WPS Customer Service Management on macOS FAQ

When using Customer Service Management, the most common questions are about setup details, offline status, skill labels, profile descriptions, and service hour settings; this FAQ covers 5 common questions.

FAQ

What information should I prepare before adding an agent?

1. Prepare the agent account that can be selected from the organization directory.
2. Prepare the avatar ID, agent description, service hours, and agent skills.
3. If you want clearer later matching, describe the main business area, familiar modules, and common issue scope in the profile.

Why does an agent appear offline?

1. Check whether the agent is signed in or has gone offline.
2. Check whether the overall service desk working hours have ended.
3. If the service desk working hours have ended, the page can still show the agent as offline even when that agent's own service hours have not ended yet.

What does “All Skills” mean?

1. “All Skills” means the agent can handle multiple business types or ticket categories.
2. If your team needs more detailed division of work, create separate skill types first.
3. Then assign the matching skills to different agents by business area.

What is the agent description used for?

1. The agent description explains the agent's business ability and areas of familiarity.
2. When related matching logic is enabled in the service desk, this information can be used as reference information.
3. It is helpful to describe the business scope, familiar products, and common issues handled by the agent.

Can one agent have multiple service hour ranges?

1. Yes. Click + Add Service Hours when adding or editing an agent.
2. Add different dates or time ranges for the same agent as needed.
3. After saving, the same agent record can keep multiple service hour settings.

Glossary