Ph\u1ea1m vi tri th\u1ee9c: <\/strong>\u0110\u00e1p \u1ee9ng \u1ee9ng cho nh\u00e2n vi\u00ean c\u1ee7a kh\u1ed1i h\u1ed7 tr\u1ee3 v\u00e0 ch\u0103m s\u00f3c Kh\u00e1ch h\u00e0ng.<\/li>\r\n\r\n\r\n\r\n

N\u1ed9i dung \u0111\u00e1p \u1ee9ng<\/strong>: C\u00e1c tri th\u1ee9c h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m MISA Ticket, c\u00e1c quy t\u1eafc ph\u00e2n m\u00e3, t\u00ednh \u0111i\u1ec3m n\u0103ng su\u1ea5t<\/li>\r\n\r\n\r\n\r\n

L\u01b0u \u00fd:<\/strong> Giai \u0111o\u1ea1n 1 ph\u1ea1m vi tri th\u1ee9c c\u1ee7a Ticket \u0111\u00f3ng vai tr\u00f2 nh\u01b0 help c\u1ee7a d\u1ef1 \u00e1n cho c\u00e1c nghi\u1ec7p v\u1ee5 tr\u00ean Ticket.<\/em><\/li>\r\n\r\n\r\n\r\n

Trong qu\u00e1 tr\u00ecnh l\u00e0m vi\u1ec7c, khi g\u1eb7p ph\u1ea3i nh\u1eefng kh\u00f3 kh\u0103n v\u1ec1 m\u1eb7t nghi\u1ec7p v\u1ee5, anh\/ch\u1ecb c\u00f3 th\u1ec3 tra c\u1ee9u nhanh tr\u00ean kho tri th\u1ee9c ngay tr\u00ean cu\u1ed9c tr\u00f2 chuy\u1ec7n v\u1edbi AVA Ticket, theo c\u00e1c b\u01b0\u1edbc sau:\r\n
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B\u01b0\u1edbc 1: <\/strong>T\u1ea1i AMIS Chat<\/strong>, anh\/ch\u1ecb ch\u1ecdn tab Agentwork<\/strong>.<\/li>\r\n\r\n\r\n\r\n
B\u01b0\u1edbc 2: <\/strong>Ch\u1ecdn Agent AVA Ticket<\/strong>.<\/li>\r\n\r\n\r\n\r\n
B\u01b0\u1edbc 3: <\/strong>Nh\u1eadp th\u1eafc m\u1eafc c\u1ee7a anh\/ch\u1ecb v\u00e0o \u00f4 chat, AVA Ticket s\u1ebd ho\u00e0n t\u1ea5t c\u00e2u tr\u1ea3 l\u1eddi v\u00e0 hi\u1ec3n th\u1ecb ngay tr\u00ean m\u00e0n h\u00ecnh.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n
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T\u1ea1i \u0111\u00e2y, anh\/ch\u1ecb c\u00f3 th\u1ec3 tra c\u1ee9u t\u1ea5t c\u1ea3 c\u00e1c nghi\u1ec7p v\u1ee5, v\u00ed d\u1ee5 nh\u01b0:\r\n
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\u0110i\u1ec3m CSAT \u0111\u00e1nh gi\u00e1 nh\u00e2n vi\u00ean \u0111\u01b0\u1ee3c t\u00ednh nh\u01b0 n\u00e0o?<\/li>\r\n\r\n\r\n\r\n
Ph\u00e2n quy\u1ec1n cho nh\u00e2n vi\u00ean xem \u0111\u01b0\u1ee3c b\u00e1o c\u00e1o tr\u00ean Ticket nh\u01b0 n\u00e0o?<\/li>\r\n\r\n\r\n\r\n
C\u00e1ch t\u00ednh \u0111i\u1ec3m n\u0103ng su\u1ea5t cho nh\u00e2n vi\u00ean t\u01b0 v\u1ea5n hi\u1ec7n t\u1ea1i?<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
2.2. H\u01b0\u1edbng d\u1eabn t\u1ea1o m\u00e3 Ticket<\/h4>\r\n\r\n\r\n\r\n
T\u1ea1o Ticket khi chat v\u1edbi AVA Ticket<\/h5>\r\n\r\n\r\n\r\n
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Anh\/ch\u1ecb truy c\u1eadp AMIS Chat<\/strong> => ch\u1ecdn tab Agentwork<\/strong> (1)<\/strong> => ch\u1ecdn Agent AVA Ticket<\/strong> (2)<\/strong>.<\/li>\r\n\r\n\r\n\r\n
T\u1ea1i cu\u1ed9c tr\u00f2 chuy\u1ec7n, nh\u1ea5n T\u00f4i c\u1ea7n t\u1ea1o Ticket h\u1ed7 tr\u1ee3 m\u1edbi (3)<\/strong> (ho\u1eb7c nh\u1eadp tr\u1ef1c ti\u1ebfp n\u1ed9i dung Ticket c\u1ea7n h\u1ed7 tr\u1ee3 t\u1ea1o v\u00e0o \u00f4 chat)<\/em>.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
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T\u1ea1i \u0111\u00e2y, anh\/ch\u1ecb cung c\u1ea5p c\u00e1c th\u00f4ng tin theo h\u01b0\u1edbng d\u1eabn c\u1ee7a AVA Ticket (4)<\/strong>.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
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AVA Ticket s\u1ebd t\u1ea1o n\u00ean b\u1ea3n preview v\u1ec1 Ticket s\u1ebd t\u1ea1o, khi anh\/ch\u1ecb x\u00e1c nh\u1eadn, AVA ngay l\u1eadp t\u1ee9c s\u1ebd t\u1ea1o Ticket h\u1ed7 tr\u1ee3 v\u1edbi tr\u1ea1ng th\u00e1i Ch\u1edd x\u1eed l\u00fd <\/strong>tr\u00ean JIRA.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n
$\"\"$ <\/p>\r\n
T\u1ea1o Ticket khi chat tr\u1ef1c ti\u1ebfp v\u1edbi ng\u01b0\u1eddi d\u00f9ng qua AMIS Chat<\/h5>\r\n\r\n\r\n\r\n
Khi ghi nh\u1eadn \u0111\u01b0\u1ee3c 1 y\u00eau c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, anh\/ch\u1ecb c\u00f3 th\u1ec3 tag AVA Ticket <\/strong>\u0111\u1ec3 t\u1ea1o ngay m\u00e3 y\u00eau c\u1ea7u tr\u00ean \u0111o\u1ea1n chat, theo c\u00e1c b\u01b0\u1edbc sau:<\/p>\r\n\r\n\r\n\r\n
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B\u01b0\u1edbc 1: <\/strong>Anh\/ch\u1ecb tag AVA Ticket <\/strong>t\u1ea1o m\u00e3 y\u00eau c\u1ea7u => AVA Ticket <\/strong>s\u1ebd t\u1ea1o b\u1ea3n preview \u0111\u1ec3 anh\/ch\u1ecb x\u00e1c nh\u1eadn tr\u01b0\u1edbc khi t\u1ea1o.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
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B\u01b0\u1edbc 2: <\/strong>Sau khi anh\/ch\u1ecb x\u00e1c nh\u1eadn th\u00f4ng tin t\u1ea1o m\u00e3 y\u00eau c\u1ea7u v\u1edbi b\u1ea3n preview \u0111\u00f3, h\u1ec7 th\u1ed1ng s\u1ebd t\u1ea1o m\u00e3 Ticket v\u00e0 hi\u1ec3n th\u1ecb tr\u00ean \u0111o\u1ea1n chat \u0111\u1ec3 m\u1ecdi ng\u01b0\u1eddi ti\u1ec7n theo d\u00f5i.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
L\u01b0u \u00fd:<\/strong><\/p>\r\n\r\n\r\n\r\n
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N\u1ebfu qu\u00e1 tr\u00ecnh kh\u1edfi t\u1ea1o g\u1eb7p l\u1ed7i, Agent s\u1ebd th\u00f4ng b\u00e1o r\u00f5 r\u00e0ng v\u00e0 h\u01b0\u1edbng d\u1eabn thao t\u00e1c t\u1ea1o Ticket th\u1ee7 c\u00f4ng tr\u00ean JIRA.<\/li>\r\n\r\n\r\n\r\n
N\u1ebfu phi\u00ean h\u1ed9i tho\u1ea1i b\u1ecb \u0111\u00f3ng ho\u1eb7c l\u00e0m m\u1edbi trang, d\u1eef li\u1ec7u \u0111ang thu th\u1eadp s\u1ebd b\u1ecb h\u1ee7y v\u00e0 c\u1ea7n th\u1ef1c hi\u1ec7n l\u1ea1i t\u1eeb \u0111\u1ea7u.<\/li>\r\n\r\n\r\n\r\n
T\u00ednh n\u0103ng ch\u1ec9 \u00e1p d\u1ee5ng cho nh\u00e2n vi\u00ean MISA \u0111\u00e3 x\u00e1c th\u1ef1c \u0111\u0103ng nh\u1eadp h\u1ec7 th\u1ed1ng.<\/li>\r\n\r\n\r\n\r\n
AVA s\u1ebd \u01b0u ti\u00ean t\u1ef1 \u0111\u1ed9ng x\u00e1c \u0111\u1ecbnh s\u1ea3n ph\u1ea9m, lo\u1ea1i h\u1ed7 tr\u1ee3 v\u00e0 kh\u00e1ch h\u00e0ng, ch\u1ec9 h\u1ecfi khi c\u00f2n thi\u1ebfu th\u00f4ng tin.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n
2.3. H\u01b0\u1edbng d\u1eabn tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket<\/h4>\r\n\r\n\r\n\r\n
Tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket g\u1eedi th\u00f4ng tin ngay tr\u00ean cu\u1ed9c tr\u00f2 chuy\u1ec7n<\/h5>\r\n\r\n\r\n\r\n
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Khi c\u1ea7n tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket v\u00e0 g\u1eedi tr\u1ef1c ti\u1ebfp th\u00f4ng tin \u0111\u00f3 l\u00ean cu\u1ed9c tr\u00f2 chuy\u1ec7n, anh\/ch\u1ecb tag tr\u00ean AVA Ticket v\u00e0 nh\u1eadp c\u00e2u h\u1ecfi.
V\u00ed d\u1ee5: <\/strong>@AVA Ticket tra c\u1ee9u gi\u00fap t\u00f4i tr\u1ea1ng th\u00e1i m\u00e3 ES-176839<\/li>\r\n\r\n\r\n\r\n
AVA s\u1ebd tr\u1ea3 l\u1eddi v\u00e0 g\u1eedi th\u00f4ng tin tr\u1ea1ng th\u00e1i m\u00e3 Ticket.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
Tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket tr\u00ean sidebar<\/h5>\r\n\r\n\r\n\r\n
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T\u1ea1i AMIS Chat, anh\/ch\u1ecb c\u00f3 th\u1ec3 tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket tr\u00ean sidebar ph\u1ea3i b\u1eb1ng c\u00e1ch:\r\n
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Ch\u1ecdn AVA Ticket <\/strong>tr\u00ean danh s\u00e1ch AI Agents (1)<\/strong>.<\/li>\r\n\r\n\r\n\r\n
Nh\u1eadp m\u00e3 Ticket c\u1ea7n tra c\u1ee9u tr\u1ea1ng th\u00e1i (2)<\/strong>.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
$\"\"$ <\/p>\r\n
Tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket tr\u00ean cu\u1ed9c tr\u00f2 chuy\u1ec7n ri\u00eang v\u1edbi AVA Ticket<\/h5>\r\n\r\n\r\n\r\n
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Tr\u00ean AMIS Chat, anh\/ch\u1ecb ch\u1ecdn tab Agentwork (1)<\/strong><\/li>\r\n\r\n\r\n\r\n
Ch\u1ecdn AVA Ticket (2)<\/strong>.<\/li>\r\n\r\n\r\n\r\n
Nh\u1eadp m\u00e3 Ticket c\u1ea7n tra c\u1ee9u tr\u1ea1ng th\u00e1i (3)<\/strong>.<\/li>\r\n<\/ul>\r\n
$\"\"$ <\/p>\r\n\r\n\r\n
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$\"\"$ <\/figure><\/div>\r\n\r\n\r\n
L\u01b0u \u00fd: <\/strong><\/p>\r\n\r\n\r\n\r\n
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Agentwork ch\u1ec9 tr\u1ea3 v\u1ec1 th\u00f4ng tin c\u00f3 trong h\u1ec7 th\u1ed1ng, kh\u00f4ng b\u1ecba ho\u1eb7c d\u1ef1 \u0111o\u00e1n th\u00f4ng tin.<\/li>\r\n\r\n\r\n\r\n
N\u1ebfu kh\u00f4ng t\u00ecm th\u1ea5y d\u1eef li\u1ec7u li\u00ean quan \u0111\u1ebfn m\u00e3 Ticket, Agent s\u1ebd h\u1ecfi l\u1ea1i c\u00f3 mu\u1ed1n t\u1ea1o Ticket m\u1edbi kh\u00f4ng.<\/li>\r\n\r\n\r\n\r\n
T\u00ednh n\u0103ng \u00e1p d\u1ee5ng cho c\u00e1c t\u00e0i kho\u1ea3n \u0111\u00e3 ph\u00e2n quy\u1ec1n truy c\u1eadp JIRA.<\/li>\r\n\r\n\r\n\r\n
V\u1edbi c\u00e1c c\u00e2u h\u1ecfi ph\u1ee9c t\u1ea1p v\u1ec1 nghi\u1ec7p v\u1ee5, Agent s\u1ebd t\u01b0 v\u1ea5n d\u1ef1a tr\u00ean kho tri th\u1ee9c hi\u1ec7n t\u1ea1i. N\u1ebfu ch\u01b0a c\u00f3 s\u1ebd \u0111\u1ec1 xu\u1ea5t t\u1ea1o Ticket.<\/li>\r\n<\/ul>\r\n\r\n\r\n\r\n
Ch\u00fac anh\/ch\u1ecb th\u1ef1c hi\u1ec7n th\u00e0nh c\u00f4ng.<\/p>\r\n","protected":false},"excerpt":{"rendered":"
1. T\u1ed5ng quan v\u1ec1 t\u00ednh n\u0103ng m\u1edbi Agent Ticket \u0110\u1ed1i t\u01b0\u1ee3ng s\u1eed d\u1ee5ng: To\u00e0n th\u1ec3 CBNV MISA. 1.1. Tra c\u1ee9u Kho tri th\u1ee9c v\u1edbi AVA Ticket 1.2. T\u00ednh n\u0103ng T\u1ea1o Ticket qua h\u1ed9i tho\u1ea1i v\u1edbi AVA 1.3. T\u00ednh n\u0103ng Tra c\u1ee9u tr\u1ea1ng th\u00e1i Ticket JIRA tr\u00ean Agentwork 2. H\u01b0\u1edbng d\u1eabn…<\/p>\n","protected":false},"author":103,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-27659","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb\/27659","targetHints":{"allow":["GET"]}}],"collection":[{"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"\/misa-store\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/users\/103"}],"replies":[{"embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/comments?post=27659"}],"version-history":[{"count":3,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb\/27659\/revisions"}],"predecessor-version":[{"id":27695,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb\/27659\/revisions\/27695"}],"wp:attachment":[{"href":"\/misa-store\/wp-json\/wp\/v2\/media?parent=27659"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb-category?post=27659"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"\/misa-store\/wp-json\/wp\/v2\/ht-kb-tag?post=27659"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}