Omnichannel

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/Udesk Next Generation Enterprise Intelligent Customer Service System Call Center Operator''s Manual Version: V21 Date: 2021.2. 18Udesk Call Center Operator''s Manual Version information numbering version The revision The reviser Reviewer 1 V1.000 Create a new document Yu Dongchen 2017.08.14 Enrich the introduction to 2 V1.001 Yu Dongchen 2017.08.16 intelligent routing Add new feature updates, including call center and SMS channel billing 3 V1.002 information management, Yu Dongchen 2017.09.04 external advanced call capabilities, screen to see customer ratings, and more Add customer field settings, intelligent routing queue policy settings, customer queuing-related settings, 4 V1.003 and the smart routing Yu Dongchen 2017.09.13 "notification after processing IVR entry into customer service group" node adds queuing-related features Increase the intelligent routing speech recognition function, message node and 5 V1.004 satisfaction survey node Yu Dongchen 2017.10.09 split changes, call in three parties, transfer support external contacts Added SMS record viewing, 6 V1.005 web page hanging up, Shun Yu Dongchen 2017.10.18 Zhen function Update call center interface 7 V1.006 Tian Mei 2018.07.27 pictures and features Update real-time monitoring, call tasks, call center 8 V1.007 Wang Lanxu 2019.11.25 settings, call reports, call logs and more Zhou 9 V20.03 Create a new document Xiao Chen Yanfei Send SMS updates SMS records are updated Cheng 10 V20.05 Hu Xinyi Other settings are updated Likun The administrator creates - 1 -Udesk Call Center Operator''s Manual an external call task update Call recording permissions 11 V20.06 Lei Peng Trigaheng are optimized Call center version of Peng 12 V21 Lee Tan Peng - 2 -Udesk Call Center Operator''s Manual Contents 1. Customer service function ............................................................................................................. - 5 - 1.1. Preparations ............................................................................................................................... - 5 - 1.1.1. Sign in to the system ........................................................................................... - 5 - 1.1.2. Introduction to the home page ......................................................................... - 5 - 1.1.3. Personal settings ................................................................................................... - 5 - 1.2. Call center interface features..................................................................................... - 5 - 1.2.1. Call center interface overview .......................................................................... - 5 - 1.2.2. The underlying ribbon .......................................................................................... - 6 - 1.2.3. The outer call operator area ............................................................................. - 7 - 1.2.4. knowledge base ..................................................................................................... - 7 - 1.2.5. The call center workbench ................................................................................ - 7 - 1.3. Call center call feature .................................................................................................. - 8 - 1.3.1. Customer service status check ....................................................................... - 8 - 1.3.2. The customer calls in ........................................................................................... - 8 - 1.3.3. Customer service calls ...................................................................................... - 11 - 1.3.4. Sms ........................................................................................................................... - 11 - 1.3.5. Call monitoring ..................................................................................................... - 12 - 1.4. Call center workbench features .............................................................................. - 13 - 1.4.1. Bounce screen ..................................................................................................... - 14 - 1.4.2. Real-time monitoring .......................................................................................... - 15 - 1.4.3. Call logs................................................................................................................... - 15 - 1.4.4. Missed call ............................................................................................................. - 16 - 1.4.5. Exhalation tasks ................................................................................................... - 16 - 1.4.6. Business records ................................................................................................. - 16 - 1.4.7. Return visit plan ................................................................................................... - 17 - 2. Administrator features ..................................................................................................................... - 1 - 2.1. System settings ............................................................................................................... - 1 - 2.1.1. IP phone configuration ........................................................................................ - 1 - 2.1.2. Smart routing ........................................................................................................... - 2 - 2.1.3. The voice list ........................................................................................................... - 5 - 2.1.4. Billing information .................................................................................................. - 6 - 2.1.5. Number management .......................................................................................... - 6 - 2.1.6. Field management ................................................................................................ - 7 - 2.1.7. Business record template .................................................................................. - 8 - 2.1.8. SMS management ................................................................................................ - 8 - 2.1.9. Public knowledge base maintenance ......................................................... - 10 - 2.1.10. Other rules, etc .................................................................................................... - 10 - 2.2. Exhalation tasks ............................................................................................................ - 14 - 2.2.1. The administrator creates an outbound task ........................................... - 14 - 2.2.2. Assign customers ................................................................................................ - 14 - 2.2.3. External call task Details .................................................................................. - 14 - - 3 -Udesk Call Center Operator''s Manual 2.2.4. Call quality inspection ........................................................................................ - 15 - 2.3. Call monitoring ............................................................................................................... - 16 - 2.4. Quality inspection function ........................................................................................ - 16 - 2.4.1. Call quality inspection ........................................................................................ - 16 - 2.4.2. The case group .................................................................................................... - 17 - 2.5. Report functionality ...................................................................................................... - 17 - 2.5.1. Call logs................................................................................................................... - 17 - 2.5.2. The case group .................................................................................................... - 17 - 2.5.3. Call report ............................................................................................................... - 18 - 2.6. Overview of the customer center interface ........................................................ - 21 - 2.7. Customer, company creation ................................................................................... - 21 - 2.8. Customer details ........................................................................................................... - 21 - 2.9. Customer filters, company filters ............................................................................ - 22 - 3. Developer documentation ............................................................................................................. - 1 - 3.1. Call center docking guide with other systems .................................................... - 1 - 4. RELATED LINKS ......................................................................................................................................3 - 4 -Udesk Call Center Operator''s Manual 1. Customer service function 1.1. Preparations 1.1.1. Sign in to the system Features: Once the Udesk administrator creates a call center customer service account and assigns permissions, customer service can use the account to log in to the Udesk system and use call center-related features. Use scenario: Call center customer service requires to log on to the system. 1.1.2. Introduction to the home page Features: The home page is the first page that customer service sees when it logs into the Udesk system, including announcement information, task statistics, ticket status and other information display window, as well as some general function buttons. Use scenario: Customer service enters the Udesk system and needs to review some announcements, task information, or use the page''s generic features. 1.1.3. Personal settings Features: Customer service can set up personal data, login password, message settings, etc. Use scenario: Customer service needs to improve personal data, change login password, change message settings. 1.2. Call center interface features 1.2.1. Call center interface overview Features: The call center interface is the main working interface of the customer service seat, where the customer service staff can set their work status, answer the phone, use the knowledge base assistance, record important information, view related records, create tickets, etc. - 5 -Udesk Call Center Operator''s Manual Use scenario: The main work interface for customer service seats, where daily phone tasks are completed. 1.2.2. The underlying ribbon Features: Customer service in the basic functional area can set their own call device, call status, incoming and outgoing finishing time, etc. , but also to their own external echo number to set. Use scenario: 1. Customer service seats check the status of their devices, call status, and more before starting work. 2. When the customer service wants to modify the finishing time on its own, it can set the inbound and outgoing finishing time on its own. 3. When customer service wants to replace your calling device, you can change the settings of your call device yourself. 4. If customer service is temporarily unable to answer the phone due to other matters, it may change the customer service status to the status of other customers that cannot be assigned. 5. When the customer service needs to adjust the external call display number, you can choose to set the default any relay number, you can also choose the number pool number. Additional notes: 1. Customer service can modify their own status, the status will affect whether customer service can answer, call out. 2. Customer service status can be monitored and modified by the administrator. 3. Status note: The status illustrate name free time People in the station, waiting to answer the phone, can also call out. busy People are in the station, but busy with other things, temporarily unable to answer the phone, but can call out. Little Hugh People are not in the station, but have not left the company, such as going to the toilet or temporary rest, a short time will resume work, belong to the temporary can not answer the phone, but can call out. offline The man has left the company after work. Ringing Indicates that a phone is coming in and ringing. On the Indicates that the customer service is making a call. phone in the After the incoming answer is complete, organize the information, - 6 -Udesk Call Center Operator''s Manual finishing during which time the phone is not connected. Added: Privileged customer service can be used for external echo number settings. 1.2.3. The outer call operator area Features: Customer service needs to call out, you can dial in the external operation area, or send a text message to the designated customer here. Use scenario: 1. When customer service personnel visit the customer or have other tasks that require a call. 2. When customer service personnel need to send a text message to a customer. Added: SMS template editor please check SMS template management. 1.2.4. knowledge base Features: When customer service is talking to customers, it can use the knowledge base as an aid to view common phrases, problem bases, common links, and more maintained in the public or personal knowledge base. Use scenario: Customer service to communicate with customers, the need to use the word tips, as well as related issues when inquiries. Added: Personal Knowledge Base Customer Service can be maintained on its own, public knowledge base can only be maintained with the appropriate permissions, please check the public knowledge base maintenance. 1.2.5. The call center workbench Features: The call center workbench is an important area for customer service to query and maintain recorded information and perform related operations, including: 1. Screen: the main operating interface during customer service calls, automatically pop up during calls, used to record customer information, business records, return visit plans, ticket information, create tickets and so on. 2. Real-time monitoring: privileged customer service personnel, such as customer service team leader, can be in the group or other customer service seats in the queue real- time monitoring, to understand the customer service work status, view today''s work statistics, customer service call monitoring, strong plug, interception, secret language and other operations. 3. Call log: Customer service can view all answers, call information, business records, voice, etc. on the call log page, and support the export of call history. - 7 -Udesk Call Center Operator''s Manual 4. Business Records: Customer Service can view and edit business records recorded during all calls on the Business Records page and support the export of business records. 5. Missed Calls : Convenient for customer service to view and export all missed call information. 6. Call Tasks: Customer Service in Call Tasks interface view all external call tasks assigned to you Plan, including plan details and task statistics. 7. Return Visit Plan: After customer service has created the return visit plan in the call screen, it can view the return visit plan on the return plan page and make edits and modifications. 8. Recent Screen: Click to view the pop-up record of the most recent call, customer service can empty the list of recent screen. Use scenario: The main area of customer service daily work, used to query, maintain record information, perform related operations and so on. Added: Specific call center workbench module function introduction Please check the call center workbench function. 1.3. Call center call feature 1.3.1. Customer service status check Features: Customer service before making a formal call, you need to confirm that you have selected the correct call equipment, in the correct customer service state, to understand their own call center group, etc. Once you''ve checked these statuses, you''re ready to go. Added: Customer service can view the groups of their call centers in real-time monitoring. Use scenario: Customer service personnel ensure that their equipment and status are correct before starting work. How to do it: Call device settings, customer service status settings, etc. Please review the instructions in the Call Center Basic Ribbon section. 1.3.2. The customer calls in 1.3.2.1. The underlying operation Features: In the Udesk system, the complete customer incoming process is as follows: Select a queue → queue → assign customer service → answer →→ call → - 8 -Udesk Call Center Operator''s Manual satisfaction survey → the customer service rings → answer the call. After customer service answer, the screen page automatically appears to help customer service record customer, business information, while customer service in the call process, but also can use call transfer, consultation, tripartite calls and other advanced operations. Use scenario: Customer incoming calls, customer service, after the general basic operation. Additional notes: 1. When the customer service uses the hold function, the customer will not hear the sound of the seat, can only hear the music to keep; 2. Customer service can be transferred again after the transfer of the call; 3. The customer service that initiates the consultation may take the initiative to end the consultation; 4. When a three-way call is made, the previous two-person call will be resumed when the invited customer service hangs up; 5. After the call can be carried out satisfaction evaluation, customer service can enter the finishing state to organize the record information, customer service in the finishing state will not be connected to the call. 1.3.2.2. Call transfer Features: When customer service needs to transfer customer calls to other customer service, call queues, click the "Transfer" button to transfer calls to the destination. Incoming transfer supports transfer of an outside line, i.e. to a contact outside the system. Use scenario: Customer Service needs to transfer customer calls to other customer service. Added: Customer Service can continue to transfer calls to other customer services after receiving the transferred call. 1.3.2.3. Three-way call Features: Customer Service may invite another customer service to join the call and become a three-way call between two customer service customers. Three-way call supports the selection of external contacts. Use scenario: Customer Service requires another customer service to join when talking to the customer. Added: "No more customer service can be invited during a three-way call." Invited Customer Service Hangs Up and resumes the original call without impact; - 9 -Udesk Call Center Operator''s Manual 1.3.2.4. Ask for a call Features: When customer service I need to make a consultation call to other customer service, you can use the consultation function to talk to the customer service of the consulting target, at which time the customer is in a waiting state. Use scenario: Customer Service needs to make a consulting call to another customer service or outside party. Added: The customer service initiating the consultation can take the initiative to end the consultation, resume the call with the customer, or the customer service can be consulted to hang up to end the consultation call. 1.3.2.5. Continuous advanced calls Features: Consulting, tripartite, transfer support for multiple consecutive operations. Use scenario: 1. Consult before transferring, and inform the customer through consultation before transfer. 2. The person receiving the transfer can still consult again or other three-way customer service and transfer the call to another customer service after consultation. 3. Multiple flow support for complex or multiple business issues in multiple team groups. 1.3.2.6. The call remains Features: Call center call bar call hold function, customer service click "hold", customers can only listen to keep music, can not hear customer service sound, customer service click "restore" will return to normal calls. Use scenario: Problems in customer service communication require internal discussion or inquiry 1.3.2.7. Call to IVR Features: During a call, the seat can transfer the call to a configured IVR process by clicking the "Transfer IVR" button. Seats can be transferred to IVR in two ways: by holding the seat call and hanging up the seat call. - 10 -Udesk Call Center Operator''s Manual Seat call hold: that is, the customer can continue to talk to the seat after the IVR process is over. Seat call hang-up: That is, after the current seat call hangs up, the customer will go directly into the IVR process. Use scenario: Customer service communication process needs to collect customer input information, similar to the need for customer input verification code, or customer service to end the conversation requires customer participation in satisfaction survey. 1.3.3. Customer service calls Features: When there is a customer return visit plan, or need to call out of the electricity, customer service can use the external call function to actively dial the customer number to make a call call. The process for Udesk''s calls is as follows: Customer service initiated → to connect to customer service→ ring→ customer service answer → to connect to the customer→ ring→ customer answer → call → call hang up. When customer service initiates an outbound call, the screen screen will also appear to help users record customer and business information. Use scenario: Customer service to visit customers or to carry out e-marketing tasks, when the need to call outside. Added: External call support call transfer, tripartite calls, operation mode can refer to the call-in tripartite call operation and other modes of operation. The operation of the external call can refer to the call center outside the call area. 1.3.4. Sms 1.3.4.1. Send a text message Features: Customer service can use the send sms function to send customers a pre-designed text message template, and support the sms template to add parameters, pass parameters to support variables within the system. Use scenario: Customer service needs to send a text message to the customer. Added: "Administrators can do more related to SMS operations, such as editing SMS template, setting SMS trigger SMS mass sending, etc., please check SMS management." - 11 -Udesk Call Center Operator''s Manual 1.3.4.2. Text messages are sent in bulk Features: When using the interactive center mass texting, you must first create a text message task, SMS template, SMS template support fixed content and parameter variables, the new text message template needs to pass the review before it can be used. Use scenario: The administrator specifies the text message template, start, end time, and task period (working hours). How to do it: 1.3.5. Call monitoring 1.3.5.1. Call listening Features: Customer service with certain rights, such as customer service team leader, can listen to the group or other customer service calls within the queue, monitoring and evaluation. Listening process is monitored customer service and customers can not detect, customer service team leader hang up to stop monitoring does not affect customer service and customer calls. Use scenario: The head of the customer service team needs to listen to other customer service calls with customers, monitoring, assessment and other operations. How to do it: 1.3.5.2. The call is strongly plugged in Features: Customer service with certain permissions, such as customer service team leader, can be in the group or other customer service in the queue during the call with customers forced insertion of the call, into a three-way call. After the customer service team leader hangs up, the customer service and the customer can continue to talk normally. Use scenario: The head of the customer service team needs to be forced into other customer service calls with customers, for guidance, assistance. How to do it: - 12 -Udesk Call Center Operator''s Manual 1.3.5.3. Call interception Features: Customer service with certain permissions, such as customer service team leader, can be in the group or other customer service calls within the queue forced to transfer to themselves, to achieve their own purpose of talking to customers. The customer service of the intercepted call goes directly into the idle state, and the customer service team leader hangs up and the call ends. Use scenario: When the head of the customer service team needs to communicate with the customer on behalf of the customer service. How to do it: 1.3.5.4. Call secret Features: Customer service with certain permissions, such as customer service team leader, can initiate whispers can be normal access to the seat and customer calls, whispering can only be heard in the seat, customers can not hear. Whispering calls are divided into two modes: cell phone mode, IP phone mode, and web phone mode. Use scenario: The new seat in communication will need customer service supervisor supervision and support place. How to do it: 1.3.5.5. The page hangs up Features: Customer service can be directly on the web to hang up, rather than on the telephone button operation. Use scenario: Customer Service would like to click on the web page to quickly hang up or refuse to answer the phone. How to do it: 1.4. Call center workbench features - 13 -Udesk Call Center Operator''s Manual 1.4.1. Bounce screen Features: The screen is the main operating interface of customer service during the call, which automatically appears when customer service is connected to customers and calls customer service. Customer service can record, view and edit a variety of information in the screen, including customer information, business records, return visit plans, tickets, call logs and so on. The lower left corner of the call center interface allows you to view the history of the screen, so that customers can view the history of the screen. Use scenario: 1. When customer service uses a call center to make a call, it is necessary to record and view relevant information in a timely manner. 2. Support customer service set the pop-up trigger event, ring the screen (default), turn on the screen. How to do it: Screen interface overview: Additional notes: 1. Customer information: Customer information for the current call includes system fields such as name, rating (whether it is VIP), mailbox, company (multiple companies), phone, label, description, etc., and also supports custom customer fields added by the administrator and chooses which fields to display in the screen, the order in which the fields are displayed, and so on. 2. Guest ID: Guest ID is used to associate call center customers with IM customers and to support user consolidation. Convenient customer service for customer management, customer source tracking, optimization of marketing strategy and so on. Administrators can choose whether to turn on the guest ID feature at the call center settings to view the guest ID association feature. 3. Auxiliary components: Auxiliary components are powerful components provided by Udesk to view additional customer information, support the delivery of customer information to third-party systems, and load display content as an Iframe page to help customers quickly view information such as customer order details. 4. Ring screen: Support to set the springboard trigger event, ring screen (default), turn on the screen. Screen-Business Record Interface: Added note: For more information about business records, you can view call center business records. Screen - Historical work order interface: Screen-Call Record Interface: - 14 -Udesk Call Center Operator''s Manual Added note: For more information about call logs, you can view call center call logs. Screen-Return Plan Interface: Added note: For more information on the return visit plan, please view the call center return visit plan. Screen - New ticket interface: 1.4.2. Real-time monitoring Features: The customer service personnel with permission, such as the head of the customer service team, can monitor the customer service group, other customer service seats in the call queue through the real-time monitoring function of the call center, understand and change the working status of other customer service, as well as the same day''s work statistics, but also through the call monitoring, strong plug, interception, secret language function to monitor, assess, assist the customer service work. Use scenario: 1. The customer service team leader needs to monitor the working status of other customer service in the group in real time. 2. The customer service team leader needs to view the entry work statistics. 3. The customer service team leader needs to listen to other customer service in the queue, strong plug, intercept, secret language operation. How to do it: Customer Service Group Monitoring Interface: Call queue monitoring interface: Customer Service Team Leader''s Operating Instructions: Added: About the customer service team leader monitoring, strong plug, interception, secret language specific can be viewed call monitoring. 1.4.3. Call logs Features: Customer service uses call center to answer, call out, all call information will be automatically saved in the call center, customer service can be easily viewed in the call log interface. Call logs record the full process status of the call in detail and support filtering and exporting. In addition, the call details will be recorded in the call recording, you can listen directly to the recording, you can also choose text to view. - 15 -Udesk Call Center Operator''s Manual Use scenario: 1. Customer service requires to view a detailed record of certain calls. 2. Customer Service needs to filter to find call logs that meet certain criteria and export them. 3. Customer service needs to view the detailed records of the call at that time and listen to the call recording. How to do it: 1.4.4. Missed call Features: In order to facilitate customer service personnel to quickly view missed call information, instead of going to the call log every time to filter, the call center provides a missed call log interface, can directly view missed call information, and support the filtering, export function. Use scenario: 1. Customer service staff need to check the missed call history. 2. Customer service personnel need to filter out a certain condition of missed call records, and export. How to do it: 1.4.5. Exhalation tasks 1.4.6. Business records Features: Business records are "convenient for customer service to record key business information in a timely and rapid manner when communicating with customers." Customer service can record business information on the call screen and view and edit it on the business records page. Business records also support filtering and exporting. Use scenario: 1. Customer service needs to view and edit the business record information recorded in the screen. 2. Customer service needs to filter out certain conditions of business records and export. How to do it: - 16 -Udesk Call Center Operator''s Manual Added: Administrators can edit the fields and business records templates used in business records, please review the business fields, business records templates. 1.4.6.1. Customer service creates external call tasks Features: Privileged customer service can create outbound tasks and view task details, task progress, and more in call center call tasks. Use scenario: The privileged customer service wants to create an external call task plan. How to do it: Additional note: Customer information support in External Call Tasks imports existing contact orders in bulk after a privileged customer service creates a task. Click to view the external call task Details: 1.4.6.2. Customer service to view outbound tasks Features: For customer service without permissions, you cannot access the external call task interface in the customer center, you can enter the external call task interface to view the details of your assigned external call task. Use scenario: Customer service that does not have permission to enter the Customer Center to view the external call tasks that it has assigned. How to do it: View external call tasks Details: 1.4.7. Return visit plan Features: Customer service can create a return visit plan at the call bounce screen, and the privileged customer service can view, edit, and support the return visit plan to be filtered according to the scheduled time in the interactive center''s return visit plan interface. Use scenario: 1. Customer service needs to view and edit the return mission plan. - 17 -Udesk Call Center Operator''s Manual 2. Customer Service wants to filter return visits by scheduled time. How to do it: - 18 -Udesk Call Center Operator''s Manual 2. Administrator features 2.1. System settings 2.1.1. IP phone configuration Features: Customer service uses an IP phone in the call center to answer calls and requires administrator help with IP phone configuration. Use scenario: Customer service requires the use of an IP phone to make a call. How to do it: Step 1: Prepare 1, hardware: ready an IP telephone, a headset, a network cable, a connected computer. 2, query customer service information: administrator login Udesk background, click on the need to configure the phone customer service, in the profile, find the IP landline number and IP landline password, the following will use these two values. Step 2: Query the phone IP address Insert the cable into the cable jack on the back of the phone and click on the menu - status - WAN port IP, e.g. 192.168.1.10. If you do not have this string of numbers, check that the network jack is correct and the network is good. Step 3: Log in to the VoIP page and set the parameters 1, in the browser address bar to enter the IP address of the previous query, enter the login interface, the username password is: admin. 2, click on the left navigation bar "VoIP", the default SIP settings. Fill in in: Server address: The server address is provided by Udesk, for example, sips6.udesk.cn, you can contact Udesk support if in doubt. Server port: 5474. User name: In the first step of preparation, the IP landline number in the customer service personal profile (administrator can view in the background management center - employee management - employee list - employee information); Password: In the first step of preparation, the IP landline password in the customer service personal data (administrator can view it in the background management center- employee management-employee list-employee information); Phone number: In the first step of preparation, the IP landline number in the customer service personal profile (administrators can view it in the background management center - employee management - employee list - employee information); Show name: Fill in the customer service''s own name - 1 -Udesk Call Center Operator''s Manual Check On Sign up and click Submit. Then return to the page, where the registration status shows that it was registered, representing a successful registration. Registration was not successful, please check the status of the network. 3, modify the advanced SIP settings: Click on SIP Advanced Settings. Server master time limit: 60; Check configuration Compatible with special servers; Step 4: Set up the in-call telephone to ring In order to ensure that customer service does not miss any phone calls, you need to ring the conversation machine to set up: if the customer service has been working with headphones, the call default is headphone ringing; Here''s how to set it up: IP phone - menu - 2 functions - 14 headphones ring, turn off the headset ring, you can realize the phone ring, timely hearing customer calls. Note: IP phones have a spoil-free function, please avoid mishandling on trouble-free. When immunity is turned on, incoming calls become missed. If it is not convenient to answer the phone, you can set the customer service status to busy, offline or nap status at the call center workbench. 2.1.2. Smart routing Features: With the expansion of enterprise scale, customers call in to adopt more and more complex routing strategies, in order to better meet routing needs,Udesk call center introduced a more powerful intelligent routing function, can set up multiple call nodes as needed, collect a variety of information (incoming information, customer information, customer input information, etc.), custom judgment rules, flexible jump between call nodes to achieve complex routing strategy. Use scenario: 1. Commuter time judgment, customers call in during off-hours when the voice alert appears and transfer to self-service voice service. 2. Intelligent judgment and priority access to the customer''s responsible person, responsible group, to provide exclusive services. 3. Multi-level voice navigation, support rehearing, return to the next level of menu function, to create a complete self-service voice service. 4. Number attribution judgment, automatic docking of the company division, no manual transfer. 5. Relay number judgment, intelligent transfer of different customer service groups, the realization of different numbers, different services. 6. Support interface parameters, docking with third-party systems, to achieve intelligent query of customer information. - 2 -Udesk Call Center Operator''s Manual 7. Custom queuing action, customers can choose to continue waiting, leaving a message, or hanging up after queuing timeout. How to do it: Note: Only privileged call attendant administrators can select routing, IVR, and IVR variables in the Central Administration-Channel Management-Call Center-Incoming Routing column. And IVR settings have been updated to the form of a visual canvas, easy to operate, so that the IVR process can be clearly displayed in the canvas, and IVR also comes with a list of historical version records to view, and the function of restoring historical versions. IVR node description:Udesk intelligent routing node can implement different functions, such as start node, voice playback, speech recognition, information judgment, collection of input, entering the queue node, etc. Drag the node to the center of the canvas, double-click the node will pop up on the right side of the interface Pop-up window for configuring node information, after each node is configured to connect the corresponding jump node can build a complete intelligent routing strategy, node type description is as follows: 1. Start node: When you build a process in the IVR canvas, you must add the start node as the pointing flag node at the beginning of the process, and only one start node is allowed in an IVR canvas. Node jump supports select nodes, other IVR, voice robots, hang-ups, original call seats, and waiting instructions. 2. Voice playback node: you can set up voice messages for voice broadcasting, and set up the execution instructions after the end of voice broadcast, such as broadcast welcome, off-duty prompt voice and so on. On the voice file, please review the custom voice upload instructions in System Voice. Node jump supports select nodes, other IVR, voice robots, hang-ups, original call seats, and waiting instructions. 3. Collect input nodes: To collect information entered by customer keystrokes, you can set the pilot voice to support unit numbers, multiple numbers (e.g. order number entry, up to 20 digits, ending with s), date, mobile phone number and time. Used to implement features such as self-service or manual service selection, collecting order numbers entered - 3 -Udesk Call Center Operator''s Manual by customers, multi-level voice menus, and more. Node jump supports select nodes, other IVR, voice robots, hang-ups, original call seats, and waiting instructions. 4. Information determination node: can receive input collection or speech recognition and other nodes, support the creation of rules, according to the rules of incoming information, customer information, customer input information, variable information, etc. to judge, according to the results of the implementation of different instructions, such as judge the customer call time is not working hours, then jump to the broadcast off-duty prompt voice node, support the setting of a number of rules of judgment, can be set to meet all or any conditions after jumping. 5, enter the queue node: In such nodes, you can set up customer access to the queue customer service group / seat. Support to set up multi-customer service groups, can also designate access to the customer''s responsible person, responsible group. 6. External interface nodes: can be used to call external interfaces in IVR, support docking with third-party systems, and achieve advanced functions such as customer order status query by setting external interface request addresses, interface parameters, return values, etc. (The request interface must meet the UDESK API format). 7. Speech recognition node: Speech recognition node, you can collect the customer''s voice information and convert it into text, store it in a specified variable (optional or custom new variables), customize the node voice, set the stop wait time, and jump the node (generally jump to the information determination node to judge the customer''s voice information variables): Additional notes: 1. At present, the speech recognition model only supports Mandarin, Sichuan, Cantonese and English. 2. After speech recognition, generally jump to an information determination node, the customer voice trans-text information (stored in the content of the specified variable) to judge, and specify the corresponding action, for example: if the contents of the specified variable contains "1", "pre-sales", then jump to the access pre-sales customer service group node; 3. In the following information determination node, in order to ensure the accuracy of identification, you can add more content conditions, such as the pre-sales customer service group in the example above, you can set the conditions for: the content stored in the specified variable contains "1", "pre-sales", "pre-sales support", "pre-sales service" and other similar content, before jumping to access the pre-sales customer service group node. 8. Voice message node: voice message node, you can realize the message function, - 4 -Udesk Call Center Operator''s Manual bring your own node voice settings function, you can choose to play the "beep" sound before recording, support the recording duration setting, and support the setting of message after jump to other nodes. 9. Transfer outside node: When the actual call in needs to be transferred to an external call center, voice robot or outside seating and so on, the node needs to be set up. When an external phone is successfully answered, the original IVR process ends and no further jumps are required. Supports setting up jumps to other nodes after an outside call fails (including all call failures, not subdivided). 10. Satisfaction Survey Node: After the node voice broadcast based on satisfaction adjustment, the collected user input information is scored for satisfaction, supports the custom setting of node voice, and supports the setting to jump to another node without input or matching. Additional notes: 1. In collecting feedback, the user buttons are based on the number of items evaluated, and the keys are defaulted from 1 to the maximum number. 2. In collecting feedback, the user button supports the optional "0-9", and the keys used by a review project in the same node are not displayed in the drop-down box of other evaluation item keys. 11. Hang-up node: Hang up the call and end the entire process, the node selection is directly in each node editing page node jump options. (Figure is an example of a satisfaction survey node editing page). IVR Variable Description: Some of the IVR variables are system preset variables and are not operational. In addition, administrators can add variables on demand, and new variables can edit or delete them. New description of IVR variables: When adding variables, you can customize the name of the variable, which supports string naming that begins with a letter or number, and Chinese characters, variable types that support the selection of numbers, strings, ECMAScript objects, and ECMAScript expressions, and it is important to note that "security variables" are not currently available and checking does not take effect. 2.1.3. The voice list Features: The Udesk call center supports administrators to customize system voice and play it automatically when certain conditions are met during a customer call, to guide, pacify, and so on. Use scenario: - 5 -Udesk Call Center Operator''s Manual 1. The system welcome language and customer service queue navigation voice are automatically played when the customer calls in. 2. Play waiting voice or music while the customer waits to calm the customer. 3. Voice prompts customer message when there is no idle customer service. 4. Voice prompts the customer for a satisfaction evaluation after the call. 5. Editing an existing voice file supports resave. How to do it: Custom voice management: Voice vault management: 2.1.4. Billing information Features: Billing information can view call center charge information, including this month''s consumption amount, current balance, the number of calls this month, the total length of calls this month and other statistics, you can also set up a balance when the balance is insufficient SMS reminders, view and export consumption reports, consumption schedule. Use scenario: 1. When an administrator needs to view call center spending this month. 2. When the administrator wants to export recent consumption reports, consumption schedules. 3. When the administrator wants to set up an automatic text message alert with insufficient balance. How to do it: 2.1.5. Number management Features: Administrators can add and edit number pool numbers in number management and specify how they are assigned so that they can use number pool numbers when calling outside the seat. At the same time support the selection of companies and seating individuals outside the display number. In addition, you can apply for a change of number. Use scenario: - 6 -Udesk Call Center Operator''s Manual 1. There are multiple relay numbers that need to be set when the default external echo number is set. 2. When viewing and managing multiple relay number information. 3. When the number pool is managed and a new number pool is required. 4. When it is necessary to set the external seat number that the customer can call in. 5. When you need to view the 400 number information you already have. How to do it: Added: Regarding the relay number number application, it is a business application. 2.1.6. Field management 2.1.6.1. The customer field Features: In customer information, in addition to the system default basic information, but also support administrators to create and edit their own custom customer fields, convenient for customers to define more dimensions, information editing. These custom customer fields can be displayed in the call center screen, in the IM workbench, in the customer center, and support the sequencing of fields, as well as setting which customer fields are displayed in the call center screen, IM workbench, and video workbench. Use scenario: 1. Record whether the customer is a customer with consumption potential. 2. Record the customer''s VIP membership ID. 3. Record the customer''s English address. 4. Customer field priority needs to be adjusted. How to do it: 2.1.6.2. The business field Features: Business fields are fields used in the business records template, and administrators can create and edit these business fields based on commonly used information involved in the company''s business, enabling customer service to record these key information more accurately and in a timely manner. Use scenario: The fields used by the administrator to create and edit the business records template. - 7 -Udesk Call Center Operator''s Manual How to do it: Note: Ina Udesk system, the business field is a custom field. Custom fields can be used as ticket fields in the ticket template in addition to being used as business fields in the business template. 2.1.7. Business record template Features: Once the administrator has created a well-maintained business field, he or she can create a business record template, set the business fields and formats used, and so on. Customer service personnel in the call center can use the business records template for business information records, inquiries and other operations. (Note: Business record templates can add multiple templates) Use scenario: When an administrator specifies the business fields, formatting styles used in a business record ,which can be used in a multi-business scenario. How to do it: 2.1.8. SMS management 2.1.8.1. Open a text message channel Features: After the administrator opens the SMS channel, the customer service can officially use the Udesk call center SMS sending function. Use scenario: When you need to use SMS-related features. How to do it: 2.1.8.2. SMS template management Features: When using the call center to send text messages, you must first create a text - 8 -Udesk Call Center Operator''s Manual message template, the TEXT template supports fixed content and parameter variables, the new text message template needs to be approved before it can be used. Use scenario: When the administrator wants to specify the format and content of the text message to be sent. How to do it: Added: SMS template audit failed, you can use the mouse hover over the question mark icon, showing the reason why the audit failed. 2.1.8.3. SMS billing information Features: Administrators can view recent SMS sending statistics and account balances at sms billing information. Use scenario: 1. The administrator needs to check the account balance. 2. Administrators need to review recent SMS sending statistics. 3. The administrator wants to set sms balance below a certain value to automatically send SMS alerts. How to do it: 2.1.8.4. SMS recording Features: Administrators and privileged customer service can view all SMS sending records in SMS records, including send date, customer phone number, customer name, text message template used, send content, send results, and more. And supports filtering and column settings. Use scenario: When an administrator or a privileged customer service person needs to query a text message to send a record. How to do it: - 9 -Udesk Call Center Operator''s Manual 2.1.8.5. Call trigger Features: Administrators can create call triggers through the call center and automatically complete pre-set actions by triggering set conditions during a call. Use scenario: Reduce repetitive actions during outbound seat calls. How to do it: 2.1.9. Public knowledge base maintenance Features: When customer service is talking to customers, it can use the knowledge base as an aid to view common phrases, problem bases, common links, and more maintained in the public or personal knowledge base. Administrators can edit public knowledge base content, which can be viewed by all agents. Use scenario: Administrators need to edit frequently used phrases, FAQs, frequently used links, and so on, to provide to all customer service for viewing. How to do it: 2.1.10. Other rules, etc 2.1.10.1. Organize the time configuration Features: After the customer service officer ends the call, he can enter the finishing state, at which point the customer service will not be assigned to the customer, convenient for the information finishing of the previous call. Administrators can set the duration of the grooming state. Use scenario: The administrator needs to set the length of time the customer service will organize the information after the call. How to do it: - 10 -Udesk Call Center Operator''s Manual 2.1.10.2. The guest ID association feature Features: Guest IDs are used to associate call center customers with IM customers and to support user consolidation. Convenient customer service for customer management, customer source tracking, optimization of marketing strategy and so on. The administrator can choose whether to turn on the guest ID feature at the call center settings. Use scenario: When guest ID association needs to be turned on. How to do it: 2.1.10.3. Customer service ring answer time Features: The administrator can set the customer service ring answer time, i.e. the minimum ring time (default 10 seconds) and the maximum ring time (silent 30 seconds, smooth ring). Customer hangs up below minimum ring time, status will be recorded as customer speed hang-up, and when the minimum ring time is exceeded, the customer hangs up and the call history is displayed as "customer service missed". Use scenario: Administrators use to distinguish between "customer express" and "customer service missed." How to do it: 2.1.10.4. Incoming auto-busy Features: When a customer service fails to answer a call in a row, the customer service''s status can be automatically set to busy. The administrator can set how many consecutive calls have not been answered to keep the customer service status busy. Use scenario: Customer service has something to leave, forget to keep the online status busy, need the system to automatically identify and modify the status to busy. How to do it: 2.1.10.5. The pop-up default tab Features: - 11 -Udesk Call Center Operator''s Manual Administrators can set the customer service screen interface to open tabs by default for customer information or customer assistance components. Use scenario: When the administrator wants to set the default display of customer assistance components in the customer service screen interface. How to do it: 2.1.10.6. Queue customer service allocation policy Features: When a customer enters the call queue, the customer needs to be assigned to idle customer service within the queue according to a policy. Administrators can set specific allocation policies, including rotation assignments, first idle order assignments for the day, minimum number of calls first, minimum call-in priority, maximum hang-up time first, and maximum idle status priority. You can also set whether to enable repeat customer priority policy, which prioritizes customers to customer service that was last received. Use scenario: 1. When an administrator needs to set a customer service allocation policy in the queue. How to do it: 2.1.10.7. Customer queue time Features: After the customer calls in to the selection queue, the customer enters the queue if there is no idle customer service in the queue. Administrators can set the maximum queue time, and if it is smart routing, they can also set the actions that are performed after the queue timeout, see the Smart Routes "Notifications after processing IVR into the customer service group" section. Use scenario: The administrator wants to set a maximum queue time of 60 seconds for customers. How to do it: - 12 -Udesk Call Center Operator''s Manual 2.1.10.8. Incoming shunning time Features: Administrators can set the call-in-down time, and when the customer service ring does not answer, exceeding the incoming in-song time, the customer is automatically assigned to other customer service personnel in the queue. Use scenario: If you need to set up customer service when a call is not answered, the incoming customer needs to be assigned to another customer service. How to do it: 2.1.10.9. Call event push Features: Administrators can set up events that allow push, and call information is pushed to a preset address in the event of a call event. Use scenario: 1. You want to set up push only at the end of the call, and then get the call history. 2. When docking development, there is no need to discard unwanted events, reducing development effort and push pressure. How to do it: 2.1.10.10. Limit incoming and outgoing Features: Administrators can set numbers that prohibit outbound or incoming calls, and can set limits on the numbers that are prohibited from calling in or outbound. Use scenario: When you need to set a number that prohibits incoming or outgoing calls. How to do it: 2.1.10.11. The external call business field is synchronized to the ticket field Features: Create a ticket with an external call business record, you can synchronize what has been filled in with the same field to the same field in the ticket. - 13 -Udesk Call Center Operator''s Manual Use scenario: Convenient seat in the external call according to the external call business information recording process to create a ticket, information automatically synchronized to the new ticket in the same field, reducing customer service operation time. How to do it: 2.2. Exhalation tasks 2.2.1. The administrator creates an outbound task Features: Administrators can create outbound tasks, add customer information, and select customer services for assignment. Customer service assigned to external call tasks can view the details of external call tasks in the call center call tasks interface. Use scenario: 1. There is a volume of electrical sales or return visits to customer needs, need to create external call tasks and assigned to customer service. 2. When assigned to customer service, you can select employee groups and employees, you can choose more, where employees support search. How to do it: 2.2.2. Assign customers Features: Customer information support in External Call Tasks Has permission to import existing contact orders in bulk after the Interactive Center creates tasks. Use scenario: You need to follow the contact list template to fill out the upload of existing contact form, in the import contact list to support the download template. How to do it: 2.2.3. External call task Details Features: - 14 -Udesk Call Center Operator''s Manual Administrators can view the details of the external call tasks, understand the basic information and progress of the external call tasks, as well as related customer service data, customer information, etc. Use scenario: 1. Administrators want to know the progress of external call tasks, customer service implementation, customer information, etc. 2, administrators want to be able to single or bulk adjust the allocation of customers, in order to achieve better staff distribution, help staff less distribution; 3, the administrator wants to see the external call task under the display in addition to the call task to dial each call; How to do it: 2.2.3.1. Questionnaires Features: Administrators can configure questionnaires in the Interactive Center to edit questionnaires each time customer service performs an external call task. Use scenario: Customer service call mission return visit survey. How to do it: External Call Tasks Create details Can refer to The administrator The administrator creates an outbound task 2.2.4. Call quality inspection Features: Administrators can use Udesk''s call quality control feature to sample customer service call logs. Supports custom scoring criteria, set scoring weights, and supports proportional sampling and average sampling. Helps administrators control the quality of work on customer service seats and store typical cases in case groups for later viewing and learning. Use scenario: 1. The administrator rates the customer service seat for the quality assessment of the work. 2. The administrator checks the customer service work over a period of time. How to do it: - 15 -Udesk Call Center Operator''s Manual 2.3. Call monitoring Features: Administrators cannot access the call center function module, but can enter the Monitoring and Reporting function module for call monitoring. In this interface, you can monitor the status of each call queue, the status of all customer service, the working day, the information of the same day queue, and manually modify the status of customer service, but can not use listening, strong plug, interception, secret language function. Use scenario: 1. When the administrator wants to monitor the customer service status. 2. When the administrator wants to view today''s call data. 3. When the administrator wants to see today''s customer queues. How to do it: Overall monitoring: Queue monitoring: Seat monitoring: Queue to give up: 2.4. Quality inspection function 2.4.1. Call quality inspection Features: Administrators can use Udesk''s call quality control feature to sample customer service call logs. Supports custom scoring criteria, set scoring weights, and supports proportional sampling and average sampling. Helps administrators control the quality of work on customer service seats and store typical cases in case groups for later viewing and learning. Use scenario: 1. The administrator rates the customer service seat for the quality assessment of the work. 2. The administrator checks the customer service work over a period of time. How to do it: - 16 -Udesk Call Center Operator''s Manual 2.4.2. The case group Features: Administrators can create different case groups, the quality inspection of the typical call records drawn into the case group, convenient for later query, learning. Use scenario: 1. Administrators need to add all outstanding call logs to the Good Case Group. 2. The administrator needs to include a typical wrong call history into the typical error case group. How to do it: 2.5. Report functionality 2.5.1. Call logs Features: Administrators cannot access the call center function module to view call logs, but they can view all call logs in the Monitoring and Reporting function module. And support the filtering, export function. Use scenario: 1. The administrator needs to view the call history. 2. Administrators need to filter out specific records and export them. 3. Customer Service wants to customize the order in which column content is displayed, Customer Service wants to quickly locate fields based on keyword search or classification, Customer Service has an error and wants to restore the default settings. 4. The administrator wants to filter call history through the relay number, and the administrator wants to filter the call history through the company. 5. The customer wants to view the ticket data directly in the call record, and the customer wants to jump the ticket details directly in the call record to process the ticket. How to do it: List of call logs: Call log details: 2.5.2. The case group Features: Administrators can create different case groups, the quality inspection of the typical call records drawn into the case group, convenient for later query, learning. - 17 -Udesk Call Center Operator''s Manual Use scenario: 1. Administrators need to add all outstanding call logs to the Good Case Group. 2. The administrator needs to include a typical wrong call history into the typical error case group. How to do it: 2.5.3. Call report 2.5.3.1. Overview of the call report features Features: Administrators can view detailed call reports in the Monitoring and Reporting function module, supporting the view of overall overview reports, queue reports, customer service reports, customer service group reports, and custom reports. Each report supports hourly, daily, weekly, and monthly reports. And support a wide variety of multi-dimensional data fields. Administrators can view the report graphically, set up the data fields presented in the graph, or view detailed list data directly, and support export capabilities. Use scenario: 1. The administrator wants to view the overall call data report for each day of the last week. 2. The administrator wants to view status time data for each customer service last month. 3. The administrator wants to view data reports such as incoming success rate, satisfaction rate, one-time resolution rate, and so on for each queue in the last month. 4. The administrator wants to view the incoming call data report for a customer service group yesterday. 5. The administrator wants to view the IVR report. 6. The administrator wants to create a new and view a custom report. How to do it: Added: The drill-tip switch in the upper right corner of each report can be switched on or not. If on, the position on the open page that allows you to click to see the drill details below will show ">" 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">