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.

1. 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
2. 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
3. agent in Warehouse Group will do the products check list and finish the package, then forward the work order to Logistics Group
4. 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
5. agent in Sales Group will do customer care, collect feed back and finally, close the work order

Before start, we need to create a work order for this work flow, go to Work Order

• 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 work flow)
• 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 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.

We can define customized filed for a work order to meet some specific needs.

• 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

If you want to forward the work order to another group when it's finished in one group, you can define the work flow between agent groups here.

• As in the diagram, the work order will go from group1 to group5, and no matter which group creates the work order, it will always go to group1, then other groups according to priority.
• When the it's done in group5, the work order status will become “Done”

• In asterCC, there're two modules which could work with work order: Campaign and Customer Service.
• To use work order, you need to bind the work order with a call result

• When work order in bind, when selecting the call result for a call, you will see the link to create a work order

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)

• Missed Calls page

• Campaign popup page (if it's bind to customer service call result and agent selects the call result)

• Group admin could create a new work order for his group in “My Work Order page”

• 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

If you see Group when you create a work order , means you need to select which group you want to send this work order to

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。