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| en:module_manual:user:agent_group [2014/03/12 01:44] – [Optional fields] solo | en:module_manual:user:agent_group [2014/05/19 14:09] (current) – [编辑坐席组] solo | ||
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| * Dialin-only：agents can only receive calls and cannot place calls. | * Dialin-only：agents can only receive calls and cannot place calls. | ||
| * Dialout-only：agents can only make calls and cannot receive calls. | * Dialout-only：agents can only make calls and cannot receive calls. | ||
| - | * **Outbound：** (Allowed, Not Allowed) | + | * **Outbound：** (Allowed, Not Allowed) |
| - | <note warning> | + | <note warning> |
| - | * **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； | + | * **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 |
| - | * **排班类型：** | + | * **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. |
| - | | + | |
| - | | + | |
| - | * **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。 | + | |
| - | | + | |
| - | | + | * **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 |
| - | * 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 | + | * **Auto Pause**: When Yes, if one agent missed a call, the agent will get paused automaticly |
| - | * 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' |
| - | * 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' |
| - | * 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 |
| </ | </ | ||
| + | =====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。 | + | |
| {{: | {{: | ||
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| - | * 【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。 | ||
| {{: | {{: | ||
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| - | <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。 | ||
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| - | 左侧分为两个, | ||
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| - | 设置完成后，点击保存按钮，来保存你的操作。</ | ||
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| - | 勾选组管理员选项，将任命此坐席为该组管理员, | ||
| <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 |
| - | * 排班权限 | + | |
| </ | </ | ||
| - | * 【组内坐席】按钮，点击后会打开 | + | * [Agents in Group] click the button, it will go to User -> Agents, list all the agents in this 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. |
| {{: | {{: | ||
| - | 点击后 ，得到系统提示：“重载成功”。 | + | Click the bar, you will see " |
| {{: | {{: | ||
