The email panel displays your:
Within settings, agents can choose how they wish to display their incoming interactions: Banner & Panel, Banner only, or Panel only. If Banner & Panel or Panel is chosen, any incoming pending interaction will show up in the Email panel. It will provide the No Answer Time Out countdown, Interaction Type and Originating BP, Name and Email address. If the agent chooses to only display incoming interactions through the Banner, the interaction panel will not display pending interactions.
From the panel, by right clicking on the pending email interaction, the agent can accept or decline the interaction:
The Active Email session displays all active Email interactions. Each active Email will display the name of the contact and the date and time the interaction was received.
By right clicking on an active email within the panel, you will have interaction control to Transfer/Reply or Cancel/Send an email. If an agent chooses to reply to an email, the interaction controls will change to cancel or send a reply to the email interaction.
Email history will show all recent historical email interactions, including the customer name, date and time the interaction was handled.
Double clicking on an interaction will open the historical interaction and display the email history, completion status and disposition code applied to the interaction.
When a new email interaction is being offered to an agent the following information will be present for review before accepting the interaction:
To accept and reply to the incoming email, select the icon
To decline the interaction and send the interaction back to queue, select the icon. Note, if you are the only ready agent in the BP, the interaction will continue to present itself until accepted or another agent becomes ready.
Once an email interaction has been accepted, the agent will have a chance to preview the email before deciding if they can provide a reply. If the agent wishes to reply to the email, the agent can select Reply in the email interaction of right click on the active email interaction in the App Side bar and select Reply.
Once the agent has selected Reply, the email interaction window will update to allow the agent to send a response. Within the new window the agent will have the ability to:
Once the agent has entered in the response and is ready to send, select Send in the interaction window.
A confirmation message will appear when the email was successfully sent. To complete the interaction, select a disposition code (if mandatory), a remark for the contact if needed, followed by Complete. Completing the interaction will end the interaction, moving the email to historical interaction in the App Side bar and changing the agent state to Ready to handle another interaction.
Once an agent has sent a reply to the email interaction, the agent will automatically be put in a wrap-up state if pre-configured in the Setup Client. If no wrap-up has been configured, you will automatically be put back into a Ready state.
If Wrap-up has been configured, the following options will be available to complete the interaction:
An email interaction can only be blind transferred (consulted transfer is not possible with email interactions) if the agent has not opted in to replying to the email. If the agent has already selected to send a response, they can no longer transfer the email interaction.
Once the email interaction has been accepted, to transfer the interaction to another Agent, BP, Supervisor or Channel, select the Transfer Icon within the email window or right click on the active interaction in the Apps Side Bar.
The Transfer window will open and by default the agents favorites will be expanded.
Within the search bar type the name of the Agent, BP or Channel you wish to transfer the interaction. As you begin to type, the window will filter each category and make available only the contacts that match your search criteria.
Select the transfer arrow to complete the blind transfer.
Once the transfer has been initiated, the interaction will disappear and you will receive a successful transfer message
Initializing a New Email Interaction
To initialize a new outgoing email interaction, first select the email tab on the Apps Side Bar, followed by the create new email button on the bottom right hand corner of the agent screen
The agent will be prompted to select the outgoing Business Process to send the email interaction from.
Once a BP has been selected a new email interaction will open.
Enter in the appropriate recipient email addresses into the To/CC/BCC fields, Subject and fill in the email body. Once these three required fields have been added, the agent will be able to send the email.