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en:use_case:how_to_config_customer_request_call_back [2014/11/03 09:53] donnie created |
en:use_case:how_to_config_customer_request_call_back [2017/12/12 03:05] (current) |
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| - | ====== 如何配置用户回呼 ====== | + | ====== How to config customer request call back ====== |
| - | 在实际应用中，经常会出现所有坐席资源不足导致无人可以处理客户的情况（例如队列忙或者非工作时间），asterCC提供了回呼功能，允许客户选择回呼，这样当系统空闲时，坐席可以回拨客户提供服务。 | + | In real terms, there will be a situation where the agents are not enough to deal with customers (for example, a queue is busy or non-working time), asterCC provides a callback function that allows customers to call back, so that when the system is available, the attendant can call back to serve. |
| - | 客户应用场景： | + | Application Scenarios: |
| - | * 客户呼入队列，等待一段时间后不想等待，通过队列菜单选择回呼服务 | + | * incoming call queue, do not want to wait after some time, choose a callback service on the queue menu |
| - | * 客户拨打企业电话，系统检查当时为非工作时间，播放IVR菜单允许客户选择回呼 | + | * customer dial support number, the system checks the time for non-work time, it will play IVR menu that allows customers to choose a callback |
| - | * 客户拨入队列，等待过长时间而挂机(漏话) | + | * Incoming call queue, waiting for too long and hangs up (missed calls) |
| - | 当系统发现有回拨请求时，系统会将号码以最高优先级发布在漏话列表中，同时向该队列坐席发起通知。对于普通漏话，系统会更新漏话列表而不发出通知，坐席可以查看漏话列表进行回呼。 | + | When the system has a callback request, the system will put this number in the list of missed calls with highest priority, meanwhile sending a notification to the agents. For ordinary missed calls, the system will update the missed call list without notice; agents can view the missed call list and call back. |
| - | <note important>本例场景为呼入到队列600后，在队列中排队超时后，进入IVR，提示用户按1继续等待、按2请求回呼、按3留言</note> | + | <note important>This scenario for incoming queue 600, when the queue is over-due, enter IVR, ask the user to press 1 to continue to wait, press 2 request a call back, press 3 for leaving a message.</note> |
| - | ===== 设置回呼请求IVR ===== | + | ===== IVR Set IVR callback request ===== |
| - | * 创建主IVR流程 | + | * Creat a main IVR process |
| - | {{:zh:用途和案例:回拨请求主流程.png?600|}} | + | {{:en:use_case:queu_timeout_callback_ivr.png?600|}} |
| - | * 设置动作 | + | * Set Actions |
| - | {{:zh:用途和案例:回拨请求动作.png?600|}} | + | {{:en:use_case:queu_timeout_ivr_actioin.png?600|}} |
| - | 如上图，添加放音收号动作，语音提示为：坐席全忙，继续等待请按1，要求回呼请按2，留言请按3。 | + | As shown above, add playback number receiving action, voice prompts: agents are all busy, wait for response press 1, press 2 to request a call back, please press 3 to leave a message. |
| - | * 设置转向 | + | * Set transfer |
| - | {{:zh:用途和案例:回拨请求转向.png?600|}} | + | {{:en:use_case:queu_timeout_ivr_tran.png?600|}} |
| - | 转向源选择用户输入inputcode，转向条件为1时转向目标为600队列，客户回到队列继续等待；转向条件为2时，转向选择“要求回访”，转向对象支持选择呼入客服或外呼营销两种业务模块，根据实际业务对应情况选择对象和转向目标，当对象为外呼营销时，回访请求提醒将发送所选外呼营销对应在的坐席组下的坐席，如果对象为呼入客服时，还需要选择所选呼入客服(一个呼入客服可能对应多个坐席组)下由哪个组的坐席接受回访请求提醒；转向条件为3时，转向留言应用，客户可以进行留言。 | + | For transfer source, select inputcode, when the condition is 1, transfer to the 600 queue, the customer come back into the queue and wait; transfer condition 2 for "require a return visit". There are two kinds of transfer destinations for incoming call or outbound marketing, select the destination according to the real business situation. When the destination is outbound marketing, visit request notice will be sent to the corresponding agents. If the destination is an incoming call, the corresponding customer service should be chosen to call back; condition 3, transfer to message application, customers can leave a message accordingly. |
| - | ===== 在队列中设置失败转向===== | + | ===== Set transfer failure in the queue ===== |
| - | {{:zh:用途和案例:队列失败回拨请求.png?600|}} | + | {{:en:use_case:queu_timeout_failed_tran.png?600|}} |
| - | 编辑600队列，失败转向选电脑话务，失败转向目标选择上面设置好的IVR回拨请求，当队列等待超时时，将自动转向该IVR。 | + | Edit 600 queue, failure transfer to computer communications. Failure transfer destination selects the IVR callback request. When the queue is over-due, it automatically transferred to IVR. |
| - | ===== 坐席界面 ===== | + | |
| - | * 客户按2请求回访时，系统将记录该回访请求，并播放提示音“谢谢，我们将快回复”，600队列所属坐席将收到回访提醒。 | + | |
| - | * 漏话页面可查看回访请求及普通漏话，回访请求的漏话优先排列在上方。 | + | |
| - | {{:zh:用途和案例:回拨请求漏话列表.png?700|}} | + | ===== Agent Interface ===== |
| + | * request a callback, the system will record and play the prompt “Thank you, we will reply as soon as possible”. The 600 queue agent will receive a callback notice. | ||
| + | * Missed calls interface shows the callback request and ordinary missed calls. Calls require for reply will be topped. | ||
| + | |||
| + | {{:en:use_case:queu_timeout_callback_agent_tips.png?700|}} | ||
