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en:module_manual:user:agent_group [2013/12/12 02:33] shangy [Agent Group] |
en:module_manual:user:agent_group [2017/12/12 03:05] (current) |
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| * **Name：**name this group | * **Name：**name this group | ||
| - | * **Team：**设定坐席组属于哪个团队，属于哪个团队，就只能把哪个团队下的坐席加入到该组中； | + | * **Team：**to which team this group belongs, and only the agents in that team can be added to the group. |
| - | + | ====Optional fields==== | |
| - | ====可选项目==== | + | * **Agents in group：**【Add agents】to edit the agents in this group. |
| - | * **坐 席：**通过【添加坐席】按钮，可以编辑组内的坐席； | + | * **Queue：** inbound group needs to set a queue, thus, the customers can call into this group. Similarly, the outbound group need a queue too. We will give more information about queue in the next chapter. |
| - | * **队 列：**呼入坐席组，就必须设置队列，这样客户来电话了，才会打到这个坐席组(同样仅用于呼出的坐席组同样需要设定一个队列)；关于队列如何添加会再下章为您详尽介绍； | + | * **Portal：**you can customize business interface shown on the agent working screen ( it can tell the agent working time, left tasks, who has been recently contacted...), here enter the URL of this page. If leave this blank, then the agent's screen will show nothing. Here, the system offers a default pattern. |
| - | * **工作链接：**可以为工作组订制开发业务界面显示到坐席工作平台中（例如界面上可以列出坐席的工作时间，还有哪些任务，最近都联系了谁…），这里填写这个页面的链接地址，如果不选择，则该坐席组的坐席登入后没有任何页面显示。在此系统默认提供了一种样式供使用； | + | * **Login information：** whether to send agent numberm, password or other login information to the other embedded CRM system. |
| - | * **发送登录信息：**坐席工作平台有可能嵌入一个其它的CRM系统，这个字段是用来设置是否向外嵌系统发送坐席工号，密码等登录信息的。 | + | * **Work way：** |
| - | * **工作模式：** | + | * All: all agents in the group can make inbound and outbound calls. |
| - | * 全部: 该坐席组内的坐席，可以同时执行呼入和外呼任务； | + | * Self-selection: agents within this group can selece the working way for herself. |
| - | * 自选: 该坐席组内的坐席，可以自己选择工作模式； | + | * Dialin-only：agents can only receive calls and cannot place calls. |
| - | * 呼入：坐席仅接收呼叫，不能主动呼出； | + | * Dialout-only：agents can only make calls and cannot receive calls. |
| - | * 呼出：坐席只能主动呼出，不会接收该坐席组所对应队列分发的呼叫； | + | * **Outbound：** (Allowed, Not Allowed) If agent is allowed to make outbound calls (except for numbers in campaign), when it's Not Allowed, agent is only able to dial numbers in his contact history |
| - | * **外呼属性：**（无限制，受限制）控制坐席组内的坐席（除有拨号计划外）是否可以进行外呼，无限制就是可以打，受限制是只能打出现在历史联络记录中的电话 | + | <note warning> If agent is working for a campaign, he could dial all the numbers in the campaign even it's "Not Allowed"</note> |
| - | <note warning> （如果本组有拨号计划任务，将不受此字段限制。可以对拨号计划内的号码进行无限制呼叫）</note> | + | * **CF External：** Set to Yes if agents are allowed to consult an external number, Set to No if agents are only allowed to consult other agents |
| - | * **允许接外线：**在与咨询方通话时，如果咨询方是个外线的话，是否允许坐席将客户转给这个外线去处理； | + | * **ACW：** After call work, means when an agent finishes a call, it will automatically enter ACW status, while the group he belongs will not give him any call. The agent can deal with data during this time before he turns into idle status. |
| - | * **排班类型：** | + | * Disabled: it won't enter ACW automatically. |
| - | * 组长排班 | + | * Ring: regardless of whether get through, it enters ACW after ring. |
| - | * 自行排班 | + | * Answered: it only enters ACW when the call is answered. |
| - | * **话后处理：** 话后处理是一种坐席状态，坐席在结束一通通话后进入此状态，用于处理与该通话相关的业务流程，此时坐席不会再收到新的呼叫。 | + | * Optional： Agent could change his ACW policy |
| - | * 关闭: 关闭话后处理状态，即坐席无法启用话后处理 | + | * **Open Virtual Office Tab**: When set to Yes, system will open virtual office page, this is useful only when agent is working as virtual office agent |
| - | * 振铃话后：当坐席收到振铃事件(无应答)，坐席将进入话后处理状态 | + | * **Auto Pause**: When Yes, if one agent missed a call, the agent will get paused automaticly |
| - | * 应带话后：当坐席应答了一个呼叫后，通话结束时坐席将自动进入话后处理状态 | + | |
| - | * 自选：坐席可以自行设定振铃话后或者应答话后 | + | |
| - | * **默认显示呼入中心：** 设定为是时, 该坐席组内坐席登陆后会默认将虚拟办公室所对应的默认页面打开，此功能仅当该坐席组进行虚拟呼叫中心的呼入任务时有用。 | + | |
| - | * **说 明：**用于记录坐席组备注 | + | |
| - | + | ||
| - | 错误通话数据处理，由于线路问题和一些不可抗力的因素，偶尔会造成通话信号数据出错，影响坐席正常的工作。所以我们要人工的删除掉这些错误数据。勾选代表坐席有权利自行删除自己的错误数据，不够选则需要组管理员帮其删除或者由团队管理员在后台进行删除。 | + | |
| <note tip> | <note tip> | ||
| - | * 静态+在线：默认坐席为永久签入状态，但是必须得在线工作。 | + | * Static+Online: Agent doesn't need to login, but he has to use web portal to work |
| - | * 静态+离线：默认坐席为永久签入状态，允许其离线工作。 | + | * Static+Offline: Agent doesn't need to login, but it's not mandatory to use portal to work |
| - | * 动态+在线：需要自行签入签出，必须在线工作。 | + | * Dynamic+Online: Agent needs to login(via portal or phone), and he has to use web portal |
| - | * 动态+离线：需自行签入签出，允许离线工作。 | + | * Dynamic+Offline: Agent needs to login(via portal or phone), but it's not mandatory to use portal to work |
| </note> | </note> | ||
| + | =====Edit Agent group===== | ||
| - | 资料填写完毕后，点击保存按钮，对坐席组进行保存。 | + | * Double click to edit an agent group |
| - | + | ||
| - | =====编辑坐席组===== | + | |
| - | + | ||
| - | 在坐席组管理页面我们可以看到我们新增加的坐席组数据，双击它，可对其进行编辑修改。 | + | |
| {{:en:module_manual:user:agent_group_edit.jpg|Edit Agent Group}} | {{:en:module_manual:user:agent_group_edit.jpg|Edit Agent Group}} | ||
| - | |||
| - | * 【编辑坐席】按钮，和添加坐席组时使用的【添加坐席】按钮功能相同，操作也相同，都是将坐席移除或添加到该组。 | ||
| {{:en:module_manual:user:agent_group_addAgent.jpg|Add Agent For Group}} | {{:en:module_manual:user:agent_group_addAgent.jpg|Add Agent For Group}} | ||
| - | |||
| - | <note tip> 点击按钮后，弹出上图所示界面，左侧为可选坐席，代表可以把这些坐席加入到这个新建的组中。 | ||
| - | |||
| - | 左侧分为两个,蓝色框内的坐席表示未被任何坐席组选择过的坐席,绿色框内的坐席表示未被当前坐席组选择过的所有坐席 | ||
| - | |||
| - | 右侧代表要加入或者组内已有的坐席。 | ||
| - | |||
| - | 在坐席工号前打勾，便可按红线所示的流程将坐席移入该组。 | ||
| - | |||
| - | 设置完成后，点击保存按钮，来保存你的操作。</note> | ||
| - | |||
| - | 勾选组管理员选项，将任命此坐席为该组管理员,在左侧找到我们刚建好的坐席，在坐席工号前打勾，然后点击右移移到右侧后，点击保存。成功后，会看到系统提示消息 | ||
| <note important> | <note important> | ||
| - | 组管理员的默认权限包括 | + | Group has the following privileges by default |
| - | * 错误通话数据处理 | + | * get rid of error calls |
| - | * 查看组内坐席状态的页面 | + | * live monitor |
| - | * 监听、强插、强拆、密语...等语音功能 | + | * spy, barge-in, whisper ... |
| - | * 预拨号控制功能(坐席组需要绑定至少一个启用了预拨号的外呼营销任务) | + | * predictive dialer controler (need campaign and dialer module) |
| - | * 排班权限 | + | |
| </note> | </note> | ||
| - | * 【组内坐席】按钮，点击后会打开 账户和权限管理-->坐席管理页面，相当于你在坐席管理页面按坐席组搜索坐席，把组内的坐席显示出来。 | + | * [Agents in Group] click the button, it will go to User -> Agents, list all the agents in this group. |
| {{:en:module_manual:user:agent_group_agentInGroup.jpg?796|Agent In Group}} | {{:en:module_manual:user:agent_group_agentInGroup.jpg?796|Agent In Group}} | ||
| - | =====备注===== | + | =====Apply Changes===== |
| - | 关闭编辑分组界面。如果当前坐席组有队列，可以看到下图所示内容： | + | |
| - | 组内坐席数由之前4人 增至5人了。页面上部出现黄色提示条 要求重载。点击提示条进行重载。 | + | When some changes are made, you will see a yellow bar on the top, means you need to apply the changes to the system. |
| {{:en:module_manual:user:agent_group_reload.jpg|Queue Reload Tip}} | {{:en:module_manual:user:agent_group_reload.jpg|Queue Reload Tip}} | ||
| - | 点击后 ，得到系统提示：“重载成功”。 | + | Click the bar, you will see "Reload Success", which means the setting is applied. |
| {{:en:module_manual:user:agent_group_success.jpg|Reload Success}} | {{:en:module_manual:user:agent_group_success.jpg|Reload Success}} | ||
