{"id":1088,"date":"2018-02-24T23:56:45","date_gmt":"2018-02-24T15:56:45","guid":{"rendered":"http:\/\/www.ponybai.com\/?p=1088"},"modified":"2018-02-24T23:56:45","modified_gmt":"2018-02-24T15:56:45","slug":"omni-channel%e5%9f%ba%e7%a1%80%ef%bc%883%ef%bc%89%e8%87%aa%e5%ae%9a%e4%b9%89","status":"publish","type":"post","link":"http:\/\/www.ponybai.com\/?p=1088","title":{"rendered":"Omni-Channel\u57fa\u7840\uff083\uff09\u81ea\u5b9a\u4e49"},"content":{"rendered":"<div class=\"trailhead-unit-header-container affix\">\n<div class=\"trailhead-unit-header\">\n<div class=\"next\"><span style=\"font-size: 29px; font-weight: bold;\">\u5b66\u4e60\u76ee\u6807<\/span><\/div>\n<\/div>\n<\/div>\n<div class=\"th-bg--light\">\n<div class=\"container-fluid unit-content-container\">\n<div class=\"row-fluid padding-xxl\">\n<div class=\"span9\">\n<div class=\"unit-content\">\n<div class=\"nested0\">\n<div class=\"body\">\n<div 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id=\"service_omnichannel_customization_live_agent\" class=\"topic nested1\" lang=\"en-us\" xml:lang=\"en-us\">\n<h3 id=\"Tdxn4tBK-heading9\" class=\"helpHead3\"><span id=\"topic-title\" class=\"ph\">7.\u4f7f\u7528\u5168\u5411\u901a\u9053\u8def\u7531Live Agent\u804a\u5929<\/span><\/h3>\n<div class=\"body\">\n<p>\u5982\u679c\u60a8\u540c\u65f6\u4f7f\u7528Live Agent\u548cOmni-Channel\uff0c\u5219\u53ef\u4ee5\u901a\u8fc7\u5168\u5411\u901a\u9053\u961f\u5217\u8def\u7531\u6240\u6709\u5185\u5bb9\u3002\u53ea\u9700\u4e3a\u60a8\u7684\u804a\u5929\u6309\u94ae\u9009\u62e9\u8def\u7531\u7c7b\u578bOmni\uff0c\u7136\u540e\u9009\u62e9\u8981\u4f7f\u7528\u7684\u804a\u5929\u961f\u5217\u3002<\/p>\n<p>\u4e3a\u4ec0\u4e48\u8fd9\u6837\u505a\uff1f\u5b83\u63d0\u4f9b\u7edf\u4e00\u7684\u5ea7\u5e2d\u4f53\u9a8c\uff0c\u878d\u5408\u7684\u547c\u53eb\u4e2d\u5fc3\uff0c\u4ee5\u53ca\u76f8\u4e92\u4e4b\u95f4\u4ee5\u53ca\u4e0e\u5176\u4ed6\u5168\u6e20\u9053\u5de5\u4f5c\u7684\u4f18\u5148\u6b21\u5e8f\u548c\u5927\u5c0f\u7684\u804a\u5929\u529f\u80fd\u3002 Plus\u4ee3\u7406\u76d1\u7763\u4eba\u5458\u53ef\u4ee5\u83b7\u5f97\u4e0eOmni-Channel Supervisor\u4e00\u8d77\u5de5\u4f5c\u7684\u5b9e\u65f6\u6570\u636e\u3002<\/p>\n<p class=\"p\">\u4ec0\u4e48\u662f\u5168\u6e20\u9053\u4e3b\u7ba1\uff1f\u7d27\u7d27\u7684 &#8211; \u6211\u4eec\u5728\u4e0b\u4e00\u4e2a\u5355\u5143\u4e2d\u8c08\u8bba\u5b83\u3002\u73b0\u5728\uff0c\u8ba9\u6211\u4eec\u5c1d\u8bd5\u4e00\u4e0b\u8fd9\u4e9b\u975e\u5e38\u68d2\u7684\u529f\u80fd\u3002<\/p>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"service_omnichannel_customization_setup_decline\" class=\"topic nested0\" lang=\"en-us\" xml:lang=\"en-us\">\n<h2 id=\"Tdxn4tBK-heading10\" class=\"helpHead2\"><span id=\"topic-title\" class=\"ph\">\u62d2\u7eddOmni-Channel\u4e2d\u7684\u5de5\u4f5c\u8bf7\u6c42<\/span><\/h2>\n<div class=\"body\">\n<p>\u5f53\u4ee3\u7406\u5546\u62d2\u7edd\u5de5\u4f5c\u8981\u6c42\u65f6\uff0c\u4ed6\u4eec\u6709\u66f4\u591a\u7684\u81ea\u7531\u9009\u62e9\u4ed6\u4eec\u7684\u5de5\u4f5c\u3002\u8fd9\u4e5f\u610f\u5473\u7740\uff0c\u5982\u679c\u4ed6\u4eec\u88ab\u5206\u914d\u4e86\u4e00\u4e9b\u4e0d\u9002\u5408\u4ed6\u4eec\u7684\u4e1c\u897f\uff0c\u4ed6\u4eec\u4f1a\u5f88\u5feb\u62d2\u7edd\u5e76\u7ee7\u7eed\u524d\u8fdb\u3002\u5de5\u4f5c\u6709\u66f4\u597d\u7684\u673a\u4f1a\u627e\u5230\u5408\u9002\u7684\u4ee3\u7406\u4eba\uff0c\u62d2\u7edd\u7684\u4ee3\u7406\u4eba\u53ef\u4ee5\u56de\u5230\u9002\u5408\u4ed6\u4eec\u7684\u5de5\u4f5c\u4e0a\u3002<\/p>\n<p>\u8ba9\u6211\u4eec\u5047\u88c5\u9664\u4e86\u9ad8\u4f18\u5148\u7ea7\u4e8b\u4ef6\u961f\u5217\u4e4b\u5916\uff0c\u8fd8\u6709\u53e6\u4e00\u4e2a\u79f0\u4e3a\u4e2a\u6848\u7684\u961f\u5217\u3002\u56e0\u6b64\uff0c\u901a\u8fc7\u201c\u6848\u4f8b\u201d\u961f\u5217\u7684\u5de5\u4f5c\u6bd4\u201c\u9ad8\u4f18\u5148\u7ea7\u6848\u4f8b\u201d\u961f\u5217\u7684\u5de5\u4f5c\u8981\u7d27\u8feb\u5f97\u591a\u3002\u5f53\u60a8\u662f\u5206\u914d\u5230\u9ad8\u4f18\u5148\u7ea7\u6848\u4f8b\u961f\u5217\u7684\u4ee3\u7406\u65f6\u4f1a\u53d1\u751f\u4ec0\u4e48\u60c5\u51b5\uff0c\u5e76\u4e14\u60a8\u6536\u5230\u201c\u5ba2\u6237\u65e0\u6cd5\u627e\u5230\u6211\u4eec\u7684\u5e38\u89c1\u95ee\u9898\u9875\u9762\u201d\u4e4b\u7c7b\u7684\u5de5\u4f5c\u8bf7\u6c42\uff1f<\/p>\n<p>\u90a3\u4e0d\u5b8c\u5168\u662f\u505c\u6b62\u5de5\u4f5c\uff0c\u662f\u5417\uff1f\u4e3a\u4e86\u786e\u4fdd\u9ad8\u4f18\u5148\u7ea7\u7684\u5de5\u4f5c\u5f97\u5230\u5e94\u6709\u7684\u91cd\u89c6\uff0c\u8ba9\u6211\u4eec\u5f00\u59cb\u4e0b\u5de5\u4f5c\uff0c\u5e76\u521b\u5efa\u4e00\u4e2a\u201c\u4e0d\u6b63\u786e\u7684\u961f\u5217\u201d\u7684\u539f\u56e0\u3002\u8fd9\u6837\uff0c\u4e3b\u7ba1\u5c06\u77e5\u9053\u4ec0\u4e48\u65f6\u5019\u4f4e\u4f18\u5148\u7ea7\u5de5\u4f5c\u5835\u585e\u4e86\u9ad8\u4f18\u5148\u7ea7\u961f\u5217\u3002<\/p>\n<\/div>\n<div id=\"service_omnichannel_customization_decline_reason\" class=\"topic nested1\" lang=\"en-us\" xml:lang=\"en-us\">\n<h3 id=\"Tdxn4tBK-heading11\" class=\"helpHead3\"><span id=\"topic-title\" class=\"ph\">1.\u521b\u5efa\u62d2\u7edd\u539f\u56e0<\/span><\/h3>\n<div class=\"body\">\n<div class=\"p\">\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4ece\u8bbe\u7f6e\u4e2d\uff0c\u5728\u5feb\u901f\u67e5\u627e\u6846\u4e2d\u8f93\u5165Omni-Channel\uff0c\u7136\u540e\u9009\u62e9 <strong class=\"ph uicontrol\">Presence Decline Reasons<\/strong>.<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">New<\/strong>.<\/li>\n<li class=\"li\">\u8f93\u5165\u540d\u79f0\uff1a<kbd class=\"ph userinput\">Incorrect queue<\/kbd> \uff08\u5f00\u53d1\u4eba\u5458\u540d\u79f0\u81ea\u52a8\u586b\u5145\u5230Incorrect_queue\uff09\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">Save<\/strong>.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"service_omnichannel_customization_presence_configuration\" class=\"topic nested1\" lang=\"en-us\" xml:lang=\"en-us\">\n<h3 id=\"Tdxn4tBK-heading12\" class=\"helpHead3\"><span id=\"topic-title\" class=\"ph\">2.\u5c06\u62d2\u7edd\u548c\u62d2\u7edd\u539f\u56e0\u6dfb\u52a0\u5230\u60a8\u7684\u72b6\u6001\u914d\u7f6e\u4e2d<\/span><\/h3>\n<div class=\"body\">\n<div class=\"p\">\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4ece\u8bbe\u7f6e\u4e2d\uff0c\u5728\u5feb\u901f\u67e5\u627e\u6846\u4e2d\u8f93\u5165Omni-Channel\uff0c\u7136\u540e\u9009\u62e9<strong class=\"ph uicontrol\">Presence Configurations<\/strong>.<\/li>\n<li class=\"li\">\u5355\u51fb\u9ed8\u8ba4\u5448\u73b0\u914d\u7f6e\u65c1\u8fb9\u7684\u7f16\u8f91\u3002<\/li>\n<li class=\"li\">\u9009\u62e9 <strong class=\"ph uicontrol\">Allow Agents to Decline Requests<\/strong>.<\/li>\n<li class=\"li\">\u9009\u62e9 <strong class=\"ph uicontrol\">Allow Agents to Choose a Decline Reason<\/strong>.<\/li>\n<li class=\"li\">\u5728\u201c\u5206\u914d\u62d2\u7edd\u539f\u56e0\u201d\u4e0b\uff0c\u5728\u201c\u53ef\u7528\u62d2\u7edd\u539f\u56e0\u201d\u4e2d\uff0c\u9009\u62e9\u201c\u9519\u8bef\u961f\u5217\u201d\uff0c\u7136\u540e\u5355\u51fb\u201c\u6dfb\u52a0\u201d\u5c06\u5176\u79fb\u81f3\u201c\u9009\u5b9a\u62d2\u7edd\u539f\u56e0\u201d\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb <strong class=\"ph uicontrol\">Save<\/strong>.<\/li>\n<\/ol>\n<\/div>\n<p>\u5b8c\u5584\uff01\u73b0\u5728\uff0c\u60a8\u53ef\u4ee5\u5728\u63a7\u5236\u53f0\u4e2d\u62d2\u7edd\u5de5\u4f5c\u8bf7\u6c42\uff0c\u5e76\u4e14\u53ef\u4ee5\u6307\u793a\u5de5\u4f5c\u5904\u4e8e\u9519\u8bef\u7684\u961f\u5217\u4e2d\u3002<\/p>\n<p>\u8ba9\u6211\u4eec\u8bd5\u8bd5\u770b\u3002\u6211\u4eec\u9700\u8981\u521b\u5efa\u4e00\u4e2a\u6848\u4f8b\uff0c\u7136\u540e\u4f7f\u7528Omni-Channel\u5c06\u5176\u8def\u7531\uff0c\u5c31\u50cf\u6211\u4eec\u4e0a\u6b21\u505a\u7684\u4e00\u6837\u3002<\/p>\n<\/div>\n<\/div>\n<div id=\"service_omnichannel_customization_create_case\" class=\"topic nested1\" lang=\"en-us\" xml:lang=\"en-us\">\n<h3 id=\"Tdxn4tBK-heading13\" class=\"helpHead3\"><span id=\"topic-title\" class=\"ph\">3.\u521b\u5efa\u4e00\u4e2a\u65b0\u6848\u4f8b<\/span><\/h3>\n<div class=\"body\">\n<div class=\"p\">\n<ol class=\"ol enumList\">\n<li class=\"li\">\u8f6c\u5230\u6848\u4f8b\u9009\u9879\u5361\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb\u65b0\u5efa\u3002<\/li>\n<li class=\"li\">\u9009\u62e9\u4f18\u5148\u7ea7\u4f4e\u3002<\/li>\n<li class=\"li\">\u9009\u62e9\u6848\u4f8b\u6765\u6e90\u7f51\u7ad9\u3002<\/li>\n<li class=\"li\">\u8f93\u5165\u4e3b\u9898\uff1a\u5ba2\u6237\u627e\u4e0d\u5230\u6211\u4eec\u7684FAQ\u9875\u9762<\/li>\n<li class=\"li\">\u8f93\u5165\u4f60\u60f3\u8981\u7684\u4efb\u4f55\u63cf\u8ff0\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb\u4fdd\u5b58\u3002<\/li>\n<\/ol>\n<\/div>\n<p class=\"p\">\u73b0\u5728\u4f60\u77e5\u9053\u6f14\u4e60 &#8211; \u8ba9\u6211\u4eec\u8f6c\u5230\u63a7\u5236\u53f0\uff0c\u4f7f\u7528Omni-Channel\u53d1\u9001\u8fd9\u4e2a\u65b0\u6848\u4f8b\u3002<\/p>\n<\/div>\n<\/div>\n<div id=\"service_omnichannel_customization_decline_case\" class=\"topic nested1\" lang=\"en-us\" xml:lang=\"en-us\">\n<h3 id=\"Tdxn4tBK-heading14\" class=\"helpHead3\"><span id=\"topic-title\" class=\"ph\">4.\u8def\u7531\u65b0\u6848\u4f8b\u5e76\u4ece\u5168\u6e20\u9053\u5c0f\u5de5\u5177\u4e2d\u62d2\u7edd<\/span><\/h3>\n<div class=\"body\">\n<div class=\"p\">\n<ol class=\"ol enumList\">\n<li class=\"li\">\u4f7f\u7528\u5e94\u7528\u542f\u52a8\u5668\u6765\u9009\u62e9\u5168\u5411\u901a\u9053\u63a7\u5236\u53f0\u3002\u5982\u679c\u7b2c\u4e00\u4e2a\u6848\u4f8b\u5728\u60a8\u7684\u63a7\u5236\u53f0\u4e2d\u4ecd\u5904\u4e8e\u6253\u5f00\u72b6\u6001\uff0c\u60a8\u53ef\u4ee5\u5ffd\u7565\u5b83\u3002<\/li>\n<li class=\"li\">\u4ece\u63a7\u5236\u53f0\u4e2d\uff0c\u5355\u51fb\u63a7\u5236\u53f0\u9875\u811a\u4e2d\u7684\u5168\u5411\u901a\u9053\u6253\u5f00\u5168\u5411\u901a\u9053\u5c0f\u90e8\u4ef6\u3002\u5c06\u60a8\u7684\u72b6\u6001\u8bbe\u7f6e\u4e3a\u53ef\u7528 &#8211; \u6848\u4f8b\u3002<\/li>\n<li class=\"li\">\u8f6c\u5230\u6848\u4f8b\u63a7\u5236\u53f0\u9009\u9879\u5361\uff0c\u7136\u540e\u4ece\u4e0b\u62c9\u5217\u8868\u4e2d\u9009\u62e9\u6240\u6709\u672a\u51b3\u6848\u4f8b\u3002<\/li>\n<li class=\"li\">\u9009\u4e2d\u60a8\u7684\u65b0\u6848\u4f8b\u65c1\u8fb9\u7684\u590d\u9009\u6846\uff0c\u7136\u540e\u70b9\u51fb\u66f4\u6539\u6240\u6709\u8005\u3002<\/li>\n<li class=\"li\">\u9009\u62e9\u201c\u961f\u5217\u201d\uff0c\u7136\u540e\u4f7f\u7528\u67e5\u627e\u9009\u62e9\u201c\u9ad8\u4f18\u5148\u7ea7\u6848\u4f8b\u201d\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb\u4fdd\u5b58\u3002<\/li>\n<li class=\"li\">\u60a8\u4f1a\u5728Omni-Channel\u5c0f\u90e8\u4ef6\u4e2d\u6536\u5230\u901a\u77e5\u3002\u70b9\u51fb\u62d2\u7edd\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb\u9009\u62e9\u62d2\u7edd\u539f\u56e0\u548c\u4e0d\u6b63\u786e\u7684\u961f\u5217\u3002<\/li>\n<li class=\"li\">\u70b9\u51fb\u786e\u8ba4\u3002\u8be5\u8bf7\u6c42\u4ece\u60a8\u7684Omni-Channel\u5c0f\u90e8\u4ef6\u4e2d\u6d88\u5931\u3002<\/li>\n<\/ol>\n<\/div>\n<p class=\"p\">\u592a\u68d2\u4e86\uff01\u90a3\u4e2a\u4ee4\u4eba\u8ba8\u538c\u7684\u4f4e\u4f18\u5148\u7ea7\u5de5\u4f5c\u8bf7\u6c42\u6d88\u5931\u4e86\uff0c\u60a8\u53ef\u4ee5\u7ee7\u7eed\u5904\u7406\u8fd9\u4e9b\u9ad8\u4f18\u5148\u7ea7\u7684\u60c5\u51b5\u3002\u63a5\u4e0b\u6765\uff0c\u6211\u4eec\u770b\u5230Omni-Channel\u770b\u8d77\u6765\u50cf\u4e3b\u7ba1\uff0c\u5e76\u5b66\u4e60\u5982\u4f55\u5236\u4f5c\u5168\u5411\u9891\u9053\u62a5\u544a\u3002<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u5b66\u4e60\u76ee\u6807 \u5b8c\u6210\u672c\u5355\u5143\u540e\uff0c\u60a8\u5c06\u80fd\u591f\uff1a \u63cf\u8ff0\u4e03\u4e2a\u4ee4\u4eba\u656c\u754f\u7684\u5168\u6e20\u9053\u529f\u80fd\u3002 \u62d2\u7edd\u5de5\u4f5c\u5e76\u5728Omni-Channel\u4e2d\u63d0\u4f9b &hellip; <a href=\"http:\/\/www.ponybai.com\/?p=1088\" class=\"more-link\">\u7ee7\u7eed\u9605\u8bfb<span class=\"screen-reader-text\">Omni-Channel\u57fa\u7840\uff083\uff09\u81ea\u5b9a\u4e49<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[176],"tags":[],"class_list":["post-1088","post","type-post","status-publish","format-standard","hentry","category-omni-channel"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Omni-Channel\u57fa\u7840\uff083\uff09\u81ea\u5b9a\u4e49 - \u767d\u767d\u968f\u7b14<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/www.ponybai.com\/?p=1088\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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