webex Iphothali Yokuphatha Ilungiselela Imigqa Yezingcingo
Ikhaya | Administrator Guides | Iphothali Yokuphatha – Ilungiselela Ulayini Wezingcingo Ukusetha Ulayini WezingcingoIzikhombe Izinombolo Zolunye ulimiIzilungiselelo zomugqa wolimiWamukelekile Umlayezo Wokulinda Olinganiselwe Ngezingcingo EzikumugqaUmyalezo WokududuzaBamba UmculoUkushayela UmzilaIzingcingo Ezihlaziywe Izingcingo Ezikhalayo Ezihlukile.
Imigqa Yezingcingo
- Olayini bezingcingo babamba izingcingo okwesikhashana emafini lapho bonke abasebenzisi (abasebenzeli) ababelwe ukwamukela amakholi avela kulayini bengatholakali.
- Amakholi afakwe kulayini adluliselwa kumenzeli otholakalayo uma engasekho ocingweni olusebenzayo.
- Ulayini ngamunye wekholi unikezwe Inombolo Eholayo, okuyinombolo yocingo ngaphandle abafonayo abangadayela ukuze bafinyelele abasebenzisi abanikezwe umugqa wekholi.
- Imigqa yezingcingo iphinde inikezwe inombolo yangaphakathi yesandiso, engashayelwa ngaphakathi ukuze kufinyelelwe kubasebenzisi abanikezwe umugqa wekholi.
Isetha Umugqa Wezingcingo
Izingcingo ezingenayo
Ngaphambi kokusebenzisa Umugqa Wezingcingo, umlawuli wesayithi kufanele asethe isici. Landela izinyathelo ezinemininingwane engezansi ukuze ulungiselele noma uhlele isici.
- Ngena kuphothali yomqondisi.
- Khetha Amasevisi Athuthukile ekuzuleni kwesokunxele.
- Khetha Imigqa Yezingcingo
- Thola Umugqa Wezingcingo ofuna ukukulungisa bese ukhetha imenyu yokudonsela phansi Izenzo.
- Khetha Isevisi Yokuhlela .
- Bese ulungisa imininingwane Yocingo Olungenayo.
- Igama Lomugqa Wezingcingo- Leli igama elichazwayo Lomugqa Wezingcingo elibonakala ohlwini Lolayini Bezingcingo. Ngokuzenzakalelayo, Umugqa Wezingcingo unikezwa inombolo yocingo eholayo njengegama. Ingase ishintshwe ukuze inikeze ilebula enengqondo kakhudlwana. Lena inkambu edingekayo.
- Isekela kusuka kuzinhlamvu ezi-1 kuye kwezingama-30.
- Inombolo- Lena inombolo eholayo echazwe kumugqa wezingcingo. (Uma ungathanda ukushintsha le nombolo noma ngasiphi isikhathi, yiya kuthebhu ethi Izinombolo kumenyu engakwesokunxele sokuzulazula. Thola inombolo bese ukhetha imenyu yezinketho. Khetha okuthi UnganikeziIsevisi.
- Isandiso- Ibonisa inombolo yesandiso Yomugqa Wezingcingo. Lokhu kungafinyelelwa abasebenzisi ku-Enterprise ukuze bashayele i-Hunt Group. Ngokuzenzakalelayo, inombolo yesandiso iyizinombolo ezine zokugcina zenombolo yocingo eholayo. Lena inkambu edingekayo. Isekela kusuka kumadijithi angu-2 kuye kwayisi-6.
- I-ID Yomshayeli- Faka ilebula ezokhonjiswa kubenzeli bomugqa wezingcingo njengengxenye ye-ID yofonayo ezingcingweni ezingenayo kulayini. I-ID yofonayo izobonisa igama le-ID yofonayo nenombolo. Lena inkambu edingekayo. Isekela kusuka kuzinhlamvu ezi-1 kuye kwezingu-30.
- Okulandelayo, khetha inkinobho ethi Hlela Ukudlulisela Izingcingo uma ungathanda ukudlulisela i-CallQueue yakho enombolweni yocingo ehlukile. Izinketho zifaka:
- Ungadluliseli– Uma kukhethiwe, izingcingo ngeke zidluliselwe kwenye inombolo.
- Ukudlulisela Izingcingo Njalo- Uma kukhethiwe, zonke izingcingo zizodluliselwa enombolweni oyisho ku-*Dlulisela enkundleni.
- Ukukhetha Ukudlulisela Izingcingo- Uma kukhethiwe, izingcingo zizodluliselwa enanini elishiwo lezikhathi ezithile. Uma Ukukhetha Ukudlulisa Ucingo kuvuliwe, uzohanjiswa ekhasini Lemininingwane Ekhethiwe Yokudlulisa Ucingo ukuze ubonise;
- Isiphi isikhathi neshejuli yeholide ongathanda ukuyisebenzisa?
- Iyiphi inombolo ongadlulisela kuyo phakathi nalawo mashejuli?
- Futhi uma ungathanda kuphela izingcingo ezivela ezinombolweni ezithile ukuba zidluliselwe phambili enombolweni oyibonisayo.
Ezinye Izinombolo
Enye inketho Izinombolo Ezihlukile. Ungabela izinombolo zefoni eziningi noma izandiso Emugqeni Wezingcingo. Inombolo ngayinye izofinyelela ukubingelela okufanayo futhi imenyu ngayinye izosebenza ngokufana nenombolo eyinhloko. I-Alternate Numbers inketho ikuvumela ukuthi ube nezinombolo zocingo ezifika kweziyishumi (10) emugqeni wezingcingo.
- Ukwengeza enye inombolo, sesha inombolo ongathanda ukuyengeza kunkambu yokusesha ye-FindPhone Number.
- Khetha Gcina ukuze ulondoloze izinguquko zakho.
Ulimi
- Kuthebhu yolimi yekhasi lokuhlela umugqa wezingcingo, ungakhetha ulimi ongathanda ukukunikeza izimemezelo ezilalelwayo zomugqa wezingcingo.
Izilungiselelo zomugqa
Usayizi womugqa umelela inombolo yamakholi angabanjwa kulayini ngaphambi kokuthi kuqaliswe inqubomgomo yokuchichima. Ngenkathi izingcingo zibanjwa kulayini, abafonayo bezwa izimemezelo ezimisiwe.
- Faka inombolo yamakholi ozowafaka kulayini ngaphambi kokuthi kuqaliswe izilungiselelo zokuchichima. Okwesiboneloampfuthi, uma usayizi womugqa usethelwe ku-20, ofonayo wama-21 uzothunyelwa kunketho elungisiwe Yezilungiselelo Zokugeleza Okuchichimayo.
- Hlola ukukhala kwe-Google Play uma unikeza abafonayo ucingo ukuze bezwe ukukhala lapho ikholi yabo ilethwa kumsebenzisi otholakalayo. Uma ivaliwe, abafonayo bezwa inketho Yomculo Ulindile kuze kube ucingo luphendulwa umsebenzisi.
- Okulandelayo, lungiselela Izilungiselelo Zichichima. Ukwelashwa kokuchichima kusetshenziswa ezingcingweni lapho ulayini ufinyelela umkhawulo wawo omisiwe noma lapho abafonayo bekulayini isikhathi esibekiwe. Khetha indlela yokwelapha lapho izingcingo ezichichimayo kufanele zihanjiswe khona. Kumenyu yokudonsela phansi, khetha okukodwa kokulandelayo:
- Yenza ukwelashwa okumatasa - Oshaya ucingo uzwa ithoni ematasatasa.
- Dlala ukukhala kuze kube yilapho ofonayo evala ucingo - Ofonayo uzwa ukukhala aze anqamule.
- Dlulisela enombolweni yocingo - Faka inombolo ofuna ukudlulisa kuyo izingcingo ezichichimayo. Lesi kungaba isandiso ngaphakathi kwanoma iyiphi isayithi noma inombolo yangaphandle.
- Hlola izingcingo zikaMark ngemva kwesikhathi sokulinda kolayini (ongakukhetha) ukuze usebenzise ukwelashwa okuchichimayo ezingcingweni ezikumugqa ngemva kwesikhathi esithile. Uma inikwe amandla, faka inani lesikhathi ngamasekhondi. Uma inombolo enkulu yamakholi afakwe kulayini ifinyelelwa, ucingo olulandelayo oluzokwethulwa kulayini luphathwa ngezilungiselelo zokuchichima.
- Hlola isimemezelo se-Google Play ngaphambi kokucubungula okuchichimayo (ongakukhetha). Uma kukhethiwe, yabela isimemezelo file ukudlala ngaphambi kokuba ucingo luthunyelwe ekwelashweni okuchichimayo.
- Khetha Gcina ukuze ulondoloze izinguquko zakho.
Umlayezo Wokwamukela
Umlayezo Wokwamukela isethingi yesimemezelo yomlayezo wokuqala lowo ofonayo awuzwayo lapho efona Emugqeni Wokushaya. Ukuze ulungiselele umlayezo wokwamukela, landela lezi zinyathelo:
- Ekhasini Lezilungiselelo Zomugqa, khetha ukuguqula ukuze unike amandla umlayezo wokwamukela.
- Hlola ukuthi umlayezo Wokwamukela uyadingeka, uma ungathanda ukuthi umlayezo Wokwamukela udlalwe kubo bonke abafonayo ngaphambi kokuthi uthunyelwe kumenzeli noma ubekwe emgqeni lapho ama-ejenti engatholakali. Qaphela: Lo mlayezo ngeke udlale uma usayizi womugqa usethelwe ku-0.
- Nikeza uhlobo lomlayezo kusevisi. Imilayezo yokwamukela ingalungiswa ngomlayezo wesistimu ozenzakalelayo noma yenziwe ngendlela oyifisayo.
- Okuzenzakalelayo - Isimemezelo esizenzakalelayo esilungiselelwe uhlelo lwakho siyadlalwa.
- Ngokwezifiso - Layisha isimemezelo sangokwezifiso file. Kungagcinwa izimemezelo ezifika kwezine. Uma izimemezelo eziningi zigcinwa, zidlalwa ngohlelo olusohlwini.
Isilinganiso sokulinda umlayezo wezingcingo ezikulayini
Isimemezelo sokulinda sinikeza umlayezo kwabafonayo ubanikeza inkomba yokuthi bazohlala isikhathi esingakanani emgqeni ngaphambi kokuba ucingo lwabo luphendulwe. Izinketho ezimbili zokulinda ziyatholakala: Memezela Isimo Somugqa noma Memezela Isikhathi Sokulinda. Ukuze ulungiselele, landela lezi zinyathelo:
- Ekhasini Lezilungiselelo Zomugqa, khetha ukuguqula ukuze unike amandla umlayezo wokulinda olinganiselwe wezingcingo ezikulayini.
- Faka Isikhathi Sokuphatha Esizenzakalelayo ngamaminithi. Khetha amaminithi amaningi ukusuka ku-1 kuye ku-100. Lesi yisikhathi sokulinda esimenyezelwe kwabafonayo lapho isistimu ingenamakholi anele ukubala isilinganiso sesikhathi sokulinda lapho kukhethwa inketho yokulinda.
- Hlola okuthi Dlala umlayezo wevolumu ephezulu uma ungathanda ukuthi umlayezo wesistimu ozenzakalelayo udlalwe kwabafonayo abafinyelele ubuningi besimo noma imizuzu echazwe esigabeni esilandelayo.
- Khetha noma Ukuma Komugqa noma Isikhathi Sokulinda.
Memezela Isikhundla Somugqa - Le nketho isetha isimemezelo sokulinda ukuze sinikeze ofonayo isikhundla sakhe kulayini ukuze azi ngenani labafonayo abalindele ukuthunyelwa kumenzeli ongaphambi kwabo.
Memezela Isikhathi Sokulinda - Le nketho isetha isimemezelo sokulinda ukuze inikeze oshaya ucingo inani lamaminithi alinganiselwe azowalinda emgqeni ngaphambi kokuba ucingo lwakhe luphendulwe. - Khetha Gcina ukuze ulondoloze izinguquko zakho.
Umlayezo Wokududuza
Isimemezelo sidlalwa ngemva komlayezo wokungena nangaphambi komculo omisiwe. Lesi yisimemezelo sangokwezifiso esidlala ulwazi olufana namaphromoshini amanje noma ulwazi olumayelana nemikhiqizo namasevisi. Faka isikhathi phakathi kwemilayezo yokunethezeka bese ukhetha isimemezelo esimisiwe noma esingokwezifiso. Ukuze ulungiselele, landela lezi zinyathelo:
- Ekhasini Lezilungiselelo Zomugqa, khetha ukuguqula ukuze unike amandla umlayezo wokunethezeka.
- Khetha Isikhathi phakathi kwemiyalezo yokunethezeka bese ufaka isikhathi ngemizuzwana esichaza isikhawu sokudlala somlayezo we-Comfort.
- Khetha uhlobo olulodwa lwezimemezelo.
- Okuzenzakalelayo - Isimemezelo esizenzakalelayo esigcinelwe isistimu yakho sizodlalwa.
- Ngokwezifiso - Layisha isimemezelo sangokwezifiso file. Kungagcinwa izimemezelo ezifika kwezine. Uma imilayezo eminingi igcinwa, idlalwa ngohlelo olusohlwini.
- Khetha Gcina ukuze ulondoloze izinguquko zakho.
Bamba Umculo
Lokhu kulungiselela umculo ulindile kwabafonayo abalindile Emugqeni Wezingcingo. Umculo osabambile udlala ngemva komyalezo Wokungena, uma kuvulwe, naphakathi kwemilayezo ye-Comfort, uma ivuliwe. Uma zingekho izimemezelo zokungena noma zokunethezeka ezinikwe amandla, umculo uzodlala kuze kube yilapho ofonayo ethunyelwa kumenzeli, ethunyelwa ekwelapheni okuchichimayo noma evala ucingo. Ukuze ulungiselele, landela lezi zinyathelo:
- Ekhasini Lezilungiselelo Zomugqa, khetha ukuguqula ukuze unike amandla okuthi Bamba Umculo.
- Khetha eyodwa yezinhlobo zesimemezelo/zomculo.
- Okuzenzakalelayo - Isimemezelo esizenzakalelayo esigcinelwe isistimu yakho sizodlalwa.
- Ngokwezifiso - Layisha isimemezelo sangokwezifiso file. Kungagcinwa izimemezelo ezifika kwezine. Uma imilayezo eminingi igcinwa, idlalwa ngohlelo olusohlwini.
- Khetha Gcina ukuze ulondoloze izinguquko zakho.
Call Routing
Kuthebhu ethi Umzila Wezingcingo, ngaphansi kokuthi Ufuna ukuthi amafoni akho akhale kanjani?, unganquma indlela izingcingo ezilethwa ngayo kubasebenzisi abanikezwe Umugqa Wezingcingo. Khetha kulokhu okulandelayo:
- Kanye Kanye – Uma ucingo olungenayo lwamukelwe, wonke ama-ejenti akhala kanyekanye.
- Ngamunye ngesikhathi - Ama-Rings agents ngamunye ngesikhathi. Uma ukhetha le nketho, khetha ukuthi ufuna ukuthi amakholi asatshalaliswe kanjani. Khetha kulokhu okulandelayo:
- Phezulu Phansi – Khalisa ama-ejenti eyodwa ngesikhathi, njalo uqale nge-ejenti efanayo futhi ikhale ngokulandelana okufanayo. I-ejenti elungiselelwe phezulu ohlwini "Yabelwe" izokhala kuqala, ilandelwe ama-ejenti abhalwe ngezansi, ngokulandelana.
- Isiyingi - Khalisa ama-ejenti ngamunye ngesikhathi, uwakhalise njalo ngokulandelana kwawo. Ukuhleleka kwama-ejenti ohlwini “Olwabelwe” lumelela uhlelo lapho amafoni e-ejenti azokhala ngawo, aqale ngomuntu olandela umenzeli wokugcina othola ucingo oluvela Emugqeni Wocingo.
- Ukungenzi lutho Okude Kakhulu - Khalisa umenzeli obengenzi lutho (okungukuthi, hhayi ocingweni olufakwe kulayini) isikhathi eside kakhulu.
- Isisindo - Izingcingo zomzila eziya kuma-ejenti ngokusekelwe esisindweni esisilungiselelwe ngaphambili
(amaphesentitage) izabelo. Uma le nketho ikhethiwe, kufanele unikeze izisindo kuma-ejenti. Chofoza okuthi Setha Iphesenti Elinesisindotages. Sebenzisa isilayidi ukuze unikeze iphesentitages. Iphesentitages kumele ilingane no-100%. Abenzeli abanikezwe isisindo esingu-0% bazothola amakholi kuphela uma bonke abanye abasebenzisi bematasa.
Izingcingo ezibhampisiwe
Izingcingo ezibhayisiwe yilezo ezithunyelwe kumenzeli otholakalayo, kodwa i-ejenti ayiphenduli.
- Hlola izingcingo ezibhayisiwe njengezibhayisiwe emva kokusetha inombolo yezindandatho ukuze ulungise inani lezindandatho ezizwiwa ofonayo ngaphambi kokuba ucingo lushaywe. Bese ufaka inombolo yezindandatho.
- Hlola i-Bounce uma i-ejenti ingatholakali ukuze ishaye ucingo oluthunyelwa kumenzeli uma ishintshela esimweni esingatholakali ngenkathi ucingo lusendleleni.
- Hlola Isexwayiso uma ucingo lubanjiwe ngesikhathi esimisiwe sokulinda ukuze wazise i-ejenti uma ucingo abalutholile luvela kulayini lubanjwe isikhathi eside kunesikhathi esimisiwe. Faka isikhathi ngemizuzwana.
- Hlola i-Bounce uma ibanjiwe ngesikhathi esimisiwe sokulinda ukuze ushaye ucingo ku-ejenti uma ofonayo ebanjwe yi-ejenti isikhathi eside kunesikhathi esimisiwe. Faka isikhathi ngemizuzwana.
Ukukhala Okuhlukile
Ukukhala okuhlukile kunikeza enye iringithoni kumenzeli wezingcingo zomugqa wezingcingo. Lokhu kuvumela i-ejenti ukuthi ibone kalula ikholi njengocingo oluqondile noma ucingo lomugqa ngethoni ezwakalayo. Ukuze unike amandla, hlola okuthi Nika amandla Indandatho Ehlukile. Okulandelayo, khetha iphethini yokukhala ehlukile kumenyu yokudonsela phansi.
Ukwaba ama-ejenti
Lezi zilungiselelo zisebenza kuma-ejenti abelwe ulayini wezingcingo futhi angalungiswa kuthebhu yama-Agent ekhasini elithi Hlela Imigqa Yezingcingo.
Vumela izingcingo eziningi ngomenzeli ngamunye - Thikha leli bhokisi ukuze wethule ama-agent amakholi amaningi abekwe kulayini ngisho noma usocingweni olusebenzayo olutholwe kulayini. Ngokuzenzakalelayo, lesi sici sicishiwe futhi amakholi afakwa kulayini kuze kube yilapho umenzeli enqamula ocingweni lwamanje.
- Ukuze unikeze umenzeli, khetha umenzeli kumenyu yokudonsela phansi ethi Thola futhi Unikeze.
- Ukuze uyeke ukunikeza, khetha okuthi X eduze komsebenzisi ongathanda ukumyeka.
- Khetha Gcina ukuze ulondoloze izilungiselelo zakho.
Ukubika
Kuya view Imibiko ku-Call Queue, landela lezi zinyathelo:
- Khetha ithebhu yokubika bese ufaka idethi yebanga ledethi ofisa ukukhipha umbiko kuyo.
- Khetha Run Report.
- Khetha Gcina ukuze ulondoloze izilungiselelo zakho.
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webex Iphothali Yokuphatha Ilungiselela Imigqa Yezingcingo [pdf] Iziyalezo Iphothali Yomlawuli Ilungiselela Ulayini Wezingcingo, Ukulungisa Imigqa Yezingcingo, Ulayini Wezingcingo, Ulayini |