Teams and people

• Onboarding checklist for managers and agents
• Wrap-up functionality
• Call transfer

• Creating and managing agents in the babelforce manager app
• How to add agents and request a password
• Password creation and reset
• User Management
• babelforce Manager User Rights Management
• Can an admin be an agent?

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• Introduction to babelConnect
• Installing babelConnect from Zendesk Marketplace
• Installing and configuring the babelConnect Chrome extension
• How agents can change their device number in babelConnect
• Migrating to the new babelConnect on Zendesk - how and why
• Using the babelConnect Chrome extension in Freshdesk

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• Agents: organize them in groups and tag
• How to create agent selections for dynamic call distribution
• Creating more complex agent selections
• How to use Input Reader variables in Triggers for agent selections

• Configuring SCIM in Entra (Microsoft)
• Setting up a deep link for SSO login
• babelforce SSO process
• Configuring SCIM in Okta
• SSO: Advanced identity setups
• Setup Single Sign-On (SSO) access with Microsoft Azure

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• Call monitoring: listen-in and whisper in
• Working with agent presence in babelforce