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自动Ticket分配

什么是自动Ticket分配?

自动Ticket分配是帮助台的一种功能,根据预定义的规则自动分配帮助台的Ticket给支持代理。每个帮助台都有一组不同的自动Ticket分配规则,比如循环分配、全体响铃、随机分配或最大化利用率。

对话分配

为什么自动Ticket分配很重要?

自动Ticket分配可以在许多方面帮助您的客户服务团队。它可以:

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在LiveAgent中有哪些类型的自动Ticket分配方案?

LiveAgent帮助台软件有多种不同的自动Ticket分配方案,用于传入式Ticket、电话和对话。

这些自动Ticket分配方案确保您的代理总是能保持最佳的服务Ticket负荷,有轮流的班次和指定的休息时间。

LiveAgent的对话路由选项

全体响铃

全体响铃的方法能通知所有的在线代理一个新的入站式呼叫/对话,并会一直响铃直到它被接起。

最大利用率

最大利用率方法将新的对话分配给对话数量最多的代理,以保持最大的利用率。一旦客户代表没有空闲的对话时段,新的对话将被路由到下一个可用的代理处。通过这种方式,可以最大限度地增加对话代理的Ticket数量,让其他代理处理离线Ticket。

平均利用率

平均利用率方法将新传入的对话分配给对话数量最少的代理,以保持在线代理有着相同的利用率。本质上,这种自动Ticket分配方法平衡了所有可用的支持代理之间被分配的对话。

随机分配

随机分配Ticket方法是在随机的基础上来分配Ticket。该Ticket分配方式也是平均性的,随着时间的推移,可以帮助您为每个代理分配相同数量的对话。

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对话优先级

如果您愿意,您可以为特定的代理设置对话的优先级。新的对话将被分配给优先级最高的代理(1-最高,100-最低)。

自动-对话-分配-代理-优先级-LiveAgent

最大对话负荷

定义每个代理的最大对话负荷。一旦达到了最高值,新的对话将被路由到其他具有最高对话优先级的在线代理处。

最大-ticket-对话-负荷-LiveAgent

电话路由和代理优先级

电话路由有两种选择

  • 随机分配 – 入站式呼叫会被随机分配给在线代理。
  • 优先级分配 – 入站式呼叫会被分配给有着最高优先级的空闲代理。
呼叫路由

呼叫路由到个人设备

通过LiveAgent,代理可以选择将入站式呼叫路由到个人设备,比如移动电话。这使得代理能随时提供客户支持。

呼叫-路由-添加-设备-LiveAgent

如何在LiveAgent中设置自定Ticket分配

对话分配

  1. 登录到LiveAgent
  2. 点击配置(左侧菜单栏中的齿轮图标)
  3. 点击对话
  4. 点击对话设置
  5. 找到对话路由部分并选择您喜欢的分配方式
  6. 点击保存
免费-客户-管理-软件-对话-路由-LiveAgent

对话分配

  1. 登录到LiveAgent
  2. 点击配置(左侧菜单栏中的齿轮图标)
  3. 点击呼叫
  4. 点击设置
  5. 找到呼叫路由部分并选择您喜欢的分配方式
  6. 点击保存
呼叫分配设置

Ticket分配

为电子邮件、社交媒体问询知识库Ticket设置自动分配,并且可以以两种方式完成。

通过部门的Ticket分配

  1. 登录到LiveAgent
  2. 点击配置(左侧菜单栏中的齿轮图标)
  3. 点击部门
  4. 编辑现有的部门或是创建一个新的部门(如果您正在创建一个新部门,请确保选中了解决启用选项)。
  5. 点击代理并添加该部门负责解决Ticket的代理。
  6. 点击保存
  7. 比如,您可以点击TwitterTwitter账户。点击编辑并在部门部分中选择您刚刚创建的部门。可以为Viber、Facebook、Instagram、呼叫按钮、视频对话按钮、对话按钮和邀请、联系表单和邮件账户重复此步骤。
  8. 点击保存。从现在开始,任何新的Twitter Ticket都将被路由到您选择的部门,并且只对您选择的代理可见。新的Twitter的Ticket将显示在他们的解决部分。一旦代理从解决按钮打开了一张Ticket,系统将自动将该Ticket分配给他们。
解决-按钮-LiveAgent

通过代理分配Ticket

  1. 登录到LiveAgent
  2. 点击配置(左侧菜单栏中的齿轮图标)
  3. 点击代理
  4. 点击编辑创建新的代理(如果您正在创建一个新代理,请填写其个人信息并继续下一步)
  5. 点击部门并将他们添加到他们所属的部门中(在Ticket、对话和呼叫部分执行相同的操作)
  6. 点击保存
分配-代理-到-部门-LiveAgents

利用规则创建自己的工作流程

如果您想更进一步,您可以使用自动化规则来创建作为Ticket分配方法的唯一工作流程。为此,请登录LiveAgent,点击配置,选择自动化,点击规则,然后点击创建

您可以随意尝试不同的场景。说到LiveAgent的自动化,可能性是无限的。

LiveAgent自动化规则

自动Ticket分配的好处

优化解决时间和客户满意度

当Ticket在正确的时间被分配给正确的代理时,它可以对解决时间产生积极的影响,而这反过来又会直接影响到客户满意度。满意的客户是每个企业的基石,因为他们影响推荐、在线评论、口碑和销售额。因此,每一家企业都应该努力用优质的服务、快速的响应时间和个性化的方法让客户满意。

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自动Ticket分配能节省时间和金钱

您能想象到要手动来分配每张Ticket的职责吗?这不仅是一项非常耗时的任务,而且成本也非常高。值得庆幸的是,像LiveAgent这样的帮助台软件可以批量处理自动Ticket路由。把后勤工作交给我们,这样您的代理就能专注于更重要的事情 – 培养客户关系

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知识库资源

如果想了解更多关于自动Ticket路由的信息,请浏览我们的知识库资源:

https://youtu.be/3zYfDwqNj0U

准备好自动分配支持Ticket了吗?

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