{"id":477,"date":"2023-01-30T16:51:50","date_gmt":"2023-01-30T09:51:50","guid":{"rendered":"https:\/\/voicecloud.vn\/knowledgebase\/?post_type=docs&p=477"},"modified":"2024-07-08T11:47:45","modified_gmt":"2024-07-08T04:47:45","slug":"huong-dan-su-dung-mode-agent-call-center","status":"publish","type":"docs","link":"https:\/\/wiki.voicecloud.vn\/?docs=huong-dan-su-dung-mode-agent-call-center","title":{"rendered":"H\u01b0\u1edbng D\u1eabn S\u1eed D\u1ee5ng Call Center (Role Agent)"},"content":{"rendered":"\n

Login v\u00e0o h\u1ec7 th\u1ed1ng<\/strong><\/p>\n\n\n\n

\u0110\u0103ng nh\u1eadp t\u1ed5ng \u0111\u00e0i
Kh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng tr\u00ecnh duy\u1ec7t web v\u00e0o link \u0111\u0103ng nh\u1eadp t\u1ed5ng \u0111\u00e0i.
Nh\u1eadp th\u00f4ng tin “User<\/strong>” v\u00e0 “Password<\/strong>” \u0111\u00e3 \u0111\u01b0\u1ee3c cung c\u1ea5p.
Ch\u1ecdn Login<\/strong>.<\/p>\n\n\n

\n
\"\"<\/figure><\/div>\n\n\n

Agent incoming (Pop-Up)<\/h1>\n\n\n\n

Nh\u00f3m Tr\u1ef1c nh\u1eadn cu\u1ed9c g\u1ecdi, kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn Pop-Up<\/strong> s\u1ebd hi\u1ec3n th\u1ecb, Agent<\/strong> ghi nh\u1eadn th\u00f4ng tin v\u00e0 kh\u1edfi t\u1ea1o “Tickets”<\/strong>.<\/p>\n\n\n

\n
\"\"<\/figure><\/div>\n\n\n
    \n
  • Call in information<\/strong>: Th\u00f4ng tin t\u00ean, s\u1ed1 \u0111i\u1ec7n tho\u1ea1i kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n
  • History<\/strong>: L\u1ecbch s\u1eed cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n\n\n\n
  • Create Ticket<\/strong>: T\u1ea1o ticket theo format.<\/li>\n<\/ul>\n\n\n\n

    T\u1ea1o tickets<\/strong><\/p>\n\n\n

    \n
    \"\"<\/figure><\/div>\n\n\n

    <\/span><\/p>\n\n\n

    \n
    \"\"<\/figure><\/div>\n\n\n

    Nh\u1eadp c\u00e1c th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea1ng th\u00e1i c\u1ee7a tickets:<\/p>\n\n\n\n

      \n
    • Title<\/strong> : ti\u00eau \u0111\u1ec1 ticket<\/li>\n\n\n\n
    • Phone<\/strong><\/li>\n\n\n\n
    • Email<\/strong><\/li>\n\n\n\n
    • Status<\/strong>: tr\u1ea1ng th\u00e1i ticket : m\u1edf, \u0111\u00f3ng,..<\/li>\n\n\n\n
    • Content<\/strong> : n\u1ed9i dung<\/li>\n\n\n\n
    • Note<\/strong>: ghi ch\u00fa<\/li>\n<\/ul>\n\n\n\n

      \u0110\u00f3ng tickets<\/strong><\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      Click v\u00e0o t\u00ean Kh\u00e1ch H\u00e0ng<\/strong>.<\/span><\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      Thay \u0111\u1ed5i tr\u1ea1ng th\u00e1i c\u1ee7a “Tickets”<\/strong> –> “Status<\/strong>“<\/p>\n\n\n\n

      Note: ghi nh\u1eadn l\u1ea1i th\u00f4ng tin sau khi \u0111\u00f3ng ticket.<\/p>\n\n\n\n

      Agent Outgoing Contacts \u2013 Click2Call<\/h1>\n\n\n\n

      Nh\u00f3m tr\u1ef1c g\u1ecdi cho kh\u00e1ch h\u00e0ng theo “Contacts”<\/strong> s\u1eb5n c\u00f3.<\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      Ch\u1ecdn “Contacts”<\/strong><\/p>\n\n\n\n

      Click v\u00e0o s\u1ed1 phone kh\u00e1ch h\u00e0ng c\u1ea7n g\u1ecdi<\/p>\n\n\n\n

      Sau khi “Click<\/strong>” tr\u00ean Softphone<\/strong> s\u1ebd hi\u1ec7n ph\u1ea7n “click2call<\/strong>” b\u1ea5m \u0111\u1ec3 g\u1ecdi \u0111i.<\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      H\u1ec7 th\u1ed1ng s\u1ebd kh\u1edfi t\u1ea1o Ticket<\/strong>
      \u0110i\u1ec1n th\u00f4ng tin kh\u00e1ch h\u00e0ng, tr\u1ea1ng th\u00e1i Tickets<\/strong>
      “Save changes<\/strong>” l\u01b0u l\u1ea1i ticket<\/p>\n\n\n\n

      T\u1ea1o tickets<\/strong><\/p>\n\n\n\n

      Ch\u1ecdn “General”<\/strong> –> “Tickets”<\/strong> –> “Add New<\/strong>“<\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      <\/span><\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      Nh\u1eadp c\u00e1c th\u00f4ng tin kh\u00e1ch h\u00e0ng v\u00e0 tr\u1ea1ng th\u00e1i c\u1ee7a tickets:<\/p>\n\n\n\n

        \n
      • Title<\/strong>: ti\u00eau \u0111\u1ec1 ticket<\/li>\n\n\n\n
      • Phone<\/strong>:<\/li>\n\n\n\n
      • Email<\/strong>:<\/li>\n\n\n\n
      • Status<\/strong>: tr\u1ea1ng th\u00e1i ticket : m\u1edf, \u0111\u00f3ng,..<\/li>\n\n\n\n
      • Content<\/strong>: n\u1ed9i dung<\/li>\n\n\n\n
      • Note<\/strong>: ghi ch\u00fa<\/li>\n<\/ul>\n\n\n\n

        \u0110\u00f3ng tickets<\/strong><\/p>\n\n\n\n

        Click v\u00e0o t\u00ean “Kh\u00e1ch H\u00e0ng<\/strong>“<\/p>\n\n\n

        \n
        \"\"<\/figure><\/div>\n\n\n

        Thay \u0111\u1ed5i tr\u1ea1ng th\u00e1i c\u1ee7a “Tickets<\/strong>” –> “Status<\/strong>“<\/p>\n\n\n

        \n
        \"\"<\/figure><\/div>\n\n\n

        Note<\/strong>: ghi nh\u1eadn l\u1ea1i th\u00f4ng tin sau khi \u0111\u00f3ng ticket.<\/p>\n\n\n\n

        M\u1ecdi th\u1eafc m\u1eafc trong qu\u00e1 tr\u00ecnh th\u1ef1c hi\u1ec7n, kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 g\u1ecdi \u0111\u1ebfn hotline 1900.2028 b\u1ea5m ph\u00edm 1 \u0111\u1ec3 g\u1eb7p h\u1ed7 tr\u1ee3 k\u1ef9 thu\u1eadt.<\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

        Login v\u00e0o h\u1ec7 th\u1ed1ng \u0110\u0103ng nh\u1eadp t\u1ed5ng \u0111\u00e0iKh\u00e1ch h\u00e0ng s\u1eed d\u1ee5ng tr\u00ecnh duy\u1ec7t web v\u00e0o link \u0111\u0103ng nh\u1eadp t\u1ed5ng \u0111\u00e0i.Nh\u1eadp th\u00f4ng tin “User” v\u00e0 “Password” \u0111\u00e3 \u0111\u01b0\u1ee3c cung c\u1ea5p.Ch\u1ecdn Login. Agent incoming (Pop-Up) Nh\u00f3m Tr\u1ef1c nh\u1eadn cu\u1ed9c g\u1ecdi, kh\u00e1ch h\u00e0ng g\u1ecdi \u0111\u1ebfn Pop-Up s\u1ebd hi\u1ec3n th\u1ecb, Agent ghi nh\u1eadn th\u00f4ng tin v\u00e0 kh\u1edfi t\u1ea1o “Tickets”. […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"ub_ctt_via":""},"doc_category":[10],"doc_tag":[],"_links":{"self":[{"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=\/wp\/v2\/docs\/477"}],"collection":[{"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=477"}],"version-history":[{"count":48,"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=\/wp\/v2\/docs\/477\/revisions"}],"predecessor-version":[{"id":1537,"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=\/wp\/v2\/docs\/477\/revisions\/1537"}],"wp:attachment":[{"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=477"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fdoc_category&post=477"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/wiki.voicecloud.vn\/index.php?rest_route=%2Fwp%2Fv2%2Fdoc_tag&post=477"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}