Onboarding checklist for managers and agents



To Do


Reset babelforce password (help desk Article)
Login babelConnect 

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

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



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)
In babelConnect you see from which queue the call comes
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.



Making calls

Outgoing calls are initiated via babelConnect
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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