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en:regular_function_description_in_call_center:agent_functions [2013/03/01 07:49] solo [小休暂停] |
en:regular_function_description_in_call_center:agent_functions [2017/12/12 03:05] (current) |
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| - | ====== 呼叫中心坐席功能 ====== | + | ====== Regular agent functions in call center ====== |
| - | ===== 坐席账号、工号和分机 ===== | + | ===== Agent Account, Agent Number and Device ===== |
| - | 在asterCC商业版系统中，系统由团队、用户、用户组、分机、坐席、坐席组、坐席组管理员、坐席分机、坐席工号、坐席密码等几个概念 | + | In astercc commercial, there are entries like team, user, user group, extension, agent, agent group, agent group administrator, agent extension, agent number and agent password. |
| - | * 每个团队可以认为是一个单独的系统，团队需要有唯一标识成为team_identity(例如默认的团队标识为astercc)，不同团队之间互不影响，每个团队可以有自己的管理员，每个团队可以设定一个中继或者中继组，作为该团队的默认外呼中继(组) | + | * Each team can be regarded as a individual system, which needs a unique identification for the team identity (e.g., the default team identity is astercc). Teams will not be able to influence each other. Each team has their only administrator, and can assign one trunk or a trunk group as their default outbound calling trunk (group). |
| - | * 用户是系统的登录单位(所有从web的登陆都需要使用用户名和用户密码)和计费单位，用户可以属于系统级或属于某一个团队，系统没有对用户的数量限制 | + | * User is a login unit (to login via a website, username and password are necessary) and billing unit. A user can belong to the system or a team. The system does not cap the user number. |
| - | * 用户组是用户的集合，用户组也可以设定使用一个中继或者中继组，该用户组下的用户分机外呼时会使用该中继(组) | + | * User group is the set of users. A user group can assign a trunk or a trunk group, which functions when the extensions under that group place calls. |
| - | * 每个分机必须属于一个用户，一个用户下可以有多个分机，分机类型可以是网络分机(软电话、语音网关、IP电话)，也可以是任意一个号码(例如手机或者座机号码) | + | * An extension must belong to a user; and one user can have more than one extension. Extension can be either an internet extension (soft phone, audio gateway, IP phone), or a phone number (cell phone, landline telephone). |
| - | <note tip>与大部分系统不同，使用网络分机注册时，注册用户名格式为team_identity-分机号，例如astercc-5000，同时也请注意分机注册密码与用户登录密码为两个密码</note> | + | <note tip>Unlike most system, when register an internet extension, the form of username has to be **//team identity-extension number//**, e.g., astercc-5000. Please do not use the same password for registration and login.</note> |
| - | * 坐席是呼叫中心的基本单位，每个坐席必须属于一个用户，但是一个用户只能有一个坐席 | + | * An agent is the basic unit of a call center. Each agent must belong to a user. |
| - | * 坐席分机可以是系统分机或者是任意一个号码，同时坐席分机分为 | + | * An agent extension can be either a system extension or a number. Agent extensions can be divided into: |
| - | * 固定分机：分机号码不能修改 | + | * fixed extension: the extension number is unchangeable |
| - | * 坐席自选：坐席签入之前可以选择一个未被其他坐席使用的分机号码 | + | * self-adapting: before sign in, an agent can pick a number that has not been used by other extensions. |
| - | * 自适应：系统将首先检查是否有来自于同样IP的软电话注册，如果有且未被使用则自动切换到该软电话对应的分机号码 | + | * dynamic: the system will first check if a soft phone from a same IP has already registered, and if not, it will select the number that soft phone is corresponding. |
| - | * 坐席组：坐席组是坐席的工作单位，每个坐席至少属于一个坐席组 | + | * Agent group: this is the working unit of agents. Each agent must belong to at least one agent group. |
| - | * 坐席组管理员：坐席组管理员将获取较多的权限，例如对本组其他坐席进行监控、监听、强插、密语等操作，当所在坐席组使用外呼任务时，组管理员还将默认获得导入数据 导出报表、录音等功能，每个坐席组可以有0个或多个组管理员 | + | * Agent group administrator: the administrator has more access. E.g., the administrator can monitor, 强插, whisper, etc. When the group is undergoing an outbound task, the administrator can also acquire the following access by default, like to import data, export statement, record, etc. Each agent group can have 0 or more administrators. |
| - | * 坐席工号：坐席工号仅用于坐席通过电话签入或者播报工号时使用 | + | * Agent number: only used when sing in through a telephone or announce the agent number. |
| - | * 坐席密码：坐席密码仅用于通过接口调用与该坐席相关功能时使用 | + | * Agent password: only used when 调用(invocate?) functions related to that agent through 接口. |
| {{:en:regular_function_description_in_call_center:device_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:device_en.jpg?direct&680|}} | ||
| {{:en:regular_function_description_in_call_center:agent_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_en.jpg?direct&680|}} | ||
| - | ===== 呼叫弹屏 ===== | ||
| - | 呼叫弹屏是呼叫中心中常用的坐席功能，一般与业务系统集成使用，例如客户管理系统(CRM)或者电话销售系统，因此为了获得弹屏，我们需要配置坐席所使用的业务系统 | ||
| - | asterCC商业版系统中提供了多重业务类型供客户使用，包括 | ||
| - | * [[:zh:外呼营销]] | ||
| - | * [[:zh:呼入客服]] | ||
| - | * [[:zh:虚拟办公室]] | ||
| - | 同时系统支持第三方系统集成，用户可以轻松将自己的系统设为弹屏 | + | {{:en:regular_function_description_in_call_center:structure.jpg?direct&680|}} |
| - | ==== 直接外呼弹屏 ==== | + | ===== Call Popup ===== |
| + | Call popup is a frequently-used agent function in call centers, often integrated with business systems, like CRM and telesales system. In order to achieve call popup, we are in need of a configured business system for agents. | ||
| + | Astercc commercial offers multiple types of business functions for customers, including: | ||
| - | 直接外呼弹屏指坐席使用坐席对应的电话直接拨号，使用时需要注意以下几点 | + | * [[:en:campaign]] |
| - | * 拨号的分机需要开启坐席模式 | + | * [[:en:customer_service]] |
| - | * 坐席必须处于签入状态 | + | * [[:en:virtual_office]] |
| - | * 通过坐席页面签入 | + | |
| - | * 通过电话拨打*64签入 | + | And at the same time, the system supports a third party system for integrate, and customers can easily have their own systems pops up. |
| - | * 固定坐席不需要签入 | + | ==== Outbound Popup ==== |
| - | * 坐席签入的坐席组必须有对应的业务模块 | + | |
| + | Outbound popup means agents directly dial their corresponding number. When using it, agents have to pay attention to the following tips, | ||
| + | * The extension has to enable the agent mode | ||
| + | * the agent has to be in signed in status | ||
| + | * signed in through agent page | ||
| + | * signed in through dialing *64 from a telephone | ||
| + | * fixed agent does not need to sign in | ||
| + | * the agent group that the agent signs in has to have a business module | ||
| {{:en:regular_function_description_in_call_center:device_agent_mode_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:device_agent_mode_en.jpg?direct&680|}} | ||
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| - | ==== 直接呼入弹屏 ==== | + | ==== Direct Inbound Popup ==== |
| - | 直接呼入弹屏指不是通过队列ACD分配来的呼叫，例如DID直拨，振铃组直拨等 | + | Direct inbound popup means that the call is not from a queue, such as a DID binding call, or a call from a ring group |
| - | * 直接呼入弹屏有两个条件 | + | * There are two conditions for a direct inbound popup |
| - | * 通直接呼出弹屏相同，分机需要开启坐席模式 | + | * the extension has to enable the agent mode |
| - | * 呼入应用绑定中能够找到相应的弹屏应用 | + | * A corresponding popup application can be found in the binding inbound application |
| {{:en:regular_function_description_in_call_center:app_binding_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:app_binding_en.jpg?direct&680|}} | ||
| - | ==== 队列呼入弹屏 ==== | + | ==== Popup from Queue Inbound Call ==== |
| - | 队列呼入弹屏是呼叫中心中最广泛的用法，例如呼入和预拨号。 | + | Popup from queue inbound call is mostly wide used in call center, like inbound calls and predial |
| - | 使用队列呼入弹屏，需要注意 | + | Pay attention to the following tips when using popup from queue inbound call, |
| - | * 确保坐席处于签入状态 | + | * Make sure the agents are in the signed in status |
| - | * 呼入时确保能够在 [[:zh:呼叫中心高级管理]] -> [[:zh:呼叫中心高级管理:呼入应用绑定]] 中找到相对应的应用 | + | * Make sure corresponding applications can be found in [[:zh:呼叫中心高级管理]] -> [[:zh:呼叫中心高级管理:呼入应用绑定]] when calls come in. |
| - | ===== 点击呼叫 ===== | + | ===== Click Dial ===== |
| - | 点击呼叫指坐席在页面上点击呼叫按钮发起呼叫，系统自带的业务系统均提供了此功能，同时坐席也可以通过呼叫面板输入号码完成呼叫(坐席需要有外呼权限) | + | Click dial means to click the button on the page to place calls, which comes with the business system, and agents can also enter numbers to call in the call panel ( the agent must have outbound permission). |
| - | <note tip>点击呼叫的流程为系统先呼叫坐席分机，接通后再呼叫客户号码，建议坐席电话开启自动应答功能</note> | + | <note tip>The working procedure of click dial-- the system calls the agent extension, after getting through, the system will then call the customer number. We suggest that agents enable the auto answer function.</note> |
| - | <note important>只有坐席签入的组有对应的业务系统时才能通过页面发起呼叫</note> | + | <note important>Only when the group that the agent signed in has a corresponding business system can the calls be placed through the page.</note> |
| {{:en:regular_function_description_in_call_center:agent_portal_call_panel_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_portal_call_panel_en.jpg?direct&680|}} | ||
| - | ===== 小休暂停 ===== | + | ===== Pause ===== |
| - | 坐席需要暂时停止工作时可以使用暂停功能，暂停的合计时间和原因将会体现在坐席表现报表中 | + | Agents can use this function when they need a pause, and the total time and reason will be shown in the agent performance statement. |
| - | <note tip>只有在话后和空闲状态时，坐席才能使用暂停功能</note> | + | <note tip>Only in the ACW and idle status can an agent pauses</note> |
| {{:en:regular_function_description_in_call_center:agent_pause_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_pause_en.jpg?direct&680|}} | ||
| {{:en:regular_function_description_in_call_center:agent_portal_click_call_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_portal_click_call_en.jpg?direct&680|}} | ||
| - | ===== 工作模式 ===== | + | ===== Working Way ===== |
| - | 坐席的工作方式分为三种 | + | There are three working ways for agents, |
| - | * 仅呼出：坐席只能进行呼出操作，而不会收到坐席组分配的电话 | + | * Dial-out only: agents can only practice outbound calls, and will not receive calls assigned by the group |
| - | * 仅呼入：坐席只能进接受队列分配的呼叫，而不能主动外呼 | + | * Dial-in only: agents can only receive calls from the queue, and cannot place outbound calls |
| - | * 全部：坐席可以同时接受或者发起呼叫 | + | * All: agents can do both |
| - | * 自定义：坐席可以自由在上述三种模式中切换 | + | * Self-selection: agents can switch among the previous three ways. |
| {{:en:regular_function_description_in_call_center:agent_group_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_group_en.jpg?direct&680|}} | ||
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| - | ===== 话后处理 ===== | + | ===== ACW ===== |
| - | 话后处理指坐席结束通话之后，自动进入"话后处理"状态，此时坐席所在的队列不会分配给他呼叫，坐席可以利用这段时间完成数据处理工作，直到坐席结束话后恢复到空闲状态 | + | ACW means when an agent finishes a call, it will automatically enter ACW status, while the group he belongs will not give him any call. The agent can deal with data during this time before he turns into idle statue. |
| - | * 振铃话后：只要坐席电话振铃，不管是否接通，结束后都进入话后状态 | + | * Ring: regardless of whether get through, it enters ACW after ring. |
| - | * 应答话后：只有坐席电话应答之后才会进入话后状态 | + | * Answered: it only enters ACW when the call is answered. |
| - | * 禁用话后：坐席不会自动进入话后状态 | + | * Disabled: it won't enter ACW automatically. |
| - | <note important>在外呼营销模块中，系统提供了保存数据自动结束话后功能</note> | + | <note important>In Campaign, the system would exits ACW when submit</note> |
| {{:en:regular_function_description_in_call_center:campaign_acw_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:campaign_acw_en.jpg?direct&680|}} | ||
| - | ===== 咨询转接和会议 ===== | + | ===== Transfer Consult and Conference ===== |
| - | 坐席在通话中可以利用咨询功能完成转接或者进入会议 | + | Agents can use the consult function to tranfer the call or enter a conference during a call |
| - | * 坐席点击咨询图标，选择或者输入被咨询方号码 | + | * Click the consult icon, select or enter the number that is being consulted |
| - | * 被咨询方电话应答后，坐席与被咨询方通话，同时客户进入音乐等待状态 | + | * When the consulted party answers the call, the agent will be talking to that party, and meanwhile the client will be listening to the MOH |
| - | * 坐席点击转接，此时坐席挂机进入话后或者空闲状态，客户与被咨询方进行通话 | + | * The agent clicks transfe and enters ACW or idle status, and the clients will be talking to the consulted party |
| - | * 坐席点击会议，此时进入三方通话状态 | + | * The agent click conference and it will become a three-party conference |
| - | * 坐席可以通过通话面板挂断某一方或者结束全部通话 | + | * The agent can hang up any call party or all with the call panel. |
| - | <note tip>asterCC系统支持坐席发起高达30方的会议</note> | + | <note tip>asterCC supports a 30-party call conference started by an agent</note> |
| - | ===== 通话保持 ===== | + | ===== Hold ===== |
| - | 在通话中坐席可以使用通话保持功能，此时客户将听到等待音乐，坐席可以再次点击恢复正常通话 | + | During a call, the agent can use this function to pause a call, and at the same time, the customer will be listening to the MOH. Click it again to resume the call. |
| {{:en:regular_function_description_in_call_center:agent_moh_en.jpg?direct&680|}} | {{:en:regular_function_description_in_call_center:agent_moh_en.jpg?direct&680|}} | ||
| - | ===== 邮件、短信和传真 ===== | + | ===== Email, SMS and Fax ===== |
| - | 邮件、短信和传真功能均需要额外配置 | + | These all need extra configuration |
| - | * [[:zh:实际案例指导:传真模块使用说明]] | + | * [[:en:use_case:how_to_use_fax_module]] |
| - | * [[:zh:模块使用说明:群发信息管理]] -> [[:zh:模块使用说明:群发信息管理:邮件服务器]] | + | * [[:en:module_manual:messages]] -> [[:zh:module_manual:messages:send_in_bulk]] |
| - | * [[:zh:实际案例指导:如何配置短信功能]] | + | * [[:en:use_case:how_to_config_sms]] |
