Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
en:use_case:how_to_config_customer_request_call_back [2014/12/03 03:59] solo |
en:use_case:how_to_config_customer_request_call_back [2017/12/12 03:05] (current) |
||
|---|---|---|---|
| Line 15: | Line 15: | ||
| * Creat a main IVR process | * Creat a main IVR process | ||
| {{:en:use_case:queu_timeout_callback_ivr.png?600|}} | {{:en:use_case:queu_timeout_callback_ivr.png?600|}} | ||
| - | * 设置动作 | + | * Set Actions |
| {{:en:use_case:queu_timeout_ivr_actioin.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 |
| {{:en:use_case:queu_timeout_ivr_tran.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 ===== |
| {{:en:use_case:queu_timeout_failed_tran.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。 | + | ===== Agent Interface ===== |
| - | * 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。 | + | * 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|}} | {{:en:use_case:queu_timeout_callback_agent_tips.png?700|}} | ||
