When an agent is skilled in receiving and managing emails, the additional menu icon is shown on the right side.

Queued Email

As with all routed interactions, emails will appear in the queue panel on the left side of the screen as shown above.

Click on the 3 dots to show some options:

Retrieve Email

If an agent clicks on the 3 dots and selects ‘Retrieve Email’, the interaction is plucked by the agent for them to work on.

Preview Email

Preview Email gives the agent the ability to see what the content of the email is before they take ownership as shown below.

Priority

The priority of an email can be changed using the 3 dot menu.

For example, an agent may review this email and determine that it is a low priority. They can then mark it as 'Low' so that other agents know it has been assessed. This helps ensure that agents can focus their attention on higher-priority items.

Emails with the highest priority will appear at the top of the queue.

Remove from queue

UN-2502-400 - Remove from queue

Email conversation tracking

Each email is assigned a unique MTNR number (e.g., #1011 in the below example). If a customer replies to your response within the same conversation—or if a colleague responds to a forwarded email—the MTNR number ensures that all related messages remain grouped within a single email conversation.

Working on an email

After retrieving an email by double-clicking it or clicking the ‘Retrieve Email’ button, you can access various interaction functions.

Requeue

Routed emails can be easily placed back into the same queue, transferred to another queue or transferred to a specific Agent via the requeue button.

Back into the same router (queue)

Once an email has been retrieved, click the main area of the button to send the email back to the same router (queue) that the email was received on.

Send to a different router

Click the small drop-down arrow to the side of the ‘Requeue’ button to send the email to a different router.

Advanced Requeue

Clicking on ‘Advanced..’ displays a pop-up where the router can be selected along with additional fields such as ‘Priority’, ‘Skill1’ and ‘Skill2’.

Transfer Requeue

A transfer requeue can be used if the email needs to be placed back into the same, or different, router but directed to a specific agent. The priority level can also be changed.

Park

When you have accepted a conversation but cannot handle it immediately, you can park the conversation. It will be placed in a Parking Queue, allowing you to take on another conversation if needed. The parked conversation can be manually retrieved from the Queue by you or other Agents.

Private Park

You can also park the conversation privately. In this case, the conversation is placed in the Parking Queue under your name. Other Agents will not see it, and you will be the only one who can retrieve it.

Reply

Once the ‘Reply’ button is selected, the email screen changes to allow a response to be formulated.

When dealing with text based conversations, use the left pointing arrow to minimise the queue panel and give more on-screen space for easier text formatting.

 

• Cancel - Closes the email response panel.
• Save – Saves your response so you can continue later. Once saved, the response will be available in the drop-down selection under ‘Concept’. Any further changes to the email draft can be saved and the ‘Concept’ email will be automatically updated.

• BCC – Allows you to add other recipients (BCC).
• Attach – This enables you to add attachments.
• Send – Send your response.

Textblocks

Textblocks can be utilized to streamline and expedite responses. Each text block has a unique shortcut code, displayed in brackets, allowing for quick selection. These text blocks are organized into categories and may vary depending on the queue, ensuring that relevant responses are easily accessible for efficient handling of different tasks.

Consult

You can forward the email to a colleague for advice. The colleague will receive the email, but when they respond, the reply will not be sent directly to the original sender. Instead, it will return to you, allowing you to review and, if needed, modify the response before sending it to the sender.

Forward

You can forward the email to a colleague. Depending on the system settings, the colleague’s response may return to you first (as with consultation) or go directly to the sender.

Print

Opens your workstation printing options.

Close

Clicking the ‘Closed’ button marks the email as closed/handled/dealt with. 

Discard

Clicking the ‘Discard’ button marks the email as discarded. 

Leave open

If you are unable or do not wish to complete the email immediately, you can choose to leave it open. The email will temporarily disappear from view but will be brought back to your attention later. It will reappear in the queue with your name attached to it.

Qualifiers

Sometimes your company is interested in the different types of emails. With this information, the contact flow can be fine-tuned to provide a better service and redirect the caller to the correct department. This option is supported by the Qualification feature and is only applicable for routed interactions.  

If your company uses the Qualification feature, the dropdown list with the available qualifiers is unfolded automatically when you finish a routed interaction and the after-call-work time is activated. Click on the appropriate qualifications. You can also assign the Qualifiers during the email interaction. 

Qualifiers are configured by the system administrators only.

With admin setting of ‘Multiple call qualification’ switch OFF

With admin setting of ‘Multiple call qualification’ switch ON

Agents can select one, or multiple qualifiers, and then click Save.