As you already know, triggers consist of expression, operator, and expectation. Operators help us create logical conditions for the trigger. The number of available operators is quite long but most of them don't require additional explanation. However, the "contains" operator is quite tricky, this is how it works.
Let's say you have 4 groups of agents in your babelforce manager called:
1. First contact German
2. VIP German
3. First contact French
4. VIP French
Some agents can belong to more than one group.
When a call is bridged you want to update your ticket in your helpdesk with the information on which group has answered the call.
How can you achieve that? You need the right trigger.
As an expression, you should choose "Agent data: groups", then the "contains" operator, and lastly, the expectation, but which one?
The "contains" expression checks if the specific collection (in our case, the names of the groups) contains the specific element and not only its part.
In our case, we are searching for one of these "First contact German" or "VIP German" or "First contact French" or "VIP French" so the trigger for the "VIP French" group will look like this:
It's important to understand that in this kind of condition we need to put the full name of the element in the expectation box, otherwise the trigger will not work. In other words, if we set the expectation to "French" we will not find a match in our babelforce (unless we name one of the groups simply "French").