Email routing application
The Business Edition Premise email routing application can:
- Screen incoming email subject lines for recognized terms
- Enable supervisor review before the emailer receives an agent response
- Distribute the email to a target agent group
- Send an acknowledgement based on contact center status
If you enable screening, the application scans the subject line of the email, looking for terms that match those defined in the screening rules. If it finds a match, it uses the parameter values defined in one of the five Category parameter groups.
For example, if the email subject includes the term "annoyed", and the Category2 screening rule includes the term "annoyed", the application uses the Category2 parameter group values, such as Email supervisor review=True and Email supervisor review percentage=100, meaning that a supervisor will review every response to such an email.
If there is no match or screening is not enabled, the application assigns the default category.
The screening rule also determines the target and overflow agent groups. If the email is not handled by an agent from the Email target agent group within the Email target timeout (default is one hour), the email is routed to the Email overflow target agent group. If the email is not handled by an agent from the overflow target agent group within the Email overflow target timeout (default is one day), the email returns either to the target agent group or to the overflow agent group, at a higher priority.
Like the voice routing application, the email application can send a different acknowledgement email based on the status of the contact center: open, closed, or special day.
To deploy the Business Edition Premise routing applications, you deploy the solution definition in Genesys Administrator Extension (GAX). Solution definitions are also known as solution package definitions, or SPDs. The email routing application also requires you to deploy eServices applications, import Knowledge Manager templates, and deploy the email strategy.
This section describes how to deploy the email routing application. Email deployment is optional; if you are not installing the email option, you can skip these steps.
[+] Step 1. Install the email solution definition
[+] Step 2. Import the Knowledge Manager templates
[+] Step 3. Deploy the email strategy
Business Edition Premise routing configuration occurs at two levels:
- Initial configuration, which involves the setup of auto-attendant menus, business rules, and other configuration objects, requires a basic understanding of Genesys software, particularly Genesys Administrator, SIP Server, and, for email, eServices Knowledge Manager.
- Administrative configuration, such as setting open hours and switching among auto-attendant menu trees, is a subset of the initial configuration tasks and takes place entirely within Genesys Administrator Extension (GAX). It requires no advanced knowledge of Genesys software.
You can configure different values for a number of routing parameters, such as open hours and call priority. To handle different call flow and email scenarios, you use GAX to create parameter groups based on the default parameter group templates supplied in Business Edition Premise.
Email solution definitions (SPDs)Installation of the solution definitions (SPDs) automatically creates several objects. Configuration Server objects created by previous voice or email installations are not overwritten. [+] Show more info
Initial configuration of the email routing application depends on the needs of the customer. In many cases, the defaults supplied in the solution definition will be sufficient.
You can adjust email routing parameters in either of two ways:
- To set new default values to be used in all new parameter groups that use the parameter, open Genesys Administrator Extension, navigate to Operations > Parameters, and adjust values as desired. Do not change Key Names.
- To set a new value that applies only to a specific parameter group, open Genesys Administrator Extension, navigate to Operations > Parameter groups, and adjust values as desired.
[+] Step 1. Configure screening rules
[+] Step 2. Configure email acknowledgements
[+] Step 3. Configure distribution
[+] Step 4. Set open hours and special days
[+] Step 5. Tune priorities
[+] Step 6. Send a test email
[+] Step 7. Configure UCS database pruning
This section describes the operational parameters that are available for the email routing application. For instructions on setting these parameters, see Configuration.