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{"sheet":"Sheet1","index":0,"n_rows":20,"n_cols":4,"rows_kept":20,"cut":false,"hidden":false,"merged":[[8,0,14,0],[2,0,4,0],[5,0,6,0],[15,0,17,0],[0,0,0,3]]}
["功能梳理表 V1.0"]
["功能模块","梳理项","详情","备注"]
["IVR流程","欢迎词","1、分品牌热线欢迎词确认\n2、非工作时间转值班电话欢迎词确认"]
[null,"流程梳理","列出所有客户可能来电场景，定制IVR流程，若直接转人工此项可忽略"]
[null,"值班电话","1、通过系统转值班电话（固话、手机）无来电显示、有通话记录、无录音（此项需增加单独外线）\n2、直接通过400平台转值班电话有来电显示，无通话记录，无录音\n3、以上两种方式均产生呼叫转移费用"]
["客户管理","客户资料表头","准备客户资料表头即可"]
[null,"参考","客户姓名、编号、电话、所属单位、来源、客户等级、省份、城市、所属品牌等"]
["来电弹屏","注意事项","1、客户来电，基本信息确认（从客户管理提取）\n2、弹屏界面可添加通话类型确认（如：咨询类、建议类、投诉类、其他等）\n3、通话记录、一键转接已确认\n4、检索知识库功能已确认\n5、弹屏界面创建工单，工单类型确认（如咨询、建议、投诉、市场抽检、其他等）\n6、热线接入提醒，不同品牌热线接入，品牌信息区分确认。"]
["工单管理","流程梳理","参考已提供的两张化肥质量反馈流程，现场讨论"]
[null,"工单模板","工单模板字段确认"]
[null,"工单类型","类型确认（如：咨询、建议、投诉、市场抽检、其他）"]
[null,"工单状态","状态确认，以下可作为参考：\n客服端：待指派、待接单、已处理、未处理、待回访、已回访\n处理部门：待接单、已接单、处理中、已处理"]
[null,"工单来源","1、客服部创建\n2、线下工单录入权限确认（创建工单权限、是否审核等）"]
[null,"微信工单","微信工单流程现场梳理"]
[null,"超时提醒","1、超时提醒区间确认\n2、超时提醒对象确认\n3、超时提醒场景确认"]
["知识库","目录树","目录树架构梳理，汇总各部门所需上传资料，最终讨论确定知识库目录树框架；"]
[null,"权限","上传知识库权限确认\n推荐：各部门按模板上传，设立审核员一名，审核通过方能进入知识库体系。"]
[null,"上传须知","1、excel可批量导入\n2、附件上传不可批量上传\n3、上传人员须严格规范标题和目录对应，避免知识库体系错乱"]
["报表","梳理","业务统计报表模板、字段确认"]
["大数据","梳理","大数据展示数据模板、字段确认"]

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{"sheet":"Sheet3","index":2,"n_rows":0,"n_cols":0,"rows_kept":0,"cut":false,"hidden":false,"merged":[]}