The hottest Huanxin customer interaction cloud v52

Huanxin customer interaction cloud v5.26 update

Huanxin customer interaction cloud v5.26 update summary: display the basic statistical indicators of customer service, smart recommendation session tags, smart sorting of common words, simplify the operation of customer service in the session process, and improve the efficiency of customer service. Monitor the abnormal behavior of customer service (failure to reply when timeout, sending sensitive keywords), automatically send alarms, and enhance the management and control of administrators

customer service mode

display basic statistical indicators

in the upper right corner of the session page, display the basic statistical indicators of customer service, including the number of sessions received, the number of sessions ended, and the length of time, so that customer service can know their work situation of the day at any time

number of sessions received: the number of sessions successfully received by customer service from 00:00 today to the current time, including those automatically allocated, manually accessed, transferred in, and callback

number of sessions ended: the number of sessions successfully picked up and ended by customer service from today's 00:00 to the current time, including those automatically ended and manually ended. If the session was started yesterday and ended today, it will not be included in the number of sessions ended today

duration: the duration of customer service from today's 00:00 to the current time, including idle, busy, leaving and stealth

smart recommendation of session tags

session tags support the smart recommendation function, and automatically recommend the five most commonly used session tags for customer service/administrators according to the frequency of adding session tags, ranking from high to low according to the frequency of use. Moreover, the maximum number of primary session tags increased from 20 to 30

click the add session tag button on the session, historical session and other pages to add a session tag to the session. Click the search box of the session tag, and the system will automatically recommend the five most commonly used session tags according to the usage habits of the customer service/administrator

common words intelligent sorting

common words support intelligent sorting function, and support sorting common words according to the frequency (popularity) of customer service/administrator using common words and the update time of common words

on the conversation page, in the common words tab, click the sort button to switch the sorting method of common words

set personal idioms

add a personal idiom page, and customer service/administrators can set their own personal idioms at any time

enter the personal setting personal common words page to set personal common words. Personal idioms contain only one primary classification

click the add sub classification button below the primary classification to add the secondary classification

click the plus sign (+) on the right side of the primary classification title to add common words to the primary classification

click the plus sign (+) on the right side of the secondary classification title to add common words to the secondary classification

optimize the visitor source information

optimize the visitor source information on the page side, and clearly display the operating system and browser version used by the visitor in the software environment column

optimize the filter items of the customer center

optimize the filter items of the customer center, and support filtering customers according to the latest session creation time and customer creation time

last session creation time: the last time the customer initiated a consultation with the customer service system

creation time: the creation time of the customer in the system, that is, the time when the customer first initiated a consultation with the customer service system

administrator mode

work order integration

Huanxin customer interaction cloud provides work order integration function to connect with the work order system. The following work order functions are added to facilitate the use and management of work orders

note: the work order function is a value-added service. If you need to open it, please submit an application on the work order page, and the business manager of Huanxin will actively contact you

support customized work order status

support customized work order status. You can add work order status, or modify or delete the system default work order status (open, resolved, closed)

enter the work order status customization page, click the add status button to add a custom work order status

support the setting of SLA plan

support the setting of SLA (service level agreement) of the work order. You can set the SLA plan according to the help topic. When the SLA period expires, remind the customer service handling the work order

enter the work order SLA plan page, click the add SLA plan button to add an SLA plan

add work order statistics function

add work order statistics function, support to view the work order processing trend of customer service and skill group, including the number of open, solved and closed work orders, and support to export statistical data

enter the work order statistics page to view the work order processing trend. By default, the work order processing trend of all customer service in this week is displayed. Click the filter sorting button to modify the time period and statistical range (customer service/skill group)

alarm record

add an alarm record page to record alarms related to customer service operations. At present, it supports setting the alarm when the customer service timeout does not reply, and sending the alarm when matching the keywords in the customer service message

after setting, if the customer service operation triggers an alarm, you can go to the monitoring and management alarm record page to view the alarm information

customer service timeout did not reply to send an alarm

the name of the original customer service timeout did not reply prompt switch was changed to the customer service timeout did not reply setting, and the alarm recording function was added. When the alarm recording switch is turned on, when the customer service timeout does not reply, the system automatically sends an alarm, which can be viewed on the monitoring and management alarm recording page

enter the set system switch page, turn on the alarm record switch that the customer service did not reply to the setting in case of timeout, and set the alarm level

send reminders/alarms through keyword matching

support the use of keyword matching function to match keywords in customer service messages. When the conditions are met, the system will automatically send a reminder to the message center; Or send an alarm to the alarm record page

send alarm:

enter the set keyword matching 5. Start the gas spring fatigue tester page, and click the add keyword matching rule button

fill in the rule name and select the message source as the agent message

in the column that meets the following conditions, fill in keywords, separated by English commas

in the execution column, select send events to the alarm recording panel, select the alarm level, and save it

set the steps of sending reminders to the message center, which is similar to the steps of sending alarms

note: the keyword matching function is a value-added service. If you need to open it, please provide the tenant ID and contact the business manager of Huanxin

robot algorithm upgrade

the knowledge rules and question and answer optimization algorithm of the new version of robot have been greatly improved. This upgrade will greatly improve the matching ability of knowledge rules and the aggregation ability of question and answer optimization mining

the new version of robot has adjusted the data storage structure, and the user-defined menu function no longer supports direct matching of visitors. You need to add a menu to the knowledge rule as the answer to use the robot menu function in this way

knowledge rule answers support transfer to labor

new transfer to labor as a knowledge rule and since about 54% of China can produce answer types that define menus. When transferring people to work as the answer type, you can set the transfer to assign skill groups manually, that is, when the visitor's question matches the corresponding question, or when the visitor selects the corresponding menu item, the session will be automatically transferred to the set skill group

the answer to add transfer work as knowledge rule:

enter the intelligent robot robot setting knowledge rule page, and click the Add Rule button

add a question, and select the answer type as transfer to manual

set the skill group to be assigned manually and save it

add quality inspection scoring item attribute

add quality inspection scoring item attribute, which is divided into plus and minus items. The quality inspection scoring items that have been set are added items by default

enter the set quality inspection score setting page to add quality inspection evaluation items

note: after modifying the quality inspection score setting, the statistics will take effect immediately. It is recommended to set the quality inspection score item at the beginning of the month, so that the quality inspection statistics can use the new quality inspection score standard from the beginning of the month

support filtering sessions according to quality inspection status

on the quality inspection page, support filtering sessions according to quality inspection status

the quality inspection status is divided into three types: all sessions, quality inspected and not yet inspected. When quality inspection is selected, the quality inspection scoring range can also be set

support setting the time plan of page plug-ins

support setting the time plan of page plug-ins. Allocate sessions according to routing rules during working hours; In the off-duty time, the different states of the display page plug-in are subsidized according to the off-duty message settings

enter the channel management page, select a page plug-in, and set the time plan used by the plug-in on the page in the after work message setting column (the system default time plan is used in the figure below)