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en:module_manual:work_order:assign_rule [2014/03/28 02:00] solo [Assign Rules] |
en:module_manual:work_order:assign_rule [2017/12/12 03:05] (current) |
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| These rules tell system, when there's a new work order in the group, how does the system assign them to agent. When agent finish his work, if it's mandatory to approve by group admin, these rules is only editable for group admin, nobody else could change even for system admin. | These rules tell system, when there's a new work order in the group, how does the system assign them to agent. When agent finish his work, if it's mandatory to approve by group admin, these rules is only editable for group admin, nobody else could change even for system admin. | ||
| - | ===== 规则中的参数介绍 ===== | + | ===== Parameters ===== |
| - | {{:en:module_manual:work_order:分配规则_分配规则.jpg|}} | + | |
| - | 默认为手动分配，由坐席组长在“我的工单”页面，手动选择进入本节点的工单分配给哪个坐席。 | + | <note important>Assign Rule is only editable for group admin</note> |
| - | 坐席工号顺序，属于自动分配，由系统按照坐席工号正序(坐席工号都是由数字组成的，如1000，1001，1002）依次将新进入本节点的工单分配给坐席（节点状态=新的，且未指定当前所属坐席的工单）。 | + | {{:en:module_manual:work_order:assign_rule.png?768|}} |
| - | 未完成工单最少，属于自动分配，由系统按照当前组内坐席未完成工单数量正序排列(如1000坐席未完成工单1个，1002坐席未完成工单3个…)，依次将新进入本节点的工单分配给坐席（节点状态=新的，且未指定当前所属坐席的工单）。 | + | {{:en:module_manual:work_order:分配规则_分配规则.jpg|}} |
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| + | * **Assign Rule** | ||
| + | * **Manually Assign** Default value, group admin will go to "My Work Order" assign work order to agents in the group | ||
| + | * **AgentNo. Order** Automatically assign by system, new work orders will get assigned one by one, first goes to 1000, next goes to 1001, next goes to 1002 etc. | ||
| + | * **Fewest Missions** Automatically assign by system, the agent who has fewest unfinished work order has higher priority | ||
| {{:en:module_manual:work_order:分配规则_坐席规则.jpg|}} | {{:en:module_manual:work_order:分配规则_坐席规则.jpg|}} | ||
| - | 设置系统自动分配时的坐席范围。在线，即只将工单分配给当前在线的坐席。全部，即不管坐席是否在线，组内所有坐席都参与工单分配。 | + | * **Group Rule** The range when system assign work order |
| + | * **Online**: only assign to online agents in the group | ||
| + | * **All** assign to all agents in the group | ||
| {{:en:module_manual:work_order:分配规则_节点完毕审核.jpg|}} | {{:en:module_manual:work_order:分配规则_节点完毕审核.jpg|}} | ||
| - | 本节点工作结束时，是否需要组长审核，只有审核通过的工单才能向下流转。当审核未通过时，工单将退回给坐席重新处理，此时工单节点状态=处理中。 | + | * **Verify**: When the work order is done by agent, if it requires group admin to verify to continue |
| - | + | * **Yes**: Need verify by group admin, if it's not pass, the work order will return to the agent | |
| + | * **NO**: Don't need verify | ||
