didong
/
owl-admin


			
				
					
						
						
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      <title>客服管理</title>
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<h1 id="saas端-客服管理功能描述">SAAS端-客服管理功能描述 </h1>
<h2 id="客服管理-客服账号管理">客服管理-客服账号管理 </h2>
<h3 id="展示字段">展示字段 </h3>
<table>
<thead>
<tr>
<th>字段名</th>
<th>字段类型</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>客服列表</td>
<td>表格</td>
<td>客服人员列表</td>
</tr>
<tr>
<td>客服工号</td>
<td>文本</td>
<td>客服唯一标识</td>
</tr>
<tr>
<td>客服姓名</td>
<td>文本</td>
<td>客服真实姓名</td>
</tr>
<tr>
<td>联系方式</td>
<td>文本</td>
<td>手机号/邮箱</td>
</tr>
<tr>
<td>所属部门</td>
<td>选择框</td>
<td>客服所属部门</td>
</tr>
<tr>
<td>工作状态</td>
<td>状态标签</td>
<td>在线/离线/忙碌</td>
</tr>
<tr>
<td>接待统计</td>
<td>数值</td>
<td>接待量统计</td>
</tr>
<tr>
<td>满意度</td>
<td>评分</td>
<td>服务满意度评分</td>
</tr>
<tr>
<td>账号状态</td>
<td>状态标签</td>
<td>启用/禁用状态</td>
</tr>
</tbody>
</table>
<h3 id="操作按钮">操作按钮 </h3>
<h4 id="1-新增客服">1. 新增客服 </h4>
<table>
<thead>
<tr>
<th>操作</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>前置校验</td>
<td>1. 是否有创建权限<br>2. 工号是否重复<br>3. 部门是否存在</td>
</tr>
<tr>
<td>业务逻辑</td>
<td>1. 创建客服账号<br>2. 设置初始密码<br>3. 分配权限角色</td>
</tr>
<tr>
<td>后续处理</td>
<td>1. 发送账号信息<br>2. 记录创建日志<br>3. 安排岗前培训</td>
</tr>
</tbody>
</table>
<h4 id="2-状态管理">2. 状态管理 </h4>
<table>
<thead>
<tr>
<th>操作</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>前置校验</td>
<td>1. 是否有管理权限<br>2. 是否有在处理工单<br>3. 是否在工作时间</td>
</tr>
<tr>
<td>业务逻辑</td>
<td>1. 更新工作状态<br>2. 调整接待分配<br>3. 记录状态变更</td>
</tr>
<tr>
<td>监控预警</td>
<td>1. 异常状态预警<br>2. 工作量监控<br>3. 状态变更通知</td>
</tr>
</tbody>
</table>
<h2 id="客服管理-工单分配规则">客服管理-工单分配规则 </h2>
<h3 id="展示字段-1">展示字段 </h3>
<table>
<thead>
<tr>
<th>字段名</th>
<th>字段类型</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>规则列表</td>
<td>表格</td>
<td>分配规则列表</td>
</tr>
<tr>
<td>规则名称</td>
<td>文本</td>
<td>规则显示名称</td>
</tr>
<tr>
<td>规则类型</td>
<td>标签</td>
<td>自动/手动分配</td>
</tr>
<tr>
<td>优先级</td>
<td>数值</td>
<td>规则优先级</td>
</tr>
<tr>
<td>分配对象</td>
<td>多选框</td>
<td>适用客服组</td>
</tr>
<tr>
<td>工单类型</td>
<td>多选框</td>
<td>适用工单类型</td>
</tr>
<tr>
<td>分配策略</td>
<td>选择框</td>
<td>轮询/能力优先等</td>
</tr>
<tr>
<td>生效时间</td>
<td>时间范围</td>
<td>规则生效时间</td>
</tr>
<tr>
<td>规则状态</td>
<td>状态标签</td>
<td>启用/禁用状态</td>
</tr>
</tbody>
</table>
<h3 id="操作按钮-1">操作按钮 </h3>
<h4 id="1-新增规则">1. 新增规则 </h4>
<table>
<thead>
<tr>
<th>操作</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>前置校验</td>
<td>1. 是否有配置权限<br>2. 规则是否冲突<br>3. 优先级是否合理</td>
</tr>
<tr>
<td>业务逻辑</td>
<td>1. 创建分配规则<br>2. 设置生效条件<br>3. 配置分配策略</td>
</tr>
<tr>
<td>后续处理</td>
<td>1. 规则测试验证<br>2. 同步到系统<br>3. 通知相关方</td>
</tr>
</tbody>
</table>
<h4 id="2-规则调整">2. 规则调整 </h4>
<table>
<thead>
<tr>
<th>操作</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>前置校验</td>
<td>1. 是否可修改<br>2. 是否影响现有工单<br>3. 调整是否合理</td>
</tr>
<tr>
<td>业务逻辑</td>
<td>1. 更新规则配置<br>2. 设置过渡策略<br>3. 记录调整原因</td>
</tr>
<tr>
<td>效果分析</td>
<td>1. 分配均衡度<br>2. 客服工作量<br>3. 响应时效性</td>
</tr>
</tbody>
</table>
<h2 id="客服管理-服务质量监控">客服管理-服务质量监控 </h2>
<h3 id="展示字段-2">展示字段 </h3>
<table>
<thead>
<tr>
<th>字段名</th>
<th>字段类型</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>质量指标</td>
<td>仪表盘</td>
<td>服务质量指标</td>
</tr>
<tr>
<td>响应时效</td>
<td>统计图</td>
<td>工单响应时间</td>
</tr>
<tr>
<td>处理时效</td>
<td>统计图</td>
<td>工单处理时间</td>
</tr>
<tr>
<td>满意度评分</td>
<td>评分卡</td>
<td>用户评价得分</td>
</tr>
<tr>
<td>解决率</td>
<td>百分比</td>
<td>问题解决率</td>
</tr>
<tr>
<td>投诉率</td>
<td>百分比</td>
<td>服务投诉率</td>
</tr>
<tr>
<td>客服排名</td>
<td>列表</td>
<td>客服绩效排名</td>
</tr>
<tr>
<td>问题分布</td>
<td>饼图</td>
<td>工单类型分布</td>
</tr>
</tbody>
</table>
<h3 id="操作按钮-2">操作按钮 </h3>
<h4 id="1-质量分析">1. 质量分析 </h4>
<table>
<thead>
<tr>
<th>操作</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>分析维度</td>
<td>1. 时间维度分析<br>2. 客服维度分析<br>3. 问题维度分析</td>
</tr>
<tr>
<td>业务逻辑</td>
<td>1. 收集服务数据<br>2. 生成分析报告<br>3. 提出改进建议</td>
</tr>
<tr>
<td>预警处理</td>
<td>1. 质量指标预警<br>2. 异常情况干预<br>3. 持续跟进改进</td>
</tr>
</tbody>
</table>
<h4 id="2-绩效评估">2. 绩效评估 </h4>
<table>
<thead>
<tr>
<th>操作</th>
<th>说明</th>
</tr>
</thead>
<tbody>
<tr>
<td>评估维度</td>
<td>1. 工作量评估<br>2. 质量评估<br>3. 效率评估<br>4. 满意度评估</td>
</tr>
<tr>
<td>业务逻辑</td>
<td>1. 计算绩效得分<br>2. 生成评估报告<br>3. 制定改进计划</td>
</tr>
<tr>
<td>结果应用</td>
<td>1. 绩效奖惩<br>2. 培训计划<br>3. 晋升依据</td>
</tr>
</tbody>
</table>

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