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README
Apache-2.0

完整业务的客服系统

项目介绍

该客服系统,具备:CRM/工单/客服管理/客服聊天/灵活配置/机器人对接/微信接入/QQ接入等等完备的功能。
采用java+mysql最流行、最简单的技术开发。
灵活适配,最适合小企业的客服系统。

软件架构

Spring/Hibernate/MongoDB/Redis/Mysql/itchat4j/smartQQ

安装教程

  1. 下载源码 git clone https://gitee.com/zhengyj98/agent.git
  2. 安装mysql数据库(账号密码为root/root),并创建数据库agent【也可以根据自身需要修改配置:agent\src\conf\common\db.properties】
  3. 执行mysql安装脚本doc/agent_install.sql
  4. 本机安装mongodb,端口默认为27017【也可以根据自身需要修改配置:agent\src\conf\cellcom\base.xml】
  5. 本机安装redis,端口默认为6379【也可以根据自身需要修改配置:agent\src\conf\common\evn.properties】

使用说明

  1. 支持网页、微信、WAP、APP等不同平台接入,统一接入
  2. 支持语音、截图、文本、文件、图片、表情等多媒体类型,方便聊天
  3. 支持不同的网站访问不同的坐席技能组,提供针对性的服务
  4. 系统自动识别来访客户,区分身份,实现针对性服务
  5. 支持高等级用户优先接入,实现提供VIP优先服务机制
  6. 客服人员可以查看到访客的IP、地区、浏览页面
  7. 自动调出访客历史访问和沟通的情况,更有针对性的查阅历史咨询
  8. 访客只需点击网站客服图标即可与客服人员进行对话
  9. 访客进入网站一定时间后,可以弹出对话框引导进行访问坐席
  10. 快速解决访客提出的问题,实现坐席人机协助完成服务
  11. 系统提供各种灵活配置,根据不通的需求进行个性化定制,如:logo、企业名称、坐席昵称、服务时间、复杂场景的提示语等等
  12. 根据企业需要自定义企业签名、常见问题、面板主题、窗口大小、广告信息等等
  13. 支持访客进行满意度评价,实现坐席服务态度的自我监控,支持坐席、访客、系统多角色发起满意度评价
  14. 随机分配、当前接待最少优先(按会话数)、当前最空闲坐席(按比例)、坐席级别最高优先、优先上次服务坐席
  15. 坐席可以同时支持多个技能组,实现资源共享服务
  16. 支持分类型快捷回复(如:标准用语),提高坐席工作效率
  17. 支持坐席灵活配置接待上限、设定自己的服务状态
  18. 支持CRM信息管理,以及进行远端对接
  19. 支持管理员对所有会话进行查询,监控坐席的服务情况
  20. 工单系统,支持坐席之间的协同工作
  21. 支持访客进行留言,并且将留言融合到整个在线客服,实现无缝结合
  22. 支持多技能组、多坐席管理,实现团队工作
  23. 监控当前的坐席、访客、会话情况
  24. 统计过去的一段时间内的服务情况,更好了解访客的实际需求
  25. 系统提供多种接口支持扩展,实现与业务系统的容易结合
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简介

该客服系统,具备:CRM/工单/客服管理/客服聊天/灵活配置/机器人对接/微信接入/QQ接入等等完备的功能。采用java+mysql最流行、最简单的技术开发。灵活适配,最适合小企业的客服系统。 展开 收起
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