전문 지식¶
In Odoo’s Live Chat, agents can designate expertise in one or more areas. This allows conversations to be assigned to them based on their scope of knowledge.
When a visitor requests help on a specific topic, Odoo can automatically assign the conversation to an available agent with that expertise. Expertise improves routing efficiency, reduces wait time, and ensures customers speak to the most qualified person available.
새로운 전문 영역 생성¶
To create a new expertise, navigate to and click New. Enter a Name for the area of focus.
Under Operators, select one or more users from the drop-down to assign this expertise.
참고
Administrator level access is required in the Live Chat application to create or edit expertise. Those with User level access can view the expertise menu and see which users are assigned to each expertise, but they cannot make changes.
실시간 채팅 전문 영역 설정하기¶
To set a user’s live chat expertise, click on the user avatar in the top-right corner of any page in the database. Select My Preferences from the drop-down menu to open the profile page. On the right side of the Preferences tab, select one or more options from the Live Chat Expertise drop-down list.
전문 영역 기준 대화 전달¶
Once an expertise has been assigned to one or more operators, they can be used to forward conversations. This allows a chatbot to identify the operator who is best suited to handle a customer request.
챗봇을 통한 전달¶
챗봇 은 실제 사람과의 대화를 모방하도록 설계되었으며, 미리 작성된 스크립트에 따라 단계별로 작동합니다. 상담원 연결 단계 유형은 챗봇이 진행하던 대화를 실시간 채팅이 가능한 상담원에게 전달하여, 챗봇이 중단한 지점부터 상담원이 대화를 이어갈 수 있습니다. 이 단계에 전문가 옵션을 추가하면, 챗봇이 상황에 가장 적합한 상담원을 검색하여 가장 전문적인 상담원을 배정합니다.
To add expertise to a chatbot conversation, navigate to . Click on an existing chatbot to open it, or click New to create a new one.
On the Script tab, if there is an existing Forward to Operator step, click on it. If not, click Add a line, then select Forward to Operator in the Step Type field.
In the Operator Expertise field, select one or more expertise for the chatbot to consider when prioritizing users for conversations on the related channel. Click Save when finished.
팁
When making selections in this field, consider the use case for the chatbot. A Support chatbot will cover different topics than a Recruitment chatbot.
대화에 사용자 추가하기¶
Users can add other live chat agents to an ongoing conversation directly from the chat window. Open an active live chat conversation through the . At the top-right of the chat, click the (user plus) icon to open the Invite People menu. The user’s expertise is listed next to the (graduation cap) icon.
To add a user to the conversation, tick the checkbox to the right of the user’s name, then click Invite.
참고
Expertise only appear on the Invite People pop-up for live chat conversations, not direct messages.
도움말 대화 찾기¶
In an active livechat conversation, the Status can be set to allow agents to identify conversations that require immediate action, and inform other agents which conversations require their expertise at any given time. If a conversation is marked with the status Looking for help, other agents have the opportunity to join.
To view Looking for help conversations, navigate to the . Conversations with the status appear under the Looking for help heading.
If an agent has a matching expertise, the conversation is marked with a (star) icon.
팁
Looking for help conversations can also be viewed by navigating to .
To join a conversation in progress, click the (sign in) icon at the top of the information panel. Doing so moves the conversation back to the channel heading and reverts the status to In progress. The customer is also informed that a new user has joined the chat.