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en:module_manual:work_order:work_order [2014/03/28 01:16] solo [FAQ: How to use a work order?] |
en:module_manual:work_order:work_order [2017/12/12 03:05] (current) |
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| * When work order in bind, when selecting the call result for a call, you will see the link to create a work order | * 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) | ||
| - | 1.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|}} | {{:en:module_manual:work_order:工单_新建工单1.jpg?768|}} | ||
| - | 2.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|}} | {{: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> |
| - | 3.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|}} | {{:en:module_manual:work_order:工单_新建工单3.jpg?768|}} | ||
| - | 4.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|}} | {{: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 | ||
