WPS Customer Service Management on Windows FAQ

These FAQs cover 5 common question areas for Customer Service Management on Windows, including required profile details, offline status, skill labels, profile descriptions, and service hour setup.

FAQ

What information should I prepare before adding customer service staff?

1. Prepare the staff account that can be selected.
2. Confirm the avatar ID, profile description, service hours, and skill settings.
3. It is helpful to prepare the staff member's business scope in advance so the description and skills can be filled in clearly.

Why does a staff member appear offline?

1. First check whether the staff member is signed in or has gone offline manually.
2. Then check whether the overall service desk working hours have ended.
3. If the service desk working hours have ended, the status can still appear offline even when the staff member's own service hours have not ended.

What does "All Skills" mean?

1. "All Skills" means the staff member can handle a broader range of issue types.
2. If your team needs more detailed assignment rules, you can continue defining more specific skill categories.
3. It is helpful to keep skill naming consistent across the team.

What is the profile description used for?

1. The profile description explains the staff member's business ability and support scope.
2. When related matching logic is enabled in the service desk, the description can help match inquiries more appropriately.
3. It is useful to include familiar products, common issue types, and notes in the description.

Can one staff member have multiple service hour ranges?

1. Yes. Multiple service hour ranges can be configured when adding or editing a staff member.
2. Click + Add Service Hours to add another time range.
3. After setup, check the start time, end time, and weekdays again for accuracy.

Glossary