Chatbot-LLM

the navigation menu > the customer service. All three ways are to route customers to a queue. When there are multiple customer service agents in the queue at the same time, the customer will be assigned to a specific customer service according to the [Allocation Rules]. It should be noted that if none of the above routing methods are set, or if a customer does not meet all the routing conditions, the customer will be assigned to the [Company Queue] (thatis, a queue containing all customer service will be assigned to a customer service in all customer service of the company according to the allocation rules) 3.3.2 Designated customer service at the entrance ⚫ Feature overview After the special link of [Web Plug-in], the enterprise can spell the IDof the customer service / customer service group, skip the dialogue routing and navigation menu, and directly assign the customer to the corresponding customer service / customer service group. See Web Plugin Basics for details ⚫ Scenarios When a company wants to achieve a certain entrance line of customers, are received by the designated customer service / customer service group, or there is already a set of rules and functions assigned on other systems. 3.3.3 Navigation Menu ⚫ Feature overview Before the customer enters the line, let the customer choose the question of consultation, etc. Through the menu selected by the customer and other rules and conditions, the customer is assigned to different customer service or customer service groups. ⚫ Scenarios When you need to route customers to different queues according to their choices. ⚫ Operating instructions See the individual channels - Navigation Menu Module for details. 3.3.4 Dialog Routing/Triggers 3.3.4.1 Dialog Routing ⚫ Feature Introduction When providing services to the outside world, there is often a certain division of labor, such as assigning to different customer service according to region, and assigning to different responsible persons according to customer intentions. Udesk provides dialog routing, supports flexible and diverse distribution rules, and administrators can customize the distribution rules of dialogs to meet the needs of real-world business. Function Description: ◆ The portal specifies that the routing priority of the customer service and navigationmenu is higher than the priority of the conversation routing. ◆ WeChat Channels such as Public Accounts, Mini Programs, Weibo, APIs,Enterprise WeChat, and Overseas Channels cannot obtain IP, so they cannot set up conversation routes through the locationof the IP. ⚫ Usage scenarios ◆ When an enterprise has fixed routing rules. ⚫ Administrator instructions 1. Add, edit routing rules Go to the [Admin Center - Rules - Conversation Routing] page, click "+" to create a new routing rule 2. Set the dialog conditions and set the assignment rules 3. Rule prioritization, in the [Dialog Routing] interface, you can sort the established rules, and when assigning, execute the set rules in order of priority. When a customer meets multiple routing criteria, the route assignment rule with the highest priority is used. ⚫ Additional notes 1. Dialogue conditions condition illustrate The source channel of the conversation, such as web IM/ WeChat / channel enterprise WeChat / Mini Program / Weibo / IOS / Android / API Number of Whether the number of conversations is the first time conversations Conversations can be proportionally assigned to different agent Distribution value groups Baidu Yes / not from the specified Baidu channel The customer''s IP location, pre-set the geographical location to be Ip location filtered by geographical combination WeChat channels Yes/ not from the specified official account or service account Weibo channels Yes / not from the designated Weibo account Conversation initiation Refers to the page on which the customer initiates the conversation page Visit the landing page means the first page that the Customer enters the Website search engine The search engine used by the customer Search for keywords Keywords searched for by customers Web plugins Yes / not from the specified web plugin Customize the channel Yes/ not the name of the custom channel SDK Yes/not from the specified SDK Mini Program Yes/ not from the specified AppletChannels Enterprise WeChat Yes / not from the specified enterprise WeChat The current time Belongs to / does not belong to a working time Client company Contains any, does not contain any, is empty, is not empty Client company grade Yes/no VIP or Normal Level WeChat customer Yes / not from the designated WeChat customer service account service number Customer rating Yes / no VIP or regular customer Contains any, does not contain any, contains all, does not contain all, Customer label is empty is not empty Contains any, does not contain any, contains all, does not contain all, Company Label is empty is not empty Session_key Merchant message list scenario use The values of variables in external interface calls can be routed and variable assigned based on information from third-party systems 2. External interface call When the customer enters the line,the Udesk will request the interface of the third-party system, and the enterprise can set different conversation routing policies according to the interface return value. For example, when an enterprise wants to route a conversation based on the customer''s recharge amount, you can preset the external interface call rules in advance and set the dialog routing rules according to the recharge amount. When the customer enters the line,Udesk uses the customer information to request the preset third-party system interface (see: Dialog Routing External Interface for the third-party system interface specification), and the third-party system returns the customer''s recharge amount to the Udesk,Udesk Different dialog routing rules are executed based on the value of the amount. 3. Allocation rules ◆ You can select assigned to Owner, Responsible Group, Assigned to a Customer Service Group, or Corresponding Employee in the Customer Employee field. ◼ Owner or Responsible Group: Set the owner rule in the Customer Center - Customer Settings through the administrator account. ◼ Customer service group: This is the employee group, customized by the administrator. ◼ Employee field: You can add an employee field for a customer if you need to manually assign a person in charge of a customer, and if a customer has a different owner in different situations. For example, the administrator sets the employee field with the name [web channel owner], and in the dialogue route,sets the customer who enters the web channel line and assigns it to the [web channel owner] corresponding to this customer. Customer service manually sets the [web channel owner] field of customer A to customer service B. When Customer A enters the line from the web channel, it will be automatically assigned to Customer Service B. ◆ Customer service objects Excellent level is sorted from top to bottom, overflow or no owner, no responsible group are automatically transferred to the next customer service object. Not enabling the Customer Owner function is equivalent to no corresponding Customer Owner ◆ You can add multiple allocation rules and set Overflow or No Overflow ◼ Overflow: When neither the current customer service nor the customer service group is online, or the maximum number of guests is reached, the customer is assigned to the next level of customer service/customer service group. ◼ No overflow: When the current customer service or customer service team personnel are not online, or the maximum number of receptions is reached, the customer enters the queue or leaves a message 3.3.4.2 Timeout Routing ⚫ Feature Introduction When customer service is offline or does not answer when the timeout is not answered, it is automatically transferred to other customer service customers who are receiving it. The transfer here is a forced transfer, and the customer does not enter the queue state after the transfer. Supports custom offline, timeout non-answer judgment time. 3.3.4.3 Triggers ⚫ Feature Introduction When you create a dialog, it detects whether the dialog meets the trigger execution criteria, and if so, executes automatically. Currently, conversation triggers support auto-filling customer information. For example, the customer URL parameter is automatically transcribed to the corresponding field of the customer information. Support for web access information placeholders. 3.3.5 Customer Service Assignment ⚫ Feature Introduction When a customer is routed to a queue and there are multiple customer service agents available at the same time, the customer will be assigned to a specific customer serviceaccording to the [Allocation Rules]. Udesk currently offers four basic customer service distribution methods for enterprises - rotational distribution, load distribution, skill value distribution and supplementary distribution, which can be selected according to their own management requirements. At the same time, Udesk has a "repeat customer first" function, which will prioritize the customer service that will assign repeat customers to the customer service who talked to him last time, improving the efficiency of problem resolution. Allocation rules support global configuration or sub-customer group configuration. Administrators can set the global default allocation rules in [Instant Messaging - Other Settings - Default Customer Service Assignment Method], and for queues that require special allocation rules, they can enable the [Customer Service Assignment] function in [Employee Groups - Edit] and select the individual allocation rules for the customer service group. 3.4 Dialogue Quality Inspection (New). 3.4.1 Overview of quality inspection ⚫ Feature Introduction When managers need to manually inspect and assess the dialogue, they can use the manual dialogue quality inspection function. Administrators need to set assessment criteria and scoring rules (i.e. quality inspection forms) in advance. When quality inspection is required, create a quality inspection task, select the quality inspection form for application, and set up dialogue sampling rules, quality inspection processes, and quality inspection personnel. The QA can then perform a quality check on the sampled conversation. If necessary, you can choose the employee appeal process, when the quality inspection personnel complete the quality inspection, the employee can confirm the quality inspection results. When the quality inspection is completed, the management personnel can see the data statistics of the corresponding quality inspection task. 3.4.2 Quality Inspection Form ⚫ Feature Introduction Preset quality inspection scoring standards. Udesk provides three scoring rules: direct scoring, weight scoring, and deduction of points. Enterprises can select scoring rules and set scoring items according to actual needs. ⚫ Administrator instructions 1. Enter [Management Center - Rules - Quality Inspection Form] to view the existing quality inspection form information (name, comment, enabled status). 2. Click [Add], create a new quality inspection form, fill in the name, description, and select the form template (scoring rules).Form templates illustrate Direct scoring The conversation starts with a score of 0, and the score for each grading item is set. During the quality inspection, the quality inspector scores each inspection item, and the system automatically calculates the total score after the scoring is completed. 1 out of100 Direct Scoring - Level Scoring rules are the same as direct scoring, and supports 2 grading checks. Weight scoring The conversation starts with a score of 0, and the score weight for each scoring item is set. During the quality inspection, the quality inspector scores each inspection item, and the full score of each inspection item is10 points, and the system automatically calculates the total score according to the weight of the inspection item after the scoring is completed. 1 out of100. Weight score - level 2 Scoring rules are scored with the same weight, and support setting the check rating. Points deducted The starting score of the dialogue is1 00 points, and the score is set for each deduction, and the quality inspector deducts points for each deduction. The total score is automatically calculated after the scoring is complete. Minimum score of 0. Deduction of points - The scoring rules are the same as deducting points, and level 2 support setting the grading of deductions. 3. Set specific scoring items, as well as the score/weight for each grading item. 4. Set special items in the quality check form: Prohibited, Fatal function illustrate Prohibited items It is used to check the box when grading quality inspection, which can be regarded as a violation or as a supplement to the remarks, and does not affect the actual score. Fatal item It is used to check the quality inspection score, if the Fatal item is checked, the quality inspection task is directly scored 0 points. 5. After setting up the QA form, the administrator can view the form in Admin Center - Rules - QC Form and open the form. When turned on, you can select the form when setting up a quality control task. 3.4.3 Quality Inspection Tasks ⚫ Feature Introduction After the administrator has created the QA form, they can start creating qa1 tasks. When creating, select the applied scoring rule and set up the conversation sampling rules, QC process, and QC Personnel. After the sampling is completed, the quality inspector can regularly conduct a quality inspection of the sampling dialogue. If necessary, you can select an employeegrievance process. When the quality inspector completes the quality inspection, the employee can appeal the quality inspection result. ⚫ Operating instructions 1. The administrator can view the existing quality inspection tasks (task name, description, quality inspection form used, etc.) in the Monitoring Report - Quality Inspection - Dialog Quality Inspection (New) section 2. The administrator creates a new task, sets the basic information of the task, sampling rules, quality inspection workflow, and quality inspection permissions for the quality inspection task. Basic information: Name, Description, Form (select when creating new, not modifiable after selection) Auto Sampling: Automatic sampling rules, support setting sampling frequency, sampling time, sampling range, sampling rules, and filter conditions. function illustrate Sampling Supports setting up daily or weekly sampling frequency Sampling time Supports setting the time point of sampling Sampling range Support for setting the scope of the sampled conversation (yesterday\today, this week\last week) Sampling rules Support setting sampling rules (proportional sampling, random sampling), you can set the proportion of specific sampling, random number of bars, and you can set each customer service to sample the same number of conversations. Filter criteria Support for setting filter criteria for conversations Quality inspection workflow: You can select no appeal mode or allow appeal mode, and set specific conditions when allowing appeal mode. function illustrate No appeal mode Quality inspection process: Sampling → scoring → submission → completed Allow appeal Quality inspection process: Sampling → scoring → submitted → mode customer service confirmation→ appeal (if there is a problem) → review (if there is a problem) → customer service confirmation (if there is a problem) → completed Allow appeal time: After the time is exceeded, the quality inspection status is automatically modified to "Confirmed" Audit processing time: After the time is exceeded, the original score is maintained, and the quality inspection status is automatically "confirmed" Send a reminder: Whether to send a reminder when the quality inspection task record needs to be confirmed, and whether to send a reminder when the quality inspection task record initiates an appeal Quality inspection and review authority: quality inspector, reviewer, data statistics authorityfunction illustrate Quality Select the employees who can quality check the intrinsic inspection task inspector Reviewer Select the employee who can review the quality inspection appeal Statistics Select the permissions for individual customer service reports, all permissions customer service reports, customer service group reports, and all customer service group reports. 3. After you set up an auto-sampling rule, administrators can view specific sampling records in Sampling Records, where they can manually sample conversations (sampling rules, filters). 4. After the sampling is complete, the QA can view the specific sampled dialogue in the [Task List] and score the specific dialogue. 5. The quality inspector clicks on the dialogue to enter the details of the dialogue and perform a quality inspection of the task function illustrate Information area Support for viewing the conversation history, conversation information, business records, and customer information of this conversation Score Supports viewing the stage of quality inspection in this dialog, scoring each scoring item, and commenting Changelog Supports viewing the change record of this dialog quality inspection 6.(If it is the appeal mode) The customer service receives the quality inspection confirmation notification, views its own records to be confirmed in the [Task List], and appeals or confirms the record results. When appealing, please fill in the reasons for the appeal. 7. (If it is appeal mode) The reviewer views the records to be reviewed in the Task List and reviews the records 8. The administrator can see the statistical report of the task in the [Monitoring Report - Quality Inspection - Dialogue Quality Inspection (New) - Specific Task - View Statistics] (here the statistics only include records with a status of [Completed], and other records with a status of [Completed] are not counted in the statistics). Support to view the overall report, sub-customer service / customer service group to view data statistics. Data statistics include: the score of each scoring item, the prohibited item statistics, the fatal item statistics, and so on. 3.5 Monitoring & Reporting 3.5.1 Function Overview ⚫ Feature Introduction For managers, it is very important to understand the work of customer service, grasp keyinformation, and analyze data indicators, and managers can understand the current situation of the business, analyze problems, and continuously optimize customer service work through monitoring and analysis. Udesk provides a range of monitoring and reporting to help managers get the job done efficiently 3.5.2 IM real-time monitoring 3. 5.2.1 Overall Monitoring ⚫ Feature overview In order to better grasp the overall status of customer service, understand business progress, customer service resources, etc.,Udesk provides IM monitoring functions to view some key indicators, such as the number of sessions, connection rate, queuing, customer service resources, etc., and provides two types of viewing permission ranges: view all and view the customer service group. Function description: Viewing and operation are controlled by permissions, see Permission control for details 1. Support to view today''s data indicators, today''s trends 2. Supports viewing employee conversation data metrics in queues 3. Supports modifying the maximum number of employee receptions and forcibly switching employee status (not supporting switching from offline to online). 1. Overall monitoring metric definition: index illustrate The number of The total number of customers currently queued for the platform current queues From 0 o''clock today to the current time, the platform queues up to give The number of queue up the number of customers (a customer gives up once in the morning, abandonments and gives up once in the afternoon is counted as twice). Today''s 0:00 to the current time Total queue duration / Total number of Average queue time queues The number of The total number of customers currently in the platform conversation current conversations The number of The number of all new conversations on the platform from 0:00 today conversations to the current time Number of conversations /(number of conversations + number of On rate queued abandonments). The number of valid The total number of conversations that generate benefits in the conversations dialogue Average response The average of the response times of all new conversations on the duration platform from 0 o''clock today to the current time Average first The average of the first response times of all new conversations on theresponse time platform from 0 o''clock today to the current time (excluding conversations without first response time). Average The average of the duration of all new and closed conversations on the conversation duration platform from 0:00 today to the current time Participation rate Number of customer reviews / number of conversations Very satisfied with the Today 0 o''clock to the current time the platform received the total number of reviews number of "very satisfied" reviews Very satisfied with the Very satisfied with the number of reviews / entries evaluation rate Number of Today 0 o''clock to the current time the platform received the total satisfaction ratings number of "satisfied" reviews Satisfaction rating Number of satisfactory reviews / number of entries rate Currently online Number of customer services currently online busy The number of customer service that is currently busy offline The number of customer services that are currently offline 2. Queue Customer Service Metric Definition index illustrate The queue is Queue The total number of customers queued by the current platform currently queued Queue the current The total number of conversation customers in the current queue conversation The number of idles remaining in the The number of idle servers remaining in the queue queue Guest current Total number of current customer service conversations conversation Accumulate The total number of conversations accumulated by customer service conversations from 0:00 today to the current time Continuous Today''s 0:00 to the current time guest serves the time of a continuous conversation time conversation Today''s 0:00 to the current time serves the average of the first response Average first times for all new conversations (excluding conversations with no first response time response time). Average response Today''s 0:00 to the current time serves the average of the response time times for all new conversations Average The average of the duration of the customer service conversation fromconversation 0 o''clock to the current time and the conversation that has been closed duration Satisfaction Sum of customer service satisfaction scores from 0:00 today / total average number of entries Last access to the Today''s 0:00 to the current time at the last time to create a new customer conversation time access time Guest service last Today''s 0:00 to the current time guest last sent the message message time The time of the customer''s last Today''s 0:00 to the current time the customer last sent the message message 3. 5.2.2 Queue Monitoring ⚫ Feature overview In order to better grasp the overall status of customer service in each queue, understand the business progress, customer service resources, etc.,Udesk provides column monitoring functions to view the key indicators of some queues, such as the number of sessions, connection rate, queue status, customer service resources, etc Function Description: View Permission Control, see Permission Control for details 3. 5.2.3 Conversation Monitoring ⚫ Feature overview In order to better grasp the overall situation of customer service, understand business progress, customer service resources, etc.,Udesk provides dialogue monitoring functions to monitor some key conversation information, such as sensitive words, response timeouts, conversation timeouts, satisfaction alerts. The monitoring and early warning conditions here are set by the enterprise independently, see IM monitoring settings for details ⚫ Description of the indicator index illustrate Today''s 0 o''clock to the current time sensitive word alarm trigger Sensitive words total number of times Today''s 0:00 to the current time customer service response timeout The response timed out total numberThe conversation timed Today''s 0:00 to the current time customer service has a out conversation The total number of timeouts The total number of customer satisfaction alerts from 0:00 today to Satisfaction alerts the current time 3.5.2. 4 Early warning push ⚫ Feature overview In order to process the early warning information in a more timely manner and improve the quality of enterprise services,Udesk provides an early warning push function, when the early warning indicator reaches the set value, it automatically sends a message to remind the relevant personnel, and timely processes the warning information. You can set up early warning notifications through Udesk system notifications, SMS, email, DingTalk group robots, enterprise WeChat group robots, and you can set the person receiving the notification and the content of the notification. ⚫ Operating instructions 1. Early warning indicators index illustrate Respond to a timeout Customer Service / Customer Service Group Response Timeout Alert alarm Customer service / customer service group sensitive word number Sensitive word alarm warning Dialog timeout alarm Customer service / customer service group conversation timeout alert Satisfaction alerts Customer service / customer service group satisfaction number alert The number of queue Customer service / customer service team queue up to give up the abandonments number of people early warning The number of Customer service / customer service group queue number warning people in line The length of time the Customer service work status time warning working status Number of people in Customer service group work status number alert working status 2. Silence time After the reminder, you can set the interval time not to send the alert push again, and the interval time can be set to hours/minutes. 3.5. 3 Access records ⚫ Feature IntroductionMany online marketing websites require detailed analysis and statistics of website visitors to facilitate refined management and use of traffic. Udesk provides a website visit record function, when a website visitor visits a website with a web IM plug-in, it will generate a visit record, recording the access trajectory, dwell time, landing page and other key information, which can be viewed on the [Access History] page. Function Description : When the same visitor leaves the plug-in scope and re-enters the visit, a new access record is generated. Visitors who haven''t had a conversation will only appear in their visit history and won''t appear in the Customer Center. Roles with IM-Access Records permission can use the feature ⚫ Scenarios ◆ View individual visitor visits ◆ Statistical analysis of website visitors ⚫ Access record field descriptions field example illustrate The time to enter the page when it was first Entry time 2006/12/2 12:00:00 accessed, down to the second Visitor name, if the customer has one in the visitor Beijing 34234 Customer Center, can be clicked, click to jump to Customer Center The IP of the customer when they visit the web IP address 119.57.115.195 page Ip location Beijing IP Attribution Visit the http://www.Udesk.cn/websit Go to the plugin scope and be the first page to landing page e/feature_call.html visit The time elapsed between the time of entry and residence time 00:00:00 the time of departure of visitors is accurate to the second Source network customers Enter the website before entering the website, using the refer information of the first page in the trajectory information, which is divided into the following source Baidu categories ◆ Direct access ◆ search engine ◆ XXX website https://www.baidu.com/s?w The address of the first page visited by the Source URL d=Udesk&rsv_spt=1&rsv visitor keyword Udesk Keywords entered by visitors in search engines Number of Number of visits to the site(1 in, 1 out, 2nd visit 2nd time visits on re-visit). Number of 10 The number of pages visited by visitors withinpages the scope of the plug-in accessed Number of The number of invitation sessions initiated by 10 invitations the customer service to the customer Number of The number of times a visitor clicked the 10 active sessions Session button to successfully initiate a session The number of times a Number of sessions A session can be initiated 10 conversation in a number of ways was accessed message Yes This access record has no related messages Each item shows achieved or failed according to Customer Reached the administrator settings, specifying: Customer goals Objectives operating windows 10 Device operating system system browser Chrome The browser used when accessing resolution 1860X720 Device resolution 3.5. 4 Access the report 3.5. 4.1 Overall Report ⚫ Features at a glance In order to facilitate administrators to keep abreast of business progress and provide data support and guidance for the company''s operational status,Udesk provides access to reports to view data such as the number of questions, visitor conversion rates, consultation volumes, effective inquiries, and participation rates at different times ⚫ Description of the indicator index illustrate Traffic Total number of customer visits during the selected time PV (Page Views). The total number of pages viewed during the selected time The number of visitors who have no direct jumps / total number of Bounce rate visitors within the selected time The average length of Total visitor stay / total number of visitors during the checked time stay of the visit Within the selected time, the number of customers converted into Visitor conversion rate customers / the number of visitors Number of visitors at a The total number of customers who visited the page for the first time time during the selected timeTotal number of customers who visited the page for the first time / Once visitor rate Total number of customers who visited the page in the selected time The total number of customers who visited the page during the Number of visitors selected time The number of new conversations for customers to consult during Volume of inquiries the selected time Number of customer inquiries / number of customer visits within the Consultation rate selected time Proactive consultation The total number of proactive customer inquiries during the selected volume time Effective consultation The amount of business information that the customer can collect volume from the customer during the selected time Effective consultation Number of active inquiries / total number of inquiries for customers rate within the selected time Total number of Total number of messages sent by customers during the selected messages time The amount of The total number of customer messages during the selected time messages Participation Number of participating evaluations in all consultations / Total consultation rate number of consultations during the selected time Very satisfied with the The total number of "very satisfied" inquiries in all customer consultation reviews during the selected time The total number of "satisfied" inquiries in all customer reviews Satisfaction Consulting during the selected time The total number of "general" inquiries in all customer reviews General consultation during the selected time Not satisfied with the The total number of "dissatisfied" inquiries in all customer consultation reviews during the selected time Very unsatisfied with the The total number of inquiries in all customer reviews in the selected consultation time is "very dissatisfied" 3.5. 4.2 Custom reports ⚫ Features at a glance In order to facilitate administrators to keep abreast of business progress and provide data support and guidance for the company''s operating conditions,Udesk support allows administrators to customize the design of access reports to view the number of visits at different times and under different conditions. For example, create a custom access report to view the number of visits from different regions in the last 7 days of ---, and based on the data, you can guide the enterprise to make strategic adjustments in the geographical layout. Another example is to create a table --- the number of visits to the conversation in the last 7 days, you can see the number of visits that users have initiated when they visit your business website,and adjust the operational strategy to increase the user''s conversation rate according to the changes. Function Description : Currently, custom access reports can only be used to count web page visit data To use this function, you need to assign permissions from the administrator, see Permission Management Module ⚫ Operating instructions Create a new report, go to the Monitoring & Reports -IM- Access Report page, click "New Report",and fill in the "Name" With Description, select Statistics Period, Report Type To maintain the data, click OK. Statistical periods Time type illustrate Data relative to today''s XX days is automatically displayed each Relative to today time you view a report Fixed each time you view a report Displays data for a set time Fixed time period period The report type The report type illustrate The number of new visits per day that matched the filter during the Daily Report (Line Chart) specified time period 3.5. 5 Conversation recording 3.5. 5.1 Conversation Recording ⚫ Feature Introduction Customer service to the customer in the process of providing services, will generate a series of information such as conversation records, business records, etc.,Udesk saves this information and provides "conversation record" function, view the conversation record can see the content of the conversation, business records and customer details, etc., basically able "Scenario Recurrence". ⚫ Operating instructions 1. Administrators can customize the conversation filter criteria and set conditions on the conversation information, business records, and so on. 2. Administrators can customize the content displayed in the conversation history list. 3. To view details, click on the conversation history in the list to view the conversation content, access information, associated conversation generated when transferring/third parties,satisfaction results, alarm items, business records, and generated work orders. Note: The alarm items here are set by the enterprise itself, see IM monitoring settings for details 4. Click "Export" to export the conversation history according to the current filter criteria, you can choose whether to include "Conversation Content", and the export record can be viewed in the "Download Center" ⚫ Filter item description Filter criteria illustrate Time Dialog creation time (accurate to the second). Customer Customer client client channel channel Business record The business record template applied to the conversation templates Satisfaction - Problem Satisfaction - Whether the survey option has been resolved Solving Satisfaction - Service Satisfaction - Service Rating Option Reviews Conversation content search Content / Conversation Dialog id search ID/ Conversation Group Conversation group id search (transferred, three-party ID when the resulting dialog is a conversation group). The number of customer The number of customer messages in the conversation messages Number of guest The number of guest messages in the conversation messages First response time The length of the conversation''s first response Queue queues Queues for customers entering the line Queue length The length of the customer queue duration The conversation lasts for a long time source source Source URL URL Search for keywords Search for keywords Customize the channel Custom Channel Identity Visit the landing page Visit the landing page Conversation initiation Conversation initiation page page IP address IP address Ip location IP location Number of Number of conversations of the day (the first conversation conversations for the of the day)day Number of customer The number of customer service requests service invitations Number of tickets The number of tickets generated by the dialog Finally the sender of the Finally the sender of the message message The initiator of the Customer service, customer, system conversation How the conversation Customer service shutdown, system shutdown, transfer ends Guest invitations Customer service invitation, system invitation, empty Polite emotions Happy, grateful, neutral, complaining, angry Customer sentiment Happy, grateful, neutral, complaining, angry No alarms, conversation timeouts, response timeouts, Alarm items satisfaction alarms, sensitive words How the conversation Incoming line, queuing, message, transfer, tripartite, begins invitation, history, customer center, return visit, other Share status Sharing, Unshared, Sharing Expired Average response The conversation has an average response duration duration topic Business record subject Whether the dialog was generated when the bot Robots turn to humans transitioned to human The number of bot The number of bot messages in the bot conversation messages associated with the human conversation The number of bot The number of customer messages in the bot conversation customer messages associated with the human conversation The human conversation is associated with the bot Robot side customer ID conversation corresponding to Customer ID The conversation ID of the bot conversation associated Bot Session ID with the human conversation The robot name - scene corresponding to the bot Robot Name - Scene conversation associated with the human conversation Radio Business Record Field A business record Multi-select the business record field selection field Cascaded Business Record Field 3.5.5.2 Conversation sharing ⚫ Feature Introduction When a conversation record involves more information, customer service or administrators need to share the conversation record with the external environment contact to view, you canopen sharing, generate a link to share the conversation record, and share it with other colleagues. When the information is confirmed, you can turn off sharing, and the previous sharing link will automatically expire. To maintain information security, this feature is controlled by permissions. If you need to share, you need to enable the [Monitoring Report Permissions - IM - Conversation Record Sharing] permission for the corresponding role, which is turned off by default. This conversation sharing link is valid for 15 days and expires automatically. Administrators can manually turn off sharing, and the link will not work when it is closed. Administrators can add the Sharing Status column field to the [Monitoring Report - Conversation History] list column field, or filter the sharing status to grasp the sharing status of the conversation record in real time. ⚫ Operational flow 1. The administrator clicks the conversation record details and clicks the share button in the upper right corner 2. Turn on the share switch and copy the automatically generated conversation record link. 3. When the customer service is talking in the IM workbench and wants to share the current conversation record, you canfind the current conversation in the[IM Workbench Auxiliary Information Area - Contact History], click To view the details of the conversation, and then start sharing. The sharing process is the same as above. 3.5. 5.3 Queuing for Abandonment ⚫ Feature Introduction In the process of providing services to customers, some customers gave up queuing when queuing, and no conversation records were generated. Udesk stores this information as a complement to the "conversation record" and provides a basis for further analysis of visitor behavior. ⚫ Scenarios ◆ When analyzing visitor behavior ◆ When optimizing access policies ◆ When you want to get specific information about the abandonment queue ⚫ Operating instructions 1. Review the Queue Abandonment details, including customers, queues, start times, queue duration, and channels 2. You can filter by entry time, queue queue, and queue length 3. You can export your records and view them in the Download Center3.5. 5.4 Message History ⚫ Feature Introduction Udesk provides customer conversation message record query function. Administrators can see all conversation message records here. To see this page, you need to turn on the Conversation Message IM Workbench and Conversation History Display function. If the conversation message generates a conversation, the administrator can click the corresponding entry to view the details of the conversation record. Field Description: field illustrate client Customer nickname Message time Generate conversation message time channel The conversation message channel Plugins The dialog message is generated when the plug-in of the customer feeds in Message queue The queue in which the conversation message was generated Process queues The queue in which the conversation message was processed The number of The number of messages contained in the conversation message messages state Processed (generating a conversation or calling it processed at theIM workbench), not processed Whether to generate Whether the conversation message generates a conversation a conversation Dialogue ID Conversation Message Generates Conversation ID for Conversation 3.5. 6 Dialog reports Display the statistics of all conversations in the conversation report, provide overall reports, queue reports, customer service group reports, customer service reports, public opinion analysis, order reports, custom reports, etc 3.5. 6.1 Overall Report ⚫ Feature Introduction Administrators can view and analyze the total number of conversations, queues, active conversations, total messages, average first response time, average satisfaction score, entry rate, session duration, channel percentage, source percentage, region percentage, and so on through the overall report⚫ Operating instructions 1. Overall report An overall report is a report that counts all conversations, providing viewing, subscribing, and exporting report data. 3.5. 6.2 Customer Service Report A customer service report is the data of a customer service in a specified type of report in a specified period of time, such as the data of a customer service in the last week. Customer service reports are divided into attendance, workload, work quality, satisfaction labels, and performance reports. report illustrate Attendance Attendance-related indicators such as customer service login time and duration of each status workload Total conversation volume, number of customers received, number of messages, length of conversation, order volume, sales volume and other workload-related indicators Quality of work Response time, response rate, Q&A ratio, resolution rate, satisfaction and other work quality related indicators Satisfaction tags Count the number of individual satisfaction tags in the satisfaction ratings received by the customer Performance According to the performance setting, the customer service reports performance is calculated. 3.5. 6.3 Queue Reports Queue reportsview a report of the overall data for a queue. Includes queues, workload, quality of work, satisfaction labels. That is, the data of the customer service of each queue is viewed in the queue dimension and statistically analyzed. report illustrate Queuing situation Queuing indicators such as the number of queue abandonments, the number of access queues, the length of queue abandonment, and the access rate 3.5. 6.4 Customer Service Group Reports The Customer Service Group report is a customer service group Data in a specified type of report over a specified period of time, such as a customer service group in the most recentweek. Customer Service Group Reports are divided into workload, work quality, and satisfaction labels. report illustrate workload Total conversation volume, number of customers received, number of messages, length of conversation, order volume, sales volume and other workload-related indicators Quality of work Response time, response rate, Q&A ratio, resolution rate, satisfaction and other work quality related indicators Satisfaction tags Count the number of satisfaction tags in the satisfaction ratings received by the customer service team 3.5. 6.5 Public Opinion Analysis The public opinion analysis report counts keywords and sensitive words and displays them according to the frequency of occurrence, monitoring and counting the overall sentiment. 3.5. 6.6 Order Report The order report counts the order situation after the dialogue, including sales, sales volume, number of orders, order volume, conversation volume, and conversation number, and more intuitively analyzes the conversion rate, and can see the dynamic trend of each data. 3.5. 6.7 Custom Reports ⚫ Feature Introduction Each conversation is composed of a lot of information, and the conversation business record also supports customization, because the default conversation report is difficult to directly meet various needs, and the required data statistics can be customized through the custom conversation report provided by Udesk. Custom reports only support counting the number of conversations that match the criteria. Other data do not support custom statistics at this time. ⚫ Scenarios ◆ Common custom daily report applications Statistics on the number of new conversations added daily from different channels Statistics on the number of new conversations added daily for different business types ◆ Common custom classification report applications Count of conversations from different search keyword sources in a month Statistics on the number of conversations between sources in different IP locations in a month Statistics on the number of conversations of different business types in one month⚫ Operating instructions 1. Go to the Monitoring & Reporting -IM-Dialog Reports page and select Custom Reports 2. Click New Report, fill in the name, description, and select the statistical period, report type, data system, etc ⚫ Additional notes 1. Statistical time period Time type illustrate Data relative to today''s XX days is automatically displayed Relative to today each time you view a report Fixed each time you view a report Displays data for a set Fixed time period time period 2. Report Type The report type illustrate The number of conversations that meet the filter criteria in each day of the Daily report new conversation during the specified time period Categorize The number of eligible criteria in all new conversations that meet the filter reports criteria during the specified time period 3. On-call filters Filter criteria illustrate Customer Customer The number of customer The number of customer messages in the conversation messages Number of guest messages The number of guest messages in the conversation First response time The length of the conversation''s first response duration The conversation lasts for a long time channel channel source source Search for keywords Keywords in the conversation Customize the channel Customize the channelThe customer visits the landing page and enters the Visit the landing page domain name of the website (https:// or http://is prohibited). Enter the domain name of the website (https:// or The conversation opens http://is prohibited). Ip location Geographic combination 3.5.7 Business Records When customer service receives customers, all the key business information recorded will be displayed in the [Monitoring Report - Business Record], which supports filtering, exporting, and customizing the display columns. Supports filtering business records based on business record generation time, customer service, customer, business record subject, business record field, etc. Click to view the conversation details corresponding to the business record. 3.6 Multilingual ⚫ Feature Introduction For companies with overseas consulting scenarios, it is necessary to present information in different languages to customers in different languages. Udesk provides comprehensive multilingual capabilities to support this need. In general, UDESK multilingualism is divided into two parts, system multilingualism and guest multilingualism. The system is multilingual through [Admin Center - Account Settings - Language Preferences] to set the default language of the enterprise global. Customer Personal You can change the personal system language in [Personal Settings]. Currently, only Chinese and English are supported in the system language. There are many languages supported for guest multi-language, mainly used in web plug- ins (set the language of web plug-ins by passing language codes). There are two types of guest multilinguals: dynamic multilingualism and system default multilingualism. Dynamic multi-language is mainly a variety of self-configurable prompts. Because this is the enterprise self-configured, Udesk can not assist in translation, so the enterprise needs to download the multilingual template (management center - account settings - multi-language support), in the multi-language template to translate the content independently, and then upload the filled out multilingual template, each language code corresponds to a template. When the channel and customer involve multiple languages, the Udesk automatically uses the corresponding translation content in the corresponding language code template to send it. The system defaults to multiple languages such as some default prompts, which do not require enterprises to translate independently, Udesk will automatically display the corresponding content in different languages according to the customer language code andthe channel language code. 3.7 Customer Objectives Feature overview When the customer service provides services, when there is a clear goal, it can better promote the customer service to complete the task,Udesk customer goal function allows the administrator to set a certain goal, and can view the achievement of the goal in the [access record]. To see the effect: Scenarios Customer service has clear tasks, such as obtaining mobile phone numbers and email addresses Need to count the job performance of customer service Operating instructions 1. Go to the [Management Center - Management - Customer Objectives] page, click "+ New Customer Objective" 2. Fill in the Name and Description 3. Add the target criteria and click "Confirm" All of the following conditions are met: When all of the newly added conditions are met, they are marked as Achieved Any of the following conditions are true: One of the conditions is met and marked as Achieved 3.8 Geographical combination Feature overview Different enterprises may be divided according to the different business of their own business,Udesk provides geographic combination function to meet the needs of enterprise regional division, the smallest unit to the city, administrators can customize the geographical combination, and the combination is applied in IM conversation routing and call center intelligent routing. Scenarios IM conversation routing Operating instructions 1. Enter the [Management Center - Management - Geographical Combination] page 2. Click "+" to create a new combination, fill in "Name", "Remarks", and select a city 3. Click "Confirm" to save the settings3.9 Custom Fields Feature overview Custom fields are functional modules that provide support for business records and work order templates, and can be used in Business Records and Work Order Templates after you add "Fields" to [Custom Fields]. In order to meet the diverse business ofenterprises, Udesk provides a wealth of field types. Scenarios Business Records - IM Business Records Operating instructions 1. Click Admin Center - Manage - Custom Fields, and click +to add a new field 2. Select the field type and click Add 3. Fill in the "Field Name", "Field Description", select "Customer Permissions", click "Save" to see the added field on the list page. 3.10 Customer field Feature overview Customer fields are fields that are applied to customers. Enterprises can add their own customer information fields that they want to display. Operating instructions 1. Click the Admin Center - Manage - Customers field, click +to add a new field 2. Select the field type and click Add 3. Fill in the Field Name, Field Description, Help Tips, Select Customer Permissions, Masking Mode, Number of Digits, Location settings, and click Save, and you''ll see the added field on the list page. 4. Set the field whether the IM workbench is displayed. If display is turned on,this field is displayed in the IM Workbench Auxiliary Information Area - Customer Information. Additional notes 1. Customer field masking When the customer information is sensitive and you do not want the customer service to view it directly, you can set the desensitization function. System Fields - Customer name, mailbox support settings desensitization, Customer custom fields Single-line text type fields support settings desensitization. If you want the system field - phone front end to display desensitization, you can control the role permissions ([Business Function Permissions - Customer Center - View Customer Contact Information]). Desensitization mode illustrate No desensitization This field is not desensitized in the system You can set the number of digits of the masking and the Partial desensitization location where the masking beginsFull desensitization The value of the field is fully desensitized 3.11 Company field Feature overview A company field is a field that is applied to a company. Enterprises can add the company information fields they want to display on their own. Operating instructions 1. Click the Admin Center - Manage - Company field, and click +to add a new field 2. Select the field type and click Add 3. Fill in the "Field Name", "Field Description", set "Customer Service Permissions" Click "Save" to see the added fields on the list page. 4. Sets the field whether the IM workbench is displayed. If display is turned on,this field will be displayed in the IM Workbench Auxiliary Information Area - Company Information. 3.12 Set working hours Feature overview When the company customer service is not 24 hours service, there needs to be a distinction between the service and workflow of working hours and non-working hours,Udesk administrators can create working hours and set different working hours for each channel. Scenarios Non-24 hour customer service The service is not available on holidays Operating instructions 1. Go to the [Admin Center - Management - Working Hours] page and click "+ New Working Hours" 2. Fill in the "Name", "Description", and set the weekly working hours 3. Set up holidays and holidays to make up classes, fill in the "Name", set the "Date", you can add multiple holidays and make-up information. 4. Click the [Import Legal Holidays/Import Statutory Make-up Shifts] button to import the most recent statutory holidays with one click 5. Click "Save" 3.13 Business Record Template Feature overview When customer service receives customers, it often produces some key information, or structured information,Udesk provides business records to record this information. Support for custom business record templates and replacement business record templates. Scenarios It is applied to customer service to organize and record the content of IM conversations Operating instructionsGo to The Admin Center - Management - Business Record Templates to view the current template information (template name, template description, usage queue) Click "+" to add the IM Business Record Template 3. Enter the template name, template description, usage queue, and transfer ticket template. Use queue: The queue uses this business record template by default. Other queues can also use this template, but other queues need to manually switch the business record template. Transfer ticket template: This ticket template is applied when a work order is generated using a dialog that uses the business record template. 3.14 IM Monitoring Settings Feature Introduction In the Management Center - Rules -IM Monitoring Settings, enterprises can customize therules ofIM monitoring, and additionally set monitoring conditions for emotions, sensitive words, response time, conversation duration, etc. When the dialogue triggers the alarm condition here, the monitoring alarm can be seen in the IM bench - colleagues, monitoring reports -IM monitoring, etc. There will also be a corresponding alarm item record in the conversation record. 3.14.1 Mood monitoring Feature overview 1. Open the emotion monitoring item in the [Management Center - Rules - IM Monitoring Settings] to support customer sentiment and customer service emotion value monitoring, emotion value can be simplified to understand according to the appearance of emotional words in the conversation (such as garbage, no, too bad, etc.). 2. Support setting reminders based on negative customer sentiments or customer service negative emotions in IM desk colleague conversations 3.14.2 Sensitive words Feature overview Customer service sensitive words: After turning on, when the guest message contains sensitive words, it can be sent normally, which will trigger the sensitive word alarm; Customer sensitive words: When enabled, when the customer message contains sensitive words, it can be sent normally, which will trigger the sensitive word alarm.3.14.3 Responding to Alarms Feature overview After opening, the customer sends a message, the customer service does not reply within the set time, and the system alarms 3.14.4 Dialog timed out Feature overview When turned on, the conversation duration exceeds the setting, and the system alarms 3.14.5 Satisfaction Feature overview After opening, if the satisfaction is selected, the system alarms 3.15 Global Monitor Strip Feature Introduction When the administrator or customer service team leader needs to handle multiple tasks at the same time, when switching back and forth between the various pages ofthe Udesk, the Udesk provides a global monitoring bar function, so that the administrator or employee can monitor some key indicators in real time in different pages. In The Management Center - Rules - Global Monitor Bar, the supermanated account can be configured for this option. Operational flow 1. Superman sets this feature on or off in [Admin Center - Rules - Global Monitor Bars], Manage / Create New Global Monitor Bars 2. The superman can set the name of the global monitoring bar, the viewing permission of the global monitoring bar, and the monitoring indicators. In order to better classify the indicators, it is supported to set multiple indicator groups on the same monitoring bar, and set different names for each indicator group. Metrics support setting the metric name, the object of monitoring (global or a customer service group), and setting the metric data. 3. When the global monitoring bar function is enabled, the monitoring bar and monitoring bar control icon will appear on the customer service page with the monitoring bar viewing permission. Customer service can control the display and hiding of the monitoring bar and switch between different monitoring bars.3.16 Field Push Feature Introduction In the Admin Center - Manage - Field Push, you can set up field push. Achievable: When an instant messaging customer enters the line, according to the set such as the customer name, the query is made in the third-party system, and the query result is written back to the customer information of the Udesk customer service system. Operational flow 1. In the Management Center - Management - Field Push, you can view the field push rules that are currently set. 2. Click Add New to add a field push rule 3. Select the target object, trigger condition, and push field. 4. Set push API: Fill in the URL, currently only support https protocol links. KEY is used for authentication. For details, see: Field Push Developer Documentation 3.17 Auxiliary Components Feature Introduction The Udesk customer service system supports the configuration of auxiliary components, calling iframe pages, and displaying information within orders, logistics, or third-party systems. If you need to display the secondary components at the IM workbench, you can configure the customer accessibility components in The Admin Center - Management - Accessibility Components. The page will be displayed in the IM Workbench - Auxiliary Information Area. When the customer service clicks on this page,theUdesk automatically transmits the information associated with the conversation to the auxiliary components. See the Accessibility Help documentation for details. function illustrate Embed the link Secondary component links Parameter name Parameter name when passing arguments Parameter fields The parameter corresponds to a field within the Udesk system Apply page The page to which the secondary component applies Seat permissions View permissions for the secondary component IM workbench access information, When enabled, the above information of the customer information, business conversation is pushed to the auxiliary component in record push the form of postmessage.4 Related Links 4.1 Link to help center http://Udesk.Udesk.cn/hc 4.2 Link to the official website http://www.Udesk.cn 4.3 Link to Developer Center https://www.Udesk.cn/doc/">