1. How customer service representatives log on to the workbench
Follow these steps to log on to the PC client. We recommend using the Google Chrome browser.
Log on to the online system.
From the console home page, select "Online Workbench", click "Enter Business", and then select "Online".
After a user starts a chat, click the user's profile picture to open the chat interface and reply to the user in real time.
2. Set online agent status
You can configure the agent break status and create custom break reasons.
To set the agent break status, go to Settings > Online Customer Service System Configuration > Online Agent Status.
After you enable breaks, agents can switch to a break status in the online system. If the system disconnects from the network while an agent is on a break, their status automatically changes to offline.
3. Quick reply configuration
Configure quick replies to help agents respond faster. You can set abbreviations for common phrases to quickly insert them into chats.
Go to Settings > Online Customer Service System Configuration > Quick Reply Configuration and click Add Prompt.
Field descriptions:
(1) Abbreviation: A short term that an agent enters in the system.
(2) Quick Reply: The full statement that the system suggests based on the abbreviation. The agent can click the statement to send the reply.
(3) Type: The type of quick reply, which can be Personal or General. Personal replies apply only to the current agent's account, while General replies apply to all agent accounts.
Demonstration
Enter the configured abbreviation for "closing phrase" to display the full statement.
4. Keyboard shortcut configuration
After you configure keyboard shortcuts, agents can use them in the online system to quickly access different features.
Go to Settings > Online Customer Service System Configuration > Keyboard Shortcut Configuration. Click an item in the list to modify the shortcut.
5. Advanced online configuration
Use the advanced configuration to set the session timeout, session assignment mode, service hours, and more.
Go to Settings > Online Customer Service System Configuration > Advanced Online Configuration. You can modify existing settings or add new ones.
6. Service note classification
Service notes are used to classify service records. When an agent assists a customer, they can add a note to the service record. These notes make it easier to filter and analyze service records later.
Configure note categories
Click Settings > Note Category.
Click the Add button and enter a tree name.
Add child nodes to the new tree. Hover over a node and click the ⊕ button in the upper-right corner to add a child node.