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en:regular_function_description_in_call_center:agent_functions [2013/03/06 05:23] shangy [直接呼入弹屏] |
en:regular_function_description_in_call_center:agent_functions [2017/12/12 03:05] (current) |
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| - | ==== 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]] |
