How to test your call flows and process configurations

When building your communications processes, you need a way to test your flows and see what happens in real-time. You also need to check what happens with the actions your processes initiate via other system's APIs.

To do this, you can use the babelforce live logs. You can find these in your babelforce account in the section "Reporting > Live logs". 

The best way to test your call flows, user journeys and process configurations is to open the Live logs in a separate tab or window of your browser.

Next, call one of the public numbers in your babelforce account and test your call flow routing, IVR and queues. In the tab/window for Live logs, you will see what happens during your test call.

A live log for an inbound call looks something like this:

This one shows the beginning of a call with a simple flow. You read it backwards from the bottom: An inbound call arrives, it goes into the call flow module "1.0 - Calendars, business hours, enabled" to check opening hours and holidays. The Tigger "agents enabled" fires, so the call is forwarded to the module "Call flow for call queue" and the caller hears the "Looped waiting audio".

As you see, the Live logs show each station of the call when an inbound call is placed.

If you use any kind of integration, you will see all Action that is triggered using the API. For example, you can automatically lookup an enduser in your Zendesk from within babelforce. If you do so you would see something like the following in the live logs:

Using the live logs, you can locate any part of your configuration that needs to be improved and test as you go along while designing your customer experience.

If you want to learn more about live logging, read this article. It walks you through a debugging example.