Email messages that enter the UCS system through registered Email Accounts are routed correctly based on predefined email rules. These accounts and initial email rules are set up by your Administrator.

In the Supervisor application, you can add or modify email rules through the menu item Resources >> Email Accounts. After selecting an email account (1), a window will appear on the right side with three configuration sections:

• Email Account (2)
• Email Rules (3)
• Email Categories (4)

This menu item is accessible with the 'Email Management' authorization.

The 'System Access' authorization allows visibility of all email accounts; otherwise, you can only view the email accounts for the Routers assigned to you.

To streamline email handling for Agents, default text blocks can be defined in the Supervisor Application via Resources > Text Blocks.

Email Account Editing

You can temporarily stop or enable the routing of email conversations to the UCS clients. Additionally, it is possible to add a signature to all email replies for each Email Account.

To make changes, follow these steps:

Stop/Start Email & Change Email Signature

1. Go to Resources > Email Accounts in the menu.
2. Select the desired Email Account. The settings for the account will be displayed on the right side.
3. Click on the Edit link.
4. Make the necessary changes and save them by clicking the Save Changes button.

Email Routing Rules

Email rules allow you to set up automated actions and route emails to the appropriate agents based on specific conditions. These rules are applied in a top-down sequence, meaning a rule with a condition of "None" must be placed last, as it will catch any emails not matched by the previous rules.

Add/Edit Email Rules

1. Go to Resources > Email in the menu.
2. Select the appropriate Email Account on the left-hand side. The rules for the account will appear.
3. To add a new rule, click the Add button. To edit an existing rule, select it and click the Edit button. The Email Rule window will appear with several sections.

Sections Overview

Name & Condition

• Name: Enter the name of the email rule.
• Condition: Choose None or define conditions for the rule:
  • Look into: Subject / Body / Subject and Body / Sender address.
  • Text to look for: Enter keywords.
  • Condition type:
    • Each word: Finds any one of the keywords.
    • All words: Finds all keywords.
    • Exact phrase: Matches the exact phrase.
  • When using "Each word" or "All words", separate multiple keywords with spaces.

Scan

Scan for email address: Checks the email header for the sender’s address, useful for online form submissions.

Routing

Routing: Select Yes to configure routing or No to send to a general Supervisor address or use the default Router action.

Router: Select the Router to which the email should be routed.

Skill1/Skill2: Assign required skills (up to 2).

Router priority: Define the priority for the Router.

Increase priority: Automatically increase priority for follow-up messages.

Route to agent

• Inbox background: Send to external email apps (e.g., MS Outlook).
• Direct foreground: Send to the agent’s client.
• Pick from queue: Allow the agent to pick the email.

Use language as skill: The system detects the language and assigns it as a required skill.

SL Time: Set the Service Level time for the email.

Note: Emails can be sent to external email applications (Background Email handling). UCS limits to one email every 5 minutes per agent. The agent remains available for routed calls in the client. The minimum skill score feature does not apply to routed emails.

Auto Discard

• Auto discard:
  • None: No discard action.
  • Immediate: Discard the email immediately.
  • After x hours: Define a delay before the email is discarded.

Forwarding

• Forwarding:
  • No: Do not forward.
  • Yes: Forward the email to the specified address.

Auto Reply

• None: No auto reply.
• Immediate: Send an immediate auto reply.
• Delayed: Send after a set delay.
  • After x hours: Define the delay.
  • Reply text: Enter the content of the auto reply.
  • Add signature: Include a signature in the auto reply.
  • Reply is final: Marks the reply as final and the email as handled.

Alerting

• Alert:
  • No: No alert.
  • Yes: Set an alert after a specified number of hours.
  • After x hours: Define the hours for the alert.

Work Item

• Create:
  • Yes: Automatically create a Work Item.
  • No: Do not create a Work Item.
• Type: Select the type of Work Item to create.
• Priority: Set the priority for the Work Item.

Deletion

• Deletion:
  • No: Do not delete the email.
  • Yes: Delete the email after a specified period.
  • After x hours: Define the hours before deletion.

Additional Notes

• Each email conversation is assigned a unique tracking number (MTNR) to keep them together for monitoring. Use <MTNR> in the auto-reply text to reference the tracking number.
• For Service Level calculations and alarm triggers, office hours are derived from the Clock settings of the default Router registered in the Administrator application.

Email Categories

To improve the organization of email handling, categories can be assigned to email messages. These categories provide color-coded options and support automatic assignment of qualifiers. Categories are set up in the Supervisor Application and can be manually assigned by a Supervisor or Agent in the client.

Using Machine Learning, the UCS System can learn to automatically assign categories to incoming emails based on its training. However, categories can still be changed manually.

Steps to Maintain Email Categories

1. Go to Resources > Email in the menu.
2. Select the appropriate Email Account. The settings for the email account will appear on the right side, with the categories displayed in a second section.
3. To add a new category, click the Add button.
4. Provide the category with a unique name, select a color, and assign a qualification if needed. (The list of available qualifiers is managed in the Administrator Application.)
5. Click OK to save the new category.

To edit an existing category

1. Select the appropriate category.
2. Click the Edit button, update the necessary fields, and click OK to save the changes.