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--- en:module_manual:work_order:work_order [2014/03/28 01:03]
solo [Parameters]
+++ en:module_manual:work_order:work_order [2017/12/12 03:05] (current)
@@ Line 23: / Line 23: @@
   * **Team Name**: Define which team this work order belongs to
-  * **Range**: Define the agent groups which could process this work order (invalid if you configured auto-range)
+  * **Range**: Define the agent groups which could process this work order (invalid if you configured work flow)
   * **Name**: Put a name for this kind of work order, such as "Complain", "Sales"
   * **Initial user**: When the work order is created, how it gets processed
@@ Line 52: / Line 52: @@
   * **Default Language**: For multiple language usage
-===== 自动流转 =====
+===== Work Flow =====
-如果需要设置工单自动流转，即一个组完成后，自动转给另一个坐席组。我们需要编辑此工单模板，设置自动流转过程。
+If you want to forward the work order to another group when it's finished in one group, you can define the work flow between agent groups here.
 {{:en:module_manual:work_order:工单_自动流转.jpg?768|}}
-如上图，工单从1至5依次流转。不管哪个组为客户创建一个此类工单，工单创建后都将自动划分到第一个节点Group1组。由其处理完毕后，依次向下流转。
+  * As in the diagram, the work order will go from group1 to group5, and no matter which group creates the work order, it will always go to group1, then other groups according to priority.
+  * When the it's done in group5, the work order status will become "Done"
-当第5个节点结束本节点工作时，整个工单将自动关闭，状态变为“完成”。
-之前我们提到，当你设置自动流转功能时，“流转范围”将自动失效，工单遵循自动流转。
+<note important>as we mentioned above, when you use work flow, the work range will be invalid</note>
-===== FAQ：工单模板我已经建好了，如何使用这个工单模板？ =====
+===== FAQ: How to use a work order? =====
-系统中外呼营销和呼入客服两个模块可以加载工单应用。两个模块加载的途径都是通过呼叫结果进行工单绑定。
-{{:en:module_manual:work_order:工单_来电性质.jpg|}}    {{:en:module_manual:work_order:工单_呼叫结果.jpg|}}
+  * In asterCC, there're two modules which could work with work order: Campaign and Customer Service.
+  * To use work order, you need to bind the work order with a call result
+{{:en:module_manual:work_order:工单_来电性质.jpg|}} {{:en:module_manual:work_order:工单_呼叫结果.jpg|}}
 {{:en:module_manual:work_order:工单_选择工单.jpg?768|}}
-呼叫结果绑定工单后，坐席在相应的任务弹屏页面选择呼叫结果时，可以看见新建工单提示。根据业务需要，告知坐席在什么情况下需要填写工单。
+  * When work order in bind, when selecting the call result for a call, you will see the link to create a work order
-===== FAQ：在哪些页面可以新建工单？=====
+===== FAQ: Where I can create a new work order? =====
-系统中有四个页面可以新建一个工单任务。
+In astercc, we have 4 pages where you can create a new work order:
+  * Customer Service popup page (if it's bind to customer service call result and agent selects the call result)
-.呼入客服模块来电性质绑定工单后，坐席可通过弹屏页为客户建立工单。
 {{:en:module_manual:work_order:工单_新建工单1.jpg?768|}}
-.呼入客服模块通过漏单管理页面，坐席组长可以创建漏话工单。
+  * Missed Calls page
 {{:en:module_manual:work_order:工单_新建工单2.jpg?768|}}
-漏话指客户电话打到系统，没有空闲坐席为其服务，客户主动挂机所产生的通话记录。
+<note tip>Missed call means when calls reach a queue, but the caller hangup before he talks to any agent, this calls will go to missed call list</note>
-管理者如需为漏话处理建立工单，需要先设置一个漏话工单流程模板。坐席根据工单流程对客户进行回访。
+<note tip>Admin could create a special work order for such callers, don't miss any customers :)</note>
-.外呼营销模块呼叫结果绑定工单后，坐席可通过弹屏页为客户建立工单。
+  * Campaign popup page (if it's bind to customer service call result and agent selects the call result)
 {{:en:module_manual:work_order:工单_新建工单3.jpg?768|}}
-.坐席组长通过“我的工单”页面，为本组新建工单任务。
+  * Group admin could create a new work order for his group in "My Work Order page"
 {{:en:module_manual:work_order:工单_新建工单4.jpg?768|}}
-FAQ:添加工单任务时，需要注意哪些内容？
+===== FAQ: What should get noticed when I create a new work order? =====
-图1，图2为工单添加基础页面，添加者只需填写标题（对工单内容的一个简要概括，让他人和自己根据标题能预知此工单的目的），抄送邮件（可填写多个邮件，用分号’;’分割。工单新建或有改动时，会给他们发邮件告知。 ），描述（工单任务的具体内容，填写客户相关表述或告知他人应该做什么）。
-如果你添加工单时看到如图所示字段 {{:en:module_manual:work_order:工单_新建工单5.jpg|}}
-说明工单模板未设置自动流转过程，此时需要工单任务创建者指定工单创建后交给哪个坐席组处理（列表中的坐席组是流转范围设置的）。
-图3在工单添加基础页面上多出两个英文字段，是由管理者设置的自定义字段，用于业务的扩展，如何填写请咨询工单模板创建者。
-图4是坐席组长为本组添加工单任务（一般是为坐席补录）。下面介绍下这些字段的含义。
-**模块：**选择呼入客户或外呼营销，标明工单产生于哪个模块。
-**模块ID：**选择根据模块选择指定的业务，标明工单产生于哪个模块下的哪个任务。
+  * Keep it simple in Work Order name
+  * use CC to notify customer
+  * put more information in description so your co-worker know what need to do
-**客户表：**客户来源，机构客户（outbound_enterprises）或个人客户（outbound_individuals），用于工单到相应客户表获取客户资料。
+<note important>If you see Group when you create a work order {{:en:module_manual:work_order:工单_新建工单5.jpg|}}, means you need to select which group you want to send this work order to</note>
-**客户：**从客户来源表中，选择目标客户。标识出此工单是为此客户服务。
-**创建者所属组：**你可能是多个组的坐席组长，选择此工单是给哪个坐席组创建的。
+  * When group admin create a work order, there're extra fields
+    * **Model**: Select Campaign or Customer Service
+    * **Model ID**: Select the specific campaign or customer service
+    * **Table Name**: "outbound_enterprises" or  "outbound_individuals", so you can select customer
+    * **Customer**: Select a customer which this work order belongs to
+    * **Group**: select which group you want to send this work order to

en/module_manual/work_order/work_order.1395968628.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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