Overview

The Email Monitoring feature in the Supervisor application allows contact centre supervisors to oversee and manage email interactions efficiently. This feature provides a structured approach to monitoring incoming and outgoing emails, tracking response times, and ensuring that email handling aligns with service level agreements (SLAs). By leveraging Email Monitoring, supervisors can enhance team productivity, improve customer service, and streamline email communication within the contact centre.

Accessing Email Monitoring

• The Email Monitoring menu enables supervisors to monitor email conversations in different states.
• The interface consists of three sections:
  • (A) Email Accounts Overview – Displays all monitored email accounts.
  • (B) Email Conversations Panel – Lists all active email conversations and their related messages.
  • (C) Email Content Viewer – Displays the content of the selected email message.
• The ‘Email Management’ authorization is required to access this feature.
• The ‘System Access’ authorization allows supervisors to view all email accounts; without it, access is limited to assigned routers.

Managing Email Conversations

Viewing and Filtering Emails

• Select an Email Account (A) to see the related email conversations in the Conversations Panel (B).
• Use the filter and grouping options in section (B) to refine the email list.
• Email conversations are composed of multiple messages, starting with the customer’s initial request.
• Automatic replies may be generated based on pre-configured email rules.
• Email routing within the UCS System determines the handling process for customer emails.

Email Handling Actions

Agents have several options when handling email conversations:

• Reply – If the request is clear, an immediate response can be sent.
• Consultation – If further investigation is needed, the agent can forward the email for consultation while informing the customer of the status.
• Forward – If the agent cannot handle the request, they can forward it to another team member.
• Close with Pending Action – The agent can:
  • Leave the email conversation open (hibernate state) if a customer response is expected.
  • Park the email for later follow-up.
  • Close the conversation if no further action is required.

Managing Open Emails

• Agents can set a Time-out period for temporarily open emails to prevent them from being rerouted.
• After the Time-out period expires or when a new message is added, the email is rerouted automatically.
• If an email requires no further action, it can be discarded after being reviewed.

Email Status and Actions

Supervisors can take various actions using the menu available in (B):

• Close or Reopen an email conversation.
• Discard emails that no longer require action.
• Upgrade Priority for urgent emails.
• Re-route emails to different agents or departments.

Additional Features and Configurations

• Undeliverable Messages – Emails that cannot be forwarded due to incorrect addresses are listed.
• MTNR (Mail Tracking Number) – A unique identifier assigned to each conversation to keep messages linked.
• Out-of-Office Replies – These are displayed but not considered as actual replies.
• Email Routing Rules – Configured via Resources > Email Accounts to define automated routing and handling.

Search and Tracking

• Emails can be searched via Tracking > Email, using filters like sender address, subject, or assigned agent.

• The Tracking Number (MTNR) can be included in auto-replies for easy reference.

Service Level and Alerts

• Office hours set in the Administrator Application are used to calculate response times and trigger SLA alarms.
• Supervisors can configure alerts for delayed responses to ensure timely customer interactions.

Organizing Emails with Categories

• Categories help classify and prioritize emails with color-coded labels.
• Categories can be assigned manually or automatically using machine learning.
• Supervisors can manage categories via Resources > Email Accounts.

Exporting and Reporting

• Email job data can be exported to Excel for further analysis.
• Supervisors can access Email Performance Reports for insights into agent handling times, response rates, and service quality.

By utilising Email Monitoring effectively, supervisors can improve workflow efficiency, reduce response times, and enhance customer satisfaction in the contact centre.