line and Presence status, we recommend you reading this article on the Line status and this article on the Presence status.

A test call to the hotline number should end up with Marie's or Christina's phone ringing - their Line status will then change to "ringing".

If you want to learn more about creating agent selections, then check out this article: Creating more complex agent selections.

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