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| en:regular_function_description_in_call_center:agent_supervisor_functions [2013/06/13 03:39] – created shixb | en:regular_function_description_in_call_center:agent_supervisor_functions [2013/12/05 01:38] (current) – solo |
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| ====== 呼叫中心 班长的功能 ====== | ====== Supervisor features in the call center ====== |
| 班长的功能是负责本组的日常业务，对组内坐席的工作情况进行指导和监督和生成统计报表以便总计工作 | In a call center, the supervisor's job is responsible for the daily work of the agents in his group, guidance and supervision and to generate statistical reports. |
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| ===== 坐席组监控 ===== | ===== Live Monitor ===== |
| 坐席组组长登录系统，会进入到坐席平台工作界面，如下 | Login as group admin, then you will see agent's portal page, then go to "Group Admin", "Live Monitor" |
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| {{:en:regular_function_description_in_call_center:agent_monitor_page.jpg?768|Agent Monitor}} | {{:en:regular_function_description_in_call_center:agent_monitor_page.jpg?768|Agent Monitor}} |
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| 在此页面可以对组内的坐席进行监控，查看每个坐席所在组的工作情况，可以点击开一个坐席，弹出一个界面，如下 | On this page, it will give live status of each agent and agent group, you can click to open a agent, get a pop-up window, as follows |
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| {{:en:regular_function_description_in_call_center:agent_monitor_detail.jpg|Agent Monitor Detail}} | {{:en:regular_function_description_in_call_center:agent_monitor_detail.jpg|Agent Monitor Detail}} |
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| 在上图中可以查看到坐席的工作状况，可以对该坐席进行进行 **挂断**、**监听**、**强插**、**密语**、**强拆**、**强制置忙**、**强制置闲** 和 **强制签出** 操作 | in the picture above, you can see agent status, and you can do **Hangup**、**Spy**、**Call barge**、**Whisper**、**Force release**、**Force pause**、**Force idle** and **Force logoff** |
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| **图框 ①** 中可以看到当前该坐席的通话状态，分为 | **Frame ①** you can see the agent status, it has |
| - 空闲中 : 说明当前坐席处于空闲状态，以 {{:en:regular_function_description_in_call_center:agent_monitor_idleColor.jpg|Idle Color}} 显示 | - Idle : Agent is idle, and ready to take calls, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_idleColor.jpg|Idle Color}} |
| - 振铃中 : 当前坐席通话中的一方处于振铃状态，可能是外呼，客户正在振铃，也可能是客户呼入，坐席正在振铃。以 {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|RInging Color}} 显示 | - Ringing : When one of the call party is ringing (inbound or outbound), it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|RInging Color}} |
| - 通话中 : 当前坐席处于通话中。以 {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Answered Color}} 显示 | - Busy : When agent is in a conversation, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Answered Color}} |
| - 会议中 : 当前坐席正在进行会议。以 {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Conference Color}} 显示 | - Conference : When agent is in a conference, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Conference Color}} |
| - 暂停中 : 当前坐席暂停工作中，可能被组长强制暂停，也可能是坐席自己手动暂停。以 {{:en:regular_function_description_in_call_center:agent_monitor_pauseColor.jpg|Pause Color}} 显示 | - Pause : When agent is paused, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_pauseColor.jpg|Pause Color}} |
| - 话务处理 : 通话结束后，当前坐席正在进行话务处理。以 {{:en:regular_function_description_in_call_center:agent_monitor_acwColor.jpg|ACW Color}} 显示 | - ACW : When agent is in After Call Work, he would not receive calls, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_acwColor.jpg|ACW Color}} |
| - * *(咨询的坐席工号) 来电咨询振铃中 : 说明有其他坐席正在呼叫该坐席，需要咨询，咨询振铃中。以 {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Incoming Consult Color}} 显示 | - * *(agent number) is calling for consult : When there's other agent is calling this agent for consult, and it's ringing, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Incoming Consult Color}} |
| - * *(被咨询的坐席工号) 正在被 * *(咨询的坐席工号) 咨询中 : 当前坐席正在被其他的坐席咨询中。以 {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Incoming Consulting Color}} 显示 | - * *(agent number) is consulted by * *(agent number) : This agent is in a consult conversation with another agent, it uses color {{:en:regular_function_description_in_call_center:agent_monitor_notIdleColor.jpg|Incoming Consulting Color}} |
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| **图框 ②** 显示的当前坐席的头像图片 | **Frame ②** The avatar of the agent |
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| **图框 ③** 显示的是当前坐席工号和当前坐席所属的用户名 | **Frame ③** The agent number and username |
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| **图框 ④** 可对当前监控的坐席进行操作的按钮，分为 **挂断**、**监听**、**强插**、**密语**、**强拆**、**强制置忙**、**强制置闲** 和 **强制签出**。 | **Frame ④** The action icon, it has **Hangup**, **Spy**, **Call Barge**,**Whisper**,**Force release**,**Force busy**,**Force idle** and **Force logoff** |
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| <note important> | <note important> |
| 如果坐席未有通话，**挂断**、**监听**、**强插**、**密语**、**强拆** 均为灰色不可点击状态 | If the agent is not in a call, **Hangup**、**Spy**、**Call Barge**、**Whisper**、**Force release** icon will be unusable |
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| 如果当前从页面点击的坐席所在组中，为静态，那么该坐席将无法强制签出，强制签出按钮为灰色不可点击 | When agent is static in the agent group, then **Force logoff** is not available |
| </note> | </note> |
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| * 挂断 {{:en:regular_function_description_in_call_center:hangup.png|Hang Up}} : 挂断当前坐席所有的通话 | * Hangup {{:en:regular_function_description_in_call_center:hangup.png|Hang Up}} : Hangup all live calls of the agent |
| * 监听 {{:en:regular_function_description_in_call_center:callspy.png|Callspy}} : 对坐席正在进行的通话进行监听 | * Spy {{:en:regular_function_description_in_call_center:callspy.png|Callspy}} : Spy the call, means group admin could hear the conversation, but neither agent or customer would hear group admin |
| * 强插 {{:en:regular_function_description_in_call_center:callbarge.png|Callbarge}} : 对当前该坐席的通话进行强插，坐席组长参与到通话中 | * Call Barge {{:en:regular_function_description_in_call_center:callbarge.png|Callbarge}} : Group admin will join the conversation |
| * 密语 {{:en:regular_function_description_in_call_center:whisper.png|Whisper}} : 向正在通话的坐席发起通话, 但该通话是单向的 并且客户无法听到 | * Whisper {{:en:regular_function_description_in_call_center:whisper.png|Whisper}} : Talk to the agent, but customer would not hear |
| * 强拆 {{:en:regular_function_description_in_call_center:forceRelease.png|Force Release}} : 取消一个正在进行的通话, 坐席将被挂断, 客户将和实行强拆的人进行通话 | * Forced release {{:en:regular_function_description_in_call_center:forceRelease.png|Force Release}} : Group admin will talk to the customer instead of agent, agent will hang up. |
| * 强制置忙 {{:en:regular_function_description_in_call_center:forcePause.png|Force Pause}} : 坐席组长强制将监控的坐席置忙，坐席将进入暂停状态，无法接收到任何系统中的电话 | * Forced pause {{:en:regular_function_description_in_call_center:forcePause.png|Force Pause}} : Change agent status to "Pause", agent would not receive any calls from the queue. |
| * 强制置闲 {{:en:regular_function_description_in_call_center:forceIdle.png|Force Idle}} : 坐席组长可以强制将监控的坐席的工作状态变成空闲，该坐席就可以接收系统中的电话 | * Forced idle {{:en:regular_function_description_in_call_center:forceIdle.png|Force Idle}} : Change agent status to "Idle", agent would start receive calls from the queue. |
| * 强制签出 {{:en:regular_function_description_in_call_center:forceLogoff.png|Force Logoff}} : 强制将坐席从一个组的队列中签出 | * Forced logoff {{:en:regular_function_description_in_call_center:forceLogoff.png|Force Logoff}} : Log off the agent from a queue. |
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| 进行 **监听**、**强插**、**密语**、**强拆** 功能，需要一个执行的电话号码，页面上默认用的是当前监听的坐席组长的分机号码 | To use **Spy**、**Call Barge**、**Whisper**、**Force release** , by default, it will use the extension number of the group admin. |
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| **图框 ⑤** 如果当前坐席有通话 那么会显示当前通话的号码，如果有咨询，那么会显示咨询的号码 | **Frame ⑤** If there's a call, it will appear caller id, if it's a consult call, it will appear the number of consult party |
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| **图框 ⑥** 显示的是当前坐席签入的坐席组，可以修改当前坐席在每个组中的工作模式和话务模式 | **Frame ** Display all agent groups of the agent logged in, group admin can change the work mode and ACW mode in the group |
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| | ===== Predictive dialer ===== |
| | Group admin could control the predictive dialer of his group(s), config dialer strategy, recycle customer to dial list, start/stop the dialer |
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| | open [[:en:module_manual:dialer]] --> [[:en:module_manual:dialer:dialer]] to check all available dialer |
| ===== 预拨号 ===== | |
| 坐席组长可以对本组的预拨号进行管理，设置预拨号的策略，回收客户到预拨号列表中，开启或者关闭预拨号 | |
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| 打开 [[:zh:模块使用说明:预拨号]] --> [[:zh:模块使用说明:预拨号:拨号器]] 页面查看可以管理的预拨号，如下图 | |
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| {{:en:regular_function_description_in_call_center:agent_monitor_dialerpage.jpg?768|Dialer Page}} | {{:en:regular_function_description_in_call_center:agent_monitor_dialerpage.jpg?768|Dialer Page}} |
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| 在此页面可以设置每个可以看到的预拨号的拨号策略参数 可以查看当前预拨号列表中的客户以及为预拨号列表回收客户 | In this page, group admin could change the dial strategy of each campaign, check customers in the dial list or recycle dialed numbers back to the dial list |
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| 参见 [[:zh:模块使用说明:预拨号:拨号器]] 页面的讲解 | |
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| ===== 报表统计 ===== | go to [[:en:module_manual:dialer:dialer]] for more information |
| 如果有相关报表统计页面的查看权限，就可以进行统计工作，比如说可以设置预拨号统计，可以查看组内预拨号的情况，根据预拨号的情况，对于拨号进行实时的调控。也可以进行其他统计，可以设置权限用于查看报表 | |
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| | ===== Report Statistics ===== |
| | When the group admin role gets the privalidge to reports page, they can see the reports of their campaigns, |
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| ===== 质检 ===== | ===== Quality Control ===== |
| 对本组内的坐席完成的客户需要进行质检工作，通常根据通话录音来审核坐席的工作情况 | This is used to control the call quality, make sure agents use correct words when they talk to customers |
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| 左侧列表 [[:zh:模块使用说明:外呼营销]] --> [[:zh:模块使用说明:外呼营销:质检管理]] 打开质检页面，可以看到需要质检的数据，如图 | go to [[:en:module_manual:campaign]] --> [[:en:module_manual:campaign:qcpages]], there's a list for all calls waiting for quality control |
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| {{:en:regular_function_description_in_call_center:agent_monitor_qcpage.jpg?768|QC Page}} | {{:en:regular_function_description_in_call_center:agent_monitor_qcpage.jpg?768|QC Page}} |
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| 参见 [[:zh:模块使用说明:外呼营销:质检管理]] 页面对于质检的介绍 | check [[:en:module_manual:campaign:qcpages]] for more information |
