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Operational parameters for email routing

Acknowledgements

For instructions on setting these parameters, see Configure email acknowledgements.

Parameter Values (default in bold) Mandatory? Description
Email acknowledgement True, False Yes Sends customer an acknowledgement email, content depending on whether you are open, closed, or on a special day
Email acknowledgement body open hours Thank you for your email. We will get back to you as soon as possible., text string entered in Value field Yes The body text used for acknowledgements sent during regular hours
Email acknowledgement body closed hours Thank you for your email. We are currently closed and will get back to you as soon as possible. Our office hours are:, text string entered in Value field Yes The body text used for acknowledgements sent during closed hours
Email acknowledgement body special days Thank you for your email. We are currently closed and will get back to you as soon as possible. Our office reopens on date, text string entered in Value field Yes The body text used for acknowledgements sent during special days
Email acknowledgement opening Dear Customer name, text string entered in Value field Yes The greeting to the customer at the beginning of the acknowledgement
Email acknowledgement closing Regards, text string entered in Value field Yes The closing term to the customer at the end of the acknowledgement
Email acknowledgement time zone [none], free-form text such as Central Time or GMT No The time zone text that you want to include in your email acknowledgements.
Email from [none], email address No The email address (typically DoNotReply) used in sending email responses to customers

Contact center status

For instructions on setting these parameters, see Set open hours and special days.

Parameter Values (default in bold) Mandatory? Description
Email open hours From Monday to Friday, 0800-2000, closed Saturday and Sunday, any value set in the Value > Date Pattern field Yes Sets the hours that you are open and accepting emails; to specify open hours on specific dates, you must place the date above all day-of-week entries
Email special day December 25, January 1, any value set in the Value > Date Pattern field No A list of exceptions to the regular open hours, for a holiday or other reason.

Distribution

For instructions on setting these parameters, see Configure distribution.

Parameter Values (default in bold) Mandatory? Description
Email screening True, False Yes Enables email screening rules
Email target [none], agent group Yes The agent group that first receives all emails
Email overflow target [none], agent group No The agent group that receives all emails that exceed the overflow target timeout
Email target timeout 3600, integer between 1 and 99999 No The length of time (in seconds) that an email can go unattended before being passed to the overflow agent group
Email overflow target timeout 86400 (24 hours), integer between 1 and 99999 No The length of time (in seconds) that an email can go unattended before being passed to the first available agent group (either target or overflow)
Email supervisor review False, True Yes Enables supervisor review.
Email supervisor review percentage 100, integer between 0 and 100 Yes The percentage of emails routed to supervisors for review
Email supervisor agent group [none], agent group No The supervisor agent group that receives the emails when supervisor review is enabled
Email default virtual queue VQ_Default_email, a target virtual queue set in GA Yes The default virtual queue to which all emails are routed, for reporting

Priority tuning

For instructions on setting these parameters, see Tune priorities.

Parameter Values (default in bold) Mandatory? Description
Email priority 100, integer between 1 and 99999 Yes The initial priority assigned to each incoming email
Email overflow priority 100, integer between 1 and 99999 Yes The priority assigned to all emails that exceed the overflow target timeout
This page was last modified on July 15, 2014, at 08:33.

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