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["思念食品软件需求清单"]
["序号","模块","子功能","具体描述"]
[1,"话务控制栏","坐席状态","登陆、退出、置忙、置闲、保持、接回、转移、外呼、挂断；"]
[2,"话务管理","来电弹屏","来电时统一弹出客户基础资料信息、历史记录信息、可直接创建工单及知识库查询；"]
[3,null,"通话记录","按照时间顺序记录每通电话，并同步每通电话的状态；"]
[4,null,"号码归属地","同步自动识别号码归属地；"]
[5,null,"坐席监控管理","语音平台管理人员可以对接听电话的坐席进行话务监管，实现管理者对坐席的监听、强拆、强踢等管理监管功能；并能在平台上监管话务坐席的状态，可查看到话务坐席的登录状态、休闲、通话、示忙等各种状态；"]
[6,null,"值班电话管理","设置统一值班电话，在设置的要求时间内，电话统一转移至值班电话接听；"]
[7,null,"坐席组管理","可对坐席组进行分组管理，不同话务经IVR进入相应坐席组内；"]
[8,"交互式语音应答","IVR","实现系统多级交互式的IVR语音导航功能，并支持上下班不同时段IVR播放音，以及IVR满意度调查等功能；"]
[9,"电话录音","录音管理","全座席电话录音、录音播放、录音下载、录音查询"]
[10,"来电分配","多种分配","保障坐席话务分配平均性，避免出现某一电话一直响铃，其他电话闲置状态；"]
[13,"知识库","知识库要求","针对某一领域的知识存储系统，可通过关键字查询相关知识，一般用于辅助新员工的呼叫业务处理工作。"]
[14,"工单管理","工单创建","来电弹屏创建和手工制单创建；"]
[15,null,"手工制单创建要求","以来电弹屏中新增工单的模板为准；\n主要用于坐席自行录入微信、短信、等的客户问题，坐席自己选择工单来源；"]
[16,null,"工单状态","待处理工单、已处理工单，工单类型列表、综合查询；"]
[17,null,"综合查询筛选条件","满足分坐席、工单类型、工单状态、工单时间、工单来源、客户分类查询；"]
[18,null,"工单内容导出","自由选择字段内容进行文字导出，形成可复制的文本。"]
[19,"客户管理","操作设置","支持用户批量导入、自行添加、修改、删除、查阅等操作；"]
[20,null,"客户档案管理","包含大区、省份、城市、客户姓名、电话信息；"]
[21,null,"思念客诉专员管理","包含大区、省份、城市、客户姓名、电话信息；"]
[22,null,"杜康客诉专员管理","包含大区、省份、城市、客户姓名、电话信息；"]
[23,"知识库","知识库分类","可对知识库信息进行分类显示；"]
[24,null,"知识库管理","可对知识库内容进行自主维护；"]
[25,null,"知识库查询","快速关键字检索知识内容；"]
[26,"报表分析","报表分类","话务运营分析、员工考核分析、业务数据分析；"]
[27,null,"操作设置","所有的报表支持在线按日期（包含年、月、日）查询操作，并满足在线导出下载成excel表，支持不同组别的数据单独筛选查看；"]
[28,null,"话务运营分析报表","总呼叫量统计"]
[29,null,null,"呼叫数据图形分析"]
[30,null,null,"通话时长统计"]
[31,null,null,"接通呼损统计"]
[32,null,null,"话务KPI数据统计"]
[33,null,null,"日通话时长统计"]
[34,null,"员工考核分析","坐席工作报表"]
[35,null,null,"年呼叫数据对比"]
[36,null,null,"质检数据报表"]
[37,null,null,"坐席满意度评价情况"]
[38,null,null,"坐席日通话时长报表"]
[39,null,"业务数据分析","投诉原因报表"]
[40,null,null,"客诉数量报表"]
[41,null,null,"问题分类报表"]
[42,"系统管理","系统设置/权限管理","满足管理人员对权限进行分级维护管理；"]
[43,"数据导出","录音、工单导出","1、 通话录音、工单批量导出功能\n2、 可自定义时间段或根据其他指定的字段搜索结果导出\n3、 录音格式为MP3格式，工单为EXCEL格式"]
[]
["以上功能在实际使用及调试过程中需根据客服部需求进行相关更改或设置，需客服部自行设置的部分需给予相应操作权限和对应软件功能。"]