Call Center

" on the right, and if off, the symbol will not be displayed. 2.5.3.2. The overall report Features: The overall report is a report that counts all calls, provides time to view the report at - 18 -Udesk Call Center Operator''s Manual your own choice, and supports the report export function. Use scenario: Administrators want to see overall incoming and outgoing statistics for a period of time in the call center. How to do it: 2.5.3.3. Customer service reports Features: Customer service reports are divided into overview reports and customer service group reports. The overview report is to compare the selected data of multiple customer service in the specified report type and time, such as the data comparison of multiple customer service on the same day, and the customer service report is the data of a customer service in the specified report type and specified time, such as the data of a customer service every day of the last week. Use scenario: 1. The administrator wants to view call statistics for all customer services for the most recent week. 2. Administrator wants to see statistics on the status of a customer service in the last month. How to do it: 2.5.3.4. Queue report Features: The queue report is a statistic for calls to the call queue. Use scenario: The administrator wants to view call data for Call Queue 6 in the last month. How to do it: 2.5.3.5. Customer service group report Features: Customer service group reports are divided into overview reports and customer - 19 -Udesk Call Center Operator''s Manual service group reports. The overview report is a comparison of the selected data for multiple customer service groups in the specified report type, a specified time, such as data comparison of multiple customer service groups in the same week, and a customer service group report is data for a customer service group in a specified report type, a specified time, such as data for each day of a customer service group in March. Use scenario: 1. The administrator wants to see how all customer service groups compare their data for the week. 2. The administrator wants to view information such as the idle, busy time, etc. of a customer service group for the last month. How to do it: 2.5.3.6. IVR reports Features: The ivr report looks at the direction and data of all routing nodes within a month, including node inflow, node retention, node churn, node retention, node churn rate, and includes the presentation of the sanquito. Use scenario: 1. When using a route, you often look at the number of calls from a routing node to determine the business situation. 2. Through this chart to analyze the loss of nodes, to achieve directional optimization. How to do it: 2.5.3.7. Custom report Features: Udesk enables administrators to configure custom reports that are flexible and personal. Custom call reports are divided into daily reports and classified reports for enterprises to count business-related calls. The statistics for custom day reports are generated in real time, specifying the number of calls that meet the filter criteria in the current state of a date call, and the statistical method of a custom classification report is to generate in real time the number of values for each matching category field in a conversation where the current status of a specified date call meets the filter criteria. Use scenario: 1. Administrators want to count how many leads there are on the phone each day for the last 30 days, and can use daily reports to count. 2. Administrators want to count how many calls each type of lead has in the last 30 days, which can be grouped with classified reports. How to do it: - 20 -Udesk Call Center Operator''s Manual 2.6. Overview of the customer center interface Features: The Customer Center is used to manage the creation, deletion, editing, and modification of customers. How to do it: Customer list: List of companies: 2.7. Customer, company creation Features: Create or import customers manually. Use scenario: After you have guided the customer in advance, you can see the basic information about the imported customer in the call center pop-up screen. How to do it: Customer creation: Company creation: 2.8. Customer details Features: Learn all about the customer and all of its follow-up records, call information, etc. through customer details. How to do it: - 21 -Udesk Call Center Operator''s Manual 2.9. Customer filters, company filters Features: Filter customers who meet the conditions and requirements. How to do it: - 22 -Udesk Call Center Operator''s Manual 3. Developer documentation 3.1. Call center docking guide with other systems Features: Many companies build their own CRM or other ERP systems and also require the ability to call in or out. Udesk provides a range of APIs and corresponding features for comprehensive enabling and convenient docking, enabling the ability to call on a self-built system. Use scenario: The customer''s self-built CRM system or other third-party system requires docking the call center system. How to do it: Udesk provides docking interfaces for docking call components, call event push, call trigger push, call center customer service monitoring, call logs, business records, call tasks, automatic call tasks, call center functional routing. Developers are required to refer to the Udesk call center interface for docking. 1. Call components A JS SDK that embeds a web page or app(webview)enables features such as agent status and incoming and outgoing functions. equipment state Incoming screen Incoming answer, transfer, incoming consultation, incoming three parties Call out, exhalation transfer, exhalation consultation, exhalation three parties Provides standard demos that can be used directly or hidden after developers themselves adjust the JS API write style. Answer the phone or answer through the IP phone or mobile phone, the call component is mainly to achieve a variety of state synchronization and changes. 2. Call event push The Udesk system sends call information to the configured API at the end of an incoming, outgoing, established call, hang-up, and end of the call. Used with call component configurations because the call component is on the front end, sometimes web cards are not necessarily 100% accessible to call logs, so it is recommended that call logs be picked up by back-end push. 3. Call trigger push Call according to the conditions for determining the call record at the end of the call. Unlike call event feeds, any call to a call event is pushed, and a call trigger push is pushed only after the preset conditions have been met. 4. Call center customer service monitoring Through THEI, monitoring functions can be implemented on third-party systems, - 1 -Udesk Call Center Operator''s Manual including customer service status, listening, strong insertion, and forced dismantling. 5. Call records, business records ApIs for asynchronous sync call logs, usually pulling data from the previous hour in the first hour. for data backup or statistical analysis. 6. Exhalation tasks Create outbound tasks, import customers, and assign customer service through the API. 7. Automatic outbound tasks Create automatic call-out tasks, import customers, and assign customer service through the API. Third-party CRM filters out customers, bulk automatic exhalation, then you can adjust these APIs. 8. Call center functional routing Call center IVR phase docking other systems can achieve such functions as password verification, dedicated customer service assignment and so on. Detailed docking instructions documentation Business record: http://www.udesk.cn/doc/apiv2/notes/ Call center: http://www.udesk.cn/doc/apiv2/callcenter/ Call task: http://www.udesk.cn/doc/apiv2/callouts/ Auto-call task: http://www.udesk.cn/doc/apiv2/cc_ad_tasks/ - 2 -Udesk Call Center Operator''s Manual 4. RELATED LINKS Udesk official website: https://www.udesk.cn/website/ Udesk Help Center: https://udesk.udesk.cn/hc 3">