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| en:regular_function_description_in_call_center:agent_supervisor_functions [2013/12/05 01:13] – solo | en:regular_function_description_in_call_center:agent_supervisor_functions [2013/12/05 01:38] (current) – solo | ||
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| ===== Live Monitor ===== | ===== Live Monitor ===== | ||
| - | Login as group admin, then you will see agent' | + | Login as group admin, then you will see agent' |
| {{: | {{: | ||
| - | 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 |
| {{: | {{: | ||
| - | 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 | + | 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** |
| - | **图框 | + | **Frame ①** you can see the agent status, it has |
| - | - 空闲中 | + | - Idle : Agent is idle, and ready to take calls, it uses color {{: |
| - | - 振铃中 | + | - Ringing |
| - | - 通话中 | + | - Busy : When agent is in a conversation, |
| - | - 会议中 | + | - Conference |
| - | - 暂停中 | + | - Pause : When agent is paused, it uses color {{: |
| - | - 话务处理 | + | - ACW : When agent is in After Call Work, he would not receive calls, it uses color {{: |
| - | - * *(咨询的坐席工号) 来电咨询振铃中 | + | - * *(agent number) is calling for consult |
| - | - * *(被咨询的坐席工号) 正在被 | + | - * *(agent number) is consulted by * *(agent number) : This agent is in a consult conversation with another agent, it uses color {{: |
| - | **图框 | + | **Frame ②** The avatar of the agent |
| - | **图框 | + | **Frame ③** The agent number and username |
| - | **图框 | + | **Frame ④** The action icon, it has **Hangup**, **Spy**, **Call Barge**,**Whisper**,**Force release**,**Force busy**,**Force idle** and |
| <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 |
| - | 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 |
| </ | </ | ||
| Line 46: | Line 46: | ||
| To use **Spy**、**Call Barge**、**Whisper**、**Force release** , by default, it will use the extension number of the group admin. | To use **Spy**、**Call Barge**、**Whisper**、**Force release** , by default, it will use the extension number of the group admin. | ||
| - | **图框 | + | **Frame ⑤** If there' |
| - | **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 |
| + | ===== 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 | ||
| - | + | 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 | + | |
| - | + | ||
| - | 打开 | + | |
| {{: | {{: | ||
| - | 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 |
| - | + | ||
| - | 参见 [[: | + | |
| - | ===== 报表统计 ===== | + | go to [[: |
| - | 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 | + | |
| + | ===== Report Statistics ===== | ||
| + | When the group admin role gets the privalidge to reports page, they can see the reports of their campaigns, | ||
| - | ===== 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 |
| - | 左侧列表 | + | go to [[:en:module_manual:campaign]] --> [[:en:module_manual:campaign:qcpages]], there' |
| {{: | {{: | ||
| - | 参见 | + | check [[:en:module_manual:campaign:qcpages]] for more information |
