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====== Work Order ====== Work order is a ticket system, working with campaign or customer service, it is used to control a work flow for customers. A work order is like a tracer, so all work on the work order could get recorded, archived and traced. Work order could be used for e-commerce, customer service, education, sales, out sourcing etc. So how to create a work order? Let's start with a e-commerce company to show you how to use work order to manage the work. - agent in **Sales Group** get a call, customer want to place an order for some products, agent will create the orders and a work order, then forward the work order to **Finance Group** - agent in **Finance Group** will check if all are correct in the order, waiting for the payment, and then forward the work order to **Warehouse Group** - agent in **Warehouse Group** will do the products check list and finish the package, then forward the work order to **Logistics Group** - agent in **Logistics Group** will send the package, trace the transport status, make sure customer receive the products, then forward the work order to the agent who created the work order - agent in **Sales Group** will do customer care, collect feed back and finally, close the work order <note tip>When any process goes wrong, it can be return to group supervisor or previous node(group)</note> Before start, we need to create a work order for this work flow, go to Work Order ===== Parameters ===== {{:en:module_manual:work_order:工单_添加.jpg?768|}} * **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) * **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 * Creator: the owner is the agent when he creates it * Group: the work order will go to agent group, group admin need to assign this work order or it will assign to some agent by [[en:module_manual:work_order:assign_rule]] * **Edit Limit**: Define who can modify the work order * Everyone: the owner and group admin could change the content and status, the other agents who could see the work order, they can reply or change the content, but could not change status * Owner: the owner and group admin could change the content and status, the other agents who could see the work order, for them work order is read-only. * **Transfer RetainAgent**: Let's say currently the work order belongs to A in G2 (created by B in G1), when A finish his work, the work order is supposed to go to G3. * Yes: when the work order goes to G3, it will first check if B the creator is in G3, if yes, the work order will go to B, if not, it will check if A is in G3, if not it will waiting for assignment by group admin * No: work order will stay in G3, waiting for assignment by group admin * **End Action**: The action when the work order is finished * Empty: Do nothing * Create New: Create a new work order for this customer if the work order is finished, this would give admin the option to make a work flow * Agent Decided: The last agent/admin could decide if to create a new work order or just close this one. * **Default CC**: When the work order status changed, it will send an email to the emails defined here, use semicolon (;) as separator if you have more than one. ===== Customization ===== We can define customized filed for a work order to meet some specific needs. {{:en:module_manual:work_order:工单_自定义字段.jpg?768|}} * **Type:** The type of the field, includes "input" (input box), "select" (drop down menu), text(text area), upload(for attachment),date(for a date),datetime(for a date and time) * **Identity:** Letters only, it will be used to create a database table * **Display As**: The display name for the field * **select Options**: Appear when the type is select, define the options for drop down menu, use comma to separate each option. * **Select Can Enter**: Appear when the type is select, if agent is allowed to enter text which is not defined in the select options. * **Default Language**: For multiple language usage ===== 自动流转 ===== 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。 {{: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。 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。 ===== FAQ：工单模板我已经建好了，如何使用这个工单模板？ ===== 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|}} {{: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。 ===== FAQ：在哪些页面可以新建工单？===== 系统中有四个页面可以新建一个工单任务。 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|}} 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。 {{: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。 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。 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。 {{: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。 {{: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？ 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。 **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。 **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。