Onboarding checklist for managers and agents

 

 

To Do

Preparation

Add an agent (internally/Synch from another source system) (Synch agent from another source system video)  (Add an internal agent video) 

Reset babelforce password (help desk Article) ((Reset babelConnect password video)
Login babelConnect (login to babelConnect Video)

Ensure that Bria Licences are ordered using this link Ordering-and-cancelling-licenses-SIP-IDs-and-Bria-Enterprise

In case you are using a provisioned Bria, no setup is needed but you need to install Bria after receiving a notification (you can also download it from this page).

If password reset via Bria is enabled, have the agent request a temporary password. See step-by-step instructions here

Login to Bria (Login to Bria)

Setup audio device & microphone on your computer and if applicable in your softphone.

Setup agents and queues, a schedule and a calendar (Setting-up-agents-and-queues-a-schedule-and-a-calendar)

Set up a Queue (Creating a new queue video)

Add business hours  (Adding business hours video) 

Add a calendar (Adding a calendar video)

Organize agents in groups and tags with skills and attributes Organize agents in groups and add tags with skills and attributes  

Create Groups (Create a new group video)

Create agent selection for dynamic call distribution How to create agent selections for dynamic call distribution  

Make outbound numbers available for agents Showing-only-team-relevant-numbers-in-the-babelConnect-app

 

 

 

Taking calls

Make sure Bria always starts automatically in the background with the computer

Make sure Windows popups or Mac notifications are enabled

Adjust agent presence to "available" (help desk article).
When a call comes in it must be accepted via Bria Enterprise or any other phone device (help desk video).
If setup, ticket will be pushed when call is connected (this article is for admins setting up babelforce) (Automation_Helpdesk ticket creation video)
In babelConnect you see from which queue the call comes  (Taking an inbound call)
In babelConnect you see the calling number 
In the ticket you see the wait time and other interesting facts about the caller if setup by your admin
When away from workspace, availability must be changed to a busy status to avoid that babelforce continues forwarding calls to agent. (Leaving your workstation)
 

 

 

Making calls

Outgoing calls are initiated via babelConnect (Making an outbound call)
Open ticket with customer's request - if click to call is enabled, the number will automatically be filled out in the babelConnect "call to" field (help desk article).
Select Display As number (will be saved unless you clean your browser's cache) (see article here)
If enabled, outgoing call will be logged in ticket or create a new record (article for admins with the example of Zendesk).

 

 

Transferring calls

To transfer calls, always use babelConnect
When connected to a call, you can transfer calls to other colleagues who are available

 

 

We also prepared a little survey for you that guides you through the setup steps:

 

 

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