> For the complete documentation index, see [llms.txt](https://docs.maiagent.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.maiagent.ai/serve/daily-operations.md).

# 客服人員日常

客服人員與客服主管每天在後台做的事的入口：客服人員操作手冊、客服主管指南，以及每個日常任務對應的功能頁。

Agent 上線後，客服人員在 <mark style="color:blue;">客服對話</mark> 處理需要人接手的對話。這一節有兩本手冊：

| 你是   | 先讀                                                    | 內容                                                  |
| ---- | ----------------------------------------------------- | --------------------------------------------------- |
| 客服人員 | [客服人員操作手冊](/serve/daily-operations/agent-handbook.md) | 第一天上手、一天的工作流、狀態與分頁定義、情境處理步驟、常見錯誤、可列印的檢查清單           |
| 客服主管 | [客服主管指南](/serve/daily-operations/supervisor-guide.md) | 每日與每週節奏、排班與可用性、工作負載與改派、品質抽查、把答錯的問題變成 FAQ、怎麼讀分析、權限配置 |

轉接條件、派工規則與對話平台的設定由建置者在 [對話與轉真人設定](/build/conversation-settings.md) 管理。

{% hint style="info" %}
進入 <mark style="color:blue;">所有對話</mark> 需要 <mark style="color:blue;">客服對話權限</mark> 與其下的 <mark style="color:blue;">所有對話權限</mark>，看得到哪些對話平台的對話，依所屬角色的權限而定。權限由管理員在 [角色權限管理](/org/roles/role-permission.md) 設定，建議的配法見 [客服主管指南：權限怎麼配給客服](/serve/daily-operations/supervisor-guide.md#permissions)。
{% endhint %}

## 客服人員 <a href="#for-agents" id="for-agents"></a>

| 要做的事                         | 看這裡                                                                              |
| ---------------------------- | -------------------------------------------------------------------------------- |
| 第一天上手、每天照著做的流程               | [客服人員操作手冊](/serve/daily-operations/agent-handbook.md)                            |
| 開始值班或暫停接單、設定排休               | [設定自己的接單狀態](/serve/daily-operations/human-handoff-operations.md#my-availability) |
| 查看各對話平台的對話，找出要處理的對話          | [所有對話](/serve/daily-operations/reply.md)                                         |
| 接手轉真人的對話、回覆、轉派同事或交還 AI       | [真人客服接手與回覆](/serve/daily-operations/human-handoff-operations.md)                 |
| 讓 AI 先擬好回覆，確認或修改後再送出         | [客服 Copilot：客服人員怎麼用](/serve/copilot.md#use-suggestions)                          |
| 了解客戶是誰、看過去的對話                | [聯絡人](/serve/daily-operations/contact.md)                                        |
| 回看單一對話的完整過程，包含 AI 使用的工具      | [對話檢視器](/serve/daily-operations/reply/conversation-viewer.md)                    |
| 用關鍵字找過去的對話                   | [收件匣搜尋](/serve/daily-operations/reply/inbox-search.md)                           |
| 遇到特定狀況（客戶要真人、情緒激動、AI 答錯）怎麼處理 | [客服人員操作手冊：情境處理](/serve/daily-operations/agent-handbook.md#scenarios)             |

## 客服主管 <a href="#for-supervisors" id="for-supervisors"></a>

| 要做的事                    | 看這裡                                                                                                                                              |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ |
| 每天、每週該看什麼               | [客服主管指南](/serve/daily-operations/supervisor-guide.md)                                                                                            |
| 了解客戶常問什麼、AI 解決了多少       | [對話平台分析](/serve/daily-operations/reply/inbox-analysis.md)、[怎麼讀對話平台分析](/serve/daily-operations/supervisor-guide.md#read-inbox-analysis)           |
| 檢查 AI 回答品質並修正答錯的問題      | [AI 客服品質管理](/serve/ai-quality-guide.md)、[品質抽查流程](/serve/daily-operations/supervisor-guide.md#quality-review)                                     |
| 替客服調整接單狀態與排休、查看每位客服的工作量 | [客服可用性](/build/conversation-settings/human-handoff.md#agent-availability)、[客服工作負載](/build/conversation-settings/human-handoff.md#agent-workload) |
| 批次整理對話的處理狀態             | [所有對話：批次更新狀態](/serve/daily-operations/reply.md#batch-update)                                                                                     |
| 替新進客服開權限                | [權限怎麼配給客服](/serve/daily-operations/supervisor-guide.md#permissions)                                                                              |


---

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