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规则

什么是自动化规则?

自动化规则是在满足预定义条件时自动执行的系统操作。它们最常用于将工单转移到某些部门、添加标签、将工单标记为垃圾,或者解决工单。自动化规则通常在所有高级帮助台软件中可用,它可以是指令触发,时间触发,或者是以SLA为基础。

规则-功能-LiveAgent

自动化规则是如何工作的?

包含自动化规则的系统会定期进行背景自我检查。当系统发现某条规则或条件满足时,该规则将会自动执行。

为什么自动化规则很重要?

自动化规则对任何高工单值的业务都非常有益,因为它们可以在很短的时间内完成普通且重复性的任务。自动化规则的主要好处是:

  • 改进效率/代理的工作流程
  • 改进响应时间
  • 减少人为犯错的空间
  • 降低支持成本,并节省时间

Peter Komornik

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Peter Komornik, CEO
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在LiveAgent中有哪些类型的自动化规则?

指令规则

指令规则是基本的指令触发规则。LiveAgent用户可以设置一个触发条件和一个指令,当触发条件满足时,指令就会执行。比如,您可以设置一个规则,该规则会自动将任何包含词汇“账单”或“支付”的工单分配给账单部门。

在-LiveAgent中-创建-规则

时间规则

时间规则是有时间条件的,只在规则的时间条件被满足时才会执行。比如,您可以设置一个规则,如果客户在特定的时间(比如48个小时)内没有回复您的消息,则系统会自动追踪客户。

SLA规则

SLA规则只能应用于SLA设置并与SLA级别绑定。SLA规则的一个示例是更改Ticket的SLA级别或停止执行其他规则。

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用LiveAgent的自动化规则可以做什么?

以下情况适用自动化规则:

  • 来自电子邮件的工单被创建
  • 一张工单被创建
  • 一张工单的状态改变
  • 一张工单被转移
  • 一个离线消息小组被添加
  • 一名代理接受评分
  • 一张工单的标签改变

可以应用于规则的条件

  • 主题
  • 来源
  • 副本
  • 密件抄送
  • 工单状态
  • 创建工单(日期)
  • 工单更改(日期)
  • 工单删除
  • URL 工单开始
  • 工单优先级
  • 最后的消息
  • 指定的代理状态
  • 自定义范围
  • 工单部门
  • 分配的工单
  • 客户小组
  • 创建的邀请
  • 工单标签

可以由规则执行的指令

  • 转移工单
  • 解决工单
  • 删除工单
  • 更改工单优先级
  • 更改SLA等级
  • 标记为垃圾邮件
  • 标记为非垃圾邮件
  • 清理工单
  • 发送回复
  • 更改Ticket主题
  • 通话URL
  • 添加标签
  • 移除标签
  • 发送邮件
  • 停止其他规则
  • HTTP请求

自动化规则在实践中是什么样子的?

如果将规则应用于工单,更改将会显示在详细工单视图中(以确保对工单的处理有着明确的职责划分)。管理员和代理都可以看到激活的规则对工单所作出的更改。

规则

如何在LiveAgent中设置规则

  1. 登录到LiveAgent。
  2. 点击配置(左侧菜单栏中的齿轮图标)。

  3. 点击自动化

  4. 点击规则时间规则SLA(取决于您要创建的规则类型)。在本设置指南中,他们将如同您选择了规则一样继续

  5. 点击创建

  6. 选择状态激活复选框。

  7. 为您的规则创建名称。

  8. 可以将备注部分留空,也可以更详细地描述规则。这个字段只是为了给您带来便利。
  9. 选择一个变量。

  10. 点击添加条件组

  11. 根据您偏好选择条件。

  12. 根据您的偏好选择执行操作字段。

  13. 点击保存

规则

自动化规则的好处

减少人为错误的空间

自动化是精确的,但是人类不是。通过减少人为操作,消除任何可能导致客户、收入或声誉受损的错误。您的支持越精准,客户就越满意。

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自动化规则可以节省时间和金钱

您能想象到必须手动追踪每一张未答复的Ticket吗?这不仅是一项非常耗时的任务,而且也非常昂贵,并且压力巨大。值得庆幸的是,像LiveAgent这样的帮助台软件可以执行无数的自动化规则,这将为您的代理节省大量的时间。把重复性的工作交给我们,这样您的代理就可以把精力集中在最重要的事情上 –  培养客户关系

知识库资源

要了解更多自动化规则,请查看我们的知识库资源:

https://youtu.be/WzQQ9_O_1mE?t=1155

准备好创建自动化规则了吗?

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