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| en:regular_function_description_in_call_center:predictive_dialer [2013/12/09 02:26] – solo | en:regular_function_description_in_call_center:predictive_dialer [2018/12/28 02:46] (current) – solo | ||
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| ====== Predictive dialer | ====== Predictive dialer | ||
| - | 预拨号工作原理是由预拨号发起一批呼叫，拨打客户电话。 | + | When using predictive dialer, system will dial a batch of customer numbers, and customer answer the call, system will transfer the call to a queue, then call agents in the queue to talk to customers |
| - | * 如果客户不接通电话，那么即使有空闲的坐席，坐席也不会振铃 | + | * If no calls are connected, even there are idle agents, they would not get any calls |
| - | * 当客户接通后，会进入等待中，如果有空闲的坐席，那么该坐席将会振铃，坐席接通后，即可进行通话。 | + | * When customer answered a call, they will go to a queue, if there are idle agents, agent phone will ring, and when agent answered the call, they will talk to the customer |
| - | + | ||
| - | 预拨号的好处是节省坐席拨号时间，减少时间浪费在等待无法接通的客户身上。 | + | |
| + | The benefits of using predictive dialer: | ||
| + | * agent don't need wait for ringing time | ||
| + | * agent don't need wait for not available phones | ||
| + | * agent don't need to do anything but answer calls | ||
| ===== Campaign ===== | ===== Campaign ===== | ||
| Predictive dialer need work with campaign, to use predictive dialer, you must create a campaign first. | Predictive dialer need work with campaign, to use predictive dialer, you must create a campaign first. | ||
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| {{: | {{: | ||
| - | <note important> | + | <note important> |
| ===== Customer Package ===== | ===== Customer Package ===== | ||
| - | 客户包中的数据 可以从总表中选择到客户中 或 可以通过导入功能，导入客户资料到客户包中 | ||
| - | | + | The data in the customer package can be imported or chosen from main table. |
| - | - 通过导入功能, | + | |
| + | | ||
| + | - You can import mass customer data into the package with the import function. | ||
| ===== Import customers & numbers to dial list ===== | ===== Import customers & numbers to dial list ===== | ||
| - | 预拨号列表中的数据与客户包中的客户数据相关联，因此要为预拨号列表中增加数据，需要从客户包中选择客户数据。 | ||
| + | Relate the data from dial list and customer package. And we need to add data for dial list from customer package. | ||
| ==== Recycle dialed customers & numbers to dial list ==== | ==== Recycle dialed customers & numbers to dial list ==== | ||
| ---- | ---- | ||
| - | * 回收客户的功能可以在 | + | * Recycle customer here: [[:en:module_manual:dialer]] --> [[:en:module_manual:dialer:campaign_diallists]] |
| {{: | {{: | ||
| - | 如上图中。可以按 根据选中回收 和 根据搜索条件 进行回收，确定要搜索的客户，点击按钮，会弹出回收设置页面，如下 | + | In the picture above, we can recycle by checked or conditions. Click the button and the recycle setting page will pop up, |
| {{: | {{: | ||
| - | 参数设置完毕后，点击页面上确定按钮，就会把要回收的客户数据回收到当前客户包所属外呼营销任务的预拨号列表中 | + | When finishing setting , click ok and the recycled the customer data will be added to the campaign dial list. |
| - | * 也可以在 | + | * Also, you can go to [[:en: |
| - | 打开回收客户页面，如下 | + | and open the recycle page: |
| {{: | {{: | ||
| - | ==== 向客户包中导入客户数据，同时将客户导入到预拨号列表中 | + | ==== Import customers to campaign, and to dial list ==== |
| ---- | ---- | ||
| - | 向客户包中导入客户资料的时候，在导入页面，就可以通过选择预拨号字段，同时向预拨号列表中导入数据 | + | When you import customers to a campaign(customer package), you can select to import to predictive dialer at the same time |
| {{: | {{: | ||
| - | 选择完预拨号字段，可以设置 `重复客户导入预拨号方式` 来控制导入重复的客户是否要导入到预拨号列表中 | + | After selecting the number, scheduler and priority column, you can choose what to do when there' |
| {{: | {{: | ||
| - | ==== 通过过滤器将客户回收到预拨号列表中 | + | ==== Use filter for recycle automatically |
| ---- | ---- | ||
| Line 62: | Line 64: | ||
| {{: | {{: | ||
| - | 建立一个过滤器，将可以搜索到客户的特定查询条件添加到过滤器里，并设定该过滤器的执行时间，那么当过滤器到达执行时间，就会通过该搜索条件，查询客户，将查询到的客户回收到预拨号列表中 | + | Create a filter, you can define a condition and a scheduler, it will recycle all matched numbers back to dial list on scheduler. |
| - | ===== 管理预拨号 | + | ===== Dialer Management |
| - | ==== 拨号器页面管理预拨号 | + | ==== Manage dialer in the dialer page ==== |
| ---- | ---- | ||
| - | 对于有 | + | Clients with the permission to page[[:en:module_manual:dialer]] --> [[:en:module_manual:dialer:dialer]] all pocess the access to this page, and check the program under the agents of each team. |
| {{: | {{: | ||
| - | 在上图中可以看到，每个坐席组拥有的外呼营销任务对应的预拨号情况，可以开启预拨号，拨打电话，设置预拨号的参数，查看拨打客户的状况 | + | In the picture above we can see, each team has its own dialer status of a campaign, the client can enable the dailer, place calls, configure the dialer, and check the status of customer calls. |
| - | 点击每个预拨号后面的 | + | Click |
| - | {{: | + | {{: |
| - | ==== 预拨号模块下预拨号客户列表来管理预拨号客户数据 | + | ==== Manage customer data in the customer data list under the dialer module==== |
| ---- | ---- | ||
| - | 在 [[:zh:模块使用说明:预拨号]] --> [[:zh:模块使用说明:预拨号: | + | In page [[:en:module_manual:dialer]] --> [[en:module_manual:dialer:campaign_diallists]], you can check the customers in the diallist, recycle data and delete data. |
| - | <note important> | + | <note important> |
