The hottest Huanxin customer interaction cloud v53

2022-08-04
  • Detail

Huanxin customer interaction cloud V5.31 has been launched.

the main contents of this update are:

optimize the functions of intelligent robots, support the setting of response strategies for robot knowledge rules, and enable robots to send different answers according to different channel associations and time plans. The random quality inspection function is added to manage the quality inspection process by random sampling of quality inspection samples, so as to avoid quality inspection cheating and make the quality inspection results more fair and just

customer service mode

customer service change status needs approval

new customer service change status needs approval. When the administrator turns on the approval switch for changing the status of customer service, the general customer service needs the administrator's approval to switch the status from idle to busy, away and invisible; When the administrator turns off this switch, ordinary customer service can switch the status at will

the administrator switching state is not affected by this switch

customer service change status:

when the switch is turned on, the customer service will receive a pop-up reminder when switching the status from idle to busy, away and invisible. If the key is, fill in the reason for the status change and submit it to the administrator for approval

administrator approves status change:

after receiving the status change request from the customer service, the administrator will receive a system message reminder in the message center. You can enter the administrator mode approval management page to approve the request

after approval, the system automatically completes the status switching of customer service. At the same time, the system sends system messages to remind customer service, which can be viewed on the message center page

approval switch required for customer service status change:

when approval is required for customer service status change, the administrator can enter the administrator mode setting system switch page to open the approval switch required for customer service status change

the list of sessions to be accessed displays the agent name

a column is added to the list of sessions to be accessed: the agent name, which is used to display the customer service name specified by the session

note: if no customer service is specified in the session, only the skill group name is displayed, and the customer service name is not displayed

administrator mode

robot knowledge rules

robot knowledge rules add classification management, log management, and response strategies. Log management supports administrators to view logs related to knowledge rules. Classification management supports adding knowledge rules to different classifications to facilitate query and management of knowledge rules. The response policy is the sending policy of the answers in the knowledge rules. It supports the setting of sending different answers according to different channel associations and time plans

classification management

on the robot knowledge rules page, you can add, classify, and modify the classification of knowledge rules

view classification:

select any classification in the classification list to view the knowledge rules in the classification

manage classification:

under the classification list, click the manage classification button to add and classify

modify classification:

select one or more knowledge rules and click Modify classification in the pop-up window to modify the classification of the selected knowledge rule

log management

log management supports administrators to view logs related to knowledge rules, query and export them according to the time range

on the knowledge rule page, click the drop-down button on the right side of the add rule, and click the log management button to view the log

response policy

supports setting the sending policy separately for the answers in the knowledge rule. When adding and knowledge rules, you can set the sending policy. The policy includes policy name, condition (channel Association and time plan), execution (the answer of knowledge rule). When the conditions in the policy are met, the corresponding answer is sent to the customer

when there are multiple answers in the knowledge rule, if the sending policy is not set, one of the answers will be sent randomly by default

knowledge rules:

on the knowledge rules page, click the button on the right side of the knowledge rules to display the knowledge rules. Include add/question, add/answer. When finished, click OK

add sending policy:

click the add policy button on the add, knowledge rule page

fill in the policy name, select a channel Association (if not selected, the policy will not take effect), select a time plan (if not selected, the default is all time), select an answer to the knowledge rule, and save it

after setting the sending policy, when the customer's message matches the question of knowledge rules and meets the two conditions of channel Association and time plan, the answer set in the policy is sent to the customer

random quality inspection

add a random quality inspection function. The quality inspection process is managed by means of systematic random sampling of quality inspection samples to avoid quality inspection cheating and make the quality inspection results more fair and just

the random quality inspection function is a standard/ultimate value-added service. If you need to open it, please provide the tenant ID and contact the Huanxin business manager

view quality inspection tasks

quality inspection tasks are created by administrators/quality inspectors. Quality inspection tasks include customer sessions randomly selected by the system based on filter criteria

on the random quality inspection page, administrators can view all quality inspection tasks; Quality inspectors can view all/their own quality inspection tasks

set quality inspection permission

enter the administrator mode setting permission management page and set the quality inspector's Data permission to view quality inspection tasks

tenant: it supports viewing all quality inspection tasks in the system

customer service: it can only view the quality inspection tasks created by itself

create the quality inspection tasks recommended by star for the cosmetics industry

the administrator/quality inspector can create one quality inspection task for himself at a time. Quality inspection tasks have two statuses: being inspected and completed. When there is a task in quality inspection, you need to complete the quality inspection task before you can create a new quality inspection task

on the random quality inspection page, click the create quality inspection task button in the upper right corner, set relevant quality inspection conditions, and click the create quality inspection task button again. The system randomly selects the corresponding number of sessions according to quality inspection conditions and creates quality inspection tasks

task name: the name of the quality inspection task

time range: must be within one month, such as November 1 to November 30

conversation sampling range: including conversation source channel, skill group, association, conversation tag and customer service participation

session quality inspection conditions: including the first response time, session time, average/single response time to ensure the sustainable development of its battery supply chain, the number of visitor/agent messages, and satisfaction evaluation

sampling quantity: must be a number between 1 and 300

complete the quality inspection task

the administrator/quality inspector can perform quality inspection scoring on the sessions of the tasks in quality inspection at any time. After the quality inspection scoring of all sessions is completed, the quality inspection task can be completed

on the random quality inspection page, click the self created quality inspection task to view the task details and the session list. Click any session to view the session details and give quality inspection scores for the session

24-hour queuing trend displays the queued session details

on the statistics query queuing statistics page, click the histogram in the 24-hour queuing trend to view the corresponding queued session details

note: from this version, queuing statistics only supports filtering the statistical data of the last three months and the current month. For example, this month is December, so the data of prototype and assembly machine will never be provided from September to December

android SDK guest terminal

current version: v1.1.3

new features/optimization:

support message prediction function (value-added service)

support FCM push

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