02網(wǎng)點(diǎn)服務(wù)智能管理系統(tǒng)0506

1、網(wǎng)點(diǎn)服務(wù)智能管理系統(tǒng)管理端,個(gè)人金融部2011年6月,主要內(nèi)容,登陸界面系統(tǒng)管理網(wǎng)點(diǎn)參數(shù)設(shè)置網(wǎng)點(diǎn)操作報(bào)表,,登陸界面,一、系統(tǒng)管理,一、系統(tǒng)管理,機(jī)構(gòu)維護(hù)角色維護(hù)用戶維護(hù)修改密碼,二、網(wǎng)點(diǎn)參數(shù)設(shè)置,二、網(wǎng)點(diǎn)參數(shù)設(shè)置,業(yè)務(wù)類型維護(hù)網(wǎng)點(diǎn)窗口維護(hù)取號(hào)模板選擇理財(cái)師管理貴賓卡bin維護(hù),叫號(hào)單打印內(nèi)容設(shè)置取號(hào)時(shí)段配置關(guān)注業(yè)務(wù)監(jiān)控設(shè)置客戶超時(shí)等待管理,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-業(yè)務(wù)類型維護(hù),,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-業(yè)務(wù)

2、類型維護(hù),,,,本交易用于維護(hù)網(wǎng)點(diǎn)可辦理的業(yè)務(wù)類型。只允許增加和編輯第三級(jí)業(yè)務(wù)類型，第一級(jí)和第二級(jí)業(yè)務(wù)類型不允許編輯。,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-網(wǎng)點(diǎn)窗口維護(hù),,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-網(wǎng)點(diǎn)窗口維護(hù),,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-網(wǎng)點(diǎn)窗口維護(hù),用于維護(hù)網(wǎng)點(diǎn)窗口與業(yè)務(wù)的對(duì)應(yīng)關(guān)系，以及窗口下每個(gè)業(yè)務(wù)的工作時(shí)間。優(yōu)先級(jí)設(shè)置中，數(shù)值越小，優(yōu)先級(jí)越高。,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-取號(hào)模板選擇,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-取號(hào)模板選擇,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-取號(hào)模

3、板選擇,,,,當(dāng)網(wǎng)點(diǎn)重新選擇模板后，要重新配置窗口業(yè)務(wù)類型，叫號(hào)單打印內(nèi)容，網(wǎng)點(diǎn)取號(hào)時(shí)段和關(guān)注業(yè)務(wù),二、網(wǎng)點(diǎn)參數(shù)設(shè)置-理財(cái)師管理,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-理財(cái)師管理,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-理財(cái)師管理,,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-理財(cái)師管理,對(duì)網(wǎng)點(diǎn)的理財(cái)師及相關(guān)信息進(jìn)行查詢、增加、修改、刪除等操作。增加的理財(cái)師需要首先在用戶管理中增加其用戶信息。,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-貴賓卡bin維護(hù),,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-貴賓卡bin維護(hù),,,,

4、二、網(wǎng)點(diǎn)參數(shù)設(shè)置-叫號(hào)單打印內(nèi)容維護(hù),,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-叫號(hào)單打印內(nèi)容維護(hù),,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-網(wǎng)點(diǎn)取號(hào)時(shí)段維護(hù),,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-關(guān)注業(yè)務(wù)監(jiān)控設(shè)置,,,,二、網(wǎng)點(diǎn)參數(shù)設(shè)置-客戶超時(shí)等待管理,,,,三、網(wǎng)點(diǎn)操作,三、網(wǎng)點(diǎn)操作,查詢網(wǎng)點(diǎn)排隊(duì)信息網(wǎng)點(diǎn)數(shù)據(jù)實(shí)時(shí)監(jiān)控客戶賬號(hào)查詢客戶信息查詢打印,客戶排隊(duì)短信通知插隊(duì)設(shè)置指定窗口辦理不滿意評(píng)價(jià)管理,,,,三、網(wǎng)點(diǎn)操作-查詢網(wǎng)點(diǎn)排隊(duì)信息,,,,三、網(wǎng)點(diǎn)操作-查詢網(wǎng)點(diǎn)排隊(duì)

5、信息,網(wǎng)點(diǎn)大堂經(jīng)理實(shí)時(shí)查詢網(wǎng)點(diǎn)的排隊(duì)情況，視情況進(jìn)行分流引導(dǎo)。只能查詢操作員所在的本網(wǎng)點(diǎn)的情況；只能查看當(dāng)天的數(shù)據(jù)。,,,,三、網(wǎng)點(diǎn)操作-網(wǎng)點(diǎn)數(shù)據(jù)實(shí)時(shí)監(jiān)控,,,,三、網(wǎng)點(diǎn)操作-網(wǎng)點(diǎn)數(shù)據(jù)實(shí)時(shí)監(jiān)控,大堂經(jīng)理可以在網(wǎng)點(diǎn)實(shí)時(shí)查看網(wǎng)點(diǎn)內(nèi)的各類信息。只能查詢操作員所在的本網(wǎng)點(diǎn)的情況；只能查看當(dāng)天的數(shù)據(jù)。,,,,三、網(wǎng)點(diǎn)操作-客戶賬號(hào)查詢,,,,三、網(wǎng)點(diǎn)操作-客戶信息查詢打印,,,,三、網(wǎng)點(diǎn)操作-客戶排隊(duì)短信通知,,,,三、網(wǎng)點(diǎn)操作-客戶排隊(duì)

6、短信通知,由于短信發(fā)送有可能出現(xiàn)延遲現(xiàn)象，需要向客戶進(jìn)行提醒；為防止過號(hào)現(xiàn)象的發(fā)生，建議設(shè)定的人數(shù)多一些。,,,,三、網(wǎng)點(diǎn)操作-插隊(duì)設(shè)置,,,,三、網(wǎng)點(diǎn)操作-插隊(duì)設(shè)置,大堂經(jīng)理可以手工提高某個(gè)號(hào)碼的優(yōu)先級(jí)，該號(hào)碼會(huì)優(yōu)先叫到。插隊(duì)后，在叫號(hào)時(shí)，原號(hào)碼的第一位字母前導(dǎo)符改為“Z”開頭，并按照插隊(duì)隊(duì)列，重新生成一個(gè)排號(hào)數(shù)，同時(shí)根據(jù)其選擇的業(yè)務(wù)類型，插隊(duì)到相應(yīng)的窗口。在同一隊(duì)列中的兩個(gè)插隊(duì)客戶，按照插隊(duì)時(shí)間進(jìn)行排序叫號(hào)。允許插隊(duì)的號(hào)碼包括未

7、過號(hào)的號(hào)碼和已過號(hào)的號(hào)碼；,,,,三、網(wǎng)點(diǎn)操作-指定窗口辦理,,,,三、網(wǎng)點(diǎn)操作-指定窗口辦理,大堂經(jīng)理可以將某個(gè)號(hào)碼指定到某個(gè)窗口辦理，同時(shí)提高該號(hào)碼的優(yōu)先級(jí)。插隊(duì)后，在叫號(hào)時(shí)，原號(hào)碼的第一位字母前導(dǎo)符改為“Z”開頭，并按照插隊(duì)隊(duì)列，重新生成一個(gè)排號(hào)數(shù)，同時(shí)根據(jù)其選擇的業(yè)務(wù)類型，插隊(duì)到相應(yīng)的窗口。在同一隊(duì)列中的兩個(gè)插隊(duì)客戶，按照插隊(duì)時(shí)間進(jìn)行排序叫號(hào)。如果該窗口不能辦理該業(yè)務(wù)則指定失敗,,,,三、網(wǎng)點(diǎn)操作-不滿意評(píng)價(jià)管理,,,,三、網(wǎng)

8、點(diǎn)操作-不滿意評(píng)價(jià)管理,,,,三、網(wǎng)點(diǎn)操作-不滿意評(píng)價(jià)管理,修改不滿意評(píng)價(jià)記錄界面只能修改不滿意評(píng)價(jià)的原因。不能修改日期、時(shí)間、窗口號(hào)、柜員號(hào)。不滿意評(píng)價(jià)原因，如果是其他原因，則選擇“其他”，在輸入框中輸入不滿意原因。,,,,四、報(bào)表,四、報(bào)表,客戶等待時(shí)間統(tǒng)計(jì)表客戶辦理時(shí)間統(tǒng)計(jì)表網(wǎng)點(diǎn)業(yè)務(wù)辦理情況統(tǒng)計(jì)表柜員業(yè)務(wù)辦理情況統(tǒng)計(jì)表短信發(fā)送量統(tǒng)計(jì)表,,,,四、報(bào)表-客戶等待時(shí)間統(tǒng)計(jì),以網(wǎng)點(diǎn)為單位，統(tǒng)計(jì)某日（月、年）內(nèi)該網(wǎng)點(diǎn)各類客戶的平

9、均等候時(shí)間、最長(zhǎng)等候時(shí)間、最短等候時(shí)間。,,,,四、報(bào)表-客戶等待時(shí)間統(tǒng)計(jì),,,,四、報(bào)表-客戶等待時(shí)間統(tǒng)計(jì),,,,四、報(bào)表-客戶辦理時(shí)間統(tǒng)計(jì),以網(wǎng)點(diǎn)為單位，統(tǒng)計(jì)某日（月、年）內(nèi)該網(wǎng)點(diǎn)各類客戶的平均辦理時(shí)間、最長(zhǎng)辦理時(shí)間、最短辦理時(shí)間。,,,,四、報(bào)表-客戶辦理時(shí)間統(tǒng)計(jì),,,,四、報(bào)表-客戶辦理時(shí)間統(tǒng)計(jì),,,,四、報(bào)表-網(wǎng)點(diǎn)業(yè)務(wù)辦理情況統(tǒng)計(jì),以網(wǎng)點(diǎn)為單位，統(tǒng)計(jì)某日（月、年）內(nèi)該網(wǎng)點(diǎn)各類客戶的取號(hào)總數(shù)、棄號(hào)總數(shù)及辦理總數(shù)。,,,,四、報(bào)表