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Inbound Email

Overview

The Inbound Email Interaction window enables you to handle many email related tasks, including the following:
  • Reply or Reply All to the email
  • Transfer the email
  • Consult by the voice channel with another agent about the current email interaction. The target agent can choose not to accept your consultation request.
  • Set a disposition code
  • Save the email in a workbin for later handling
  • Use the Note to attach a note to the interaction history
  • View Case Information (attached data) for the current interaction
  • Select Mark Done for the current interaction
  • View information about the contact in the Information tab.
  • View the history of interactions with this contact in the History tab.

Transferring an Inbound Email

To transfer an inbound email interaction that you have accepted, select the Transfer (IW Email Transfer Icon 850.png) button. The Team Communicator is displayed. Choose a transfer target. Select E-Mail Transfer.

If the target accepts the interaction, the interaction window on your desktop closes.

If the target rejects the interaction, the interaction window reopens on your desktop and displays an error that informs you that the target rejected the interaction.

Disposition Codes

The Dispositions view is a tab in the Case Information dialog box. It is used to flag calls for reporting purposes. It contains one or more lists of choices that you can click to specify the outcome of the interaction. The Dispositions view enables you to assign one or more codes to an ongoing or terminated interaction to qualify the outcome of the interaction.

Depending on your system configuration:

  • You might have to set a disposition code before you click Mark Done IW Workbin Mark Done Button 850.png.
  • You might be able to click Mark Done IW Workbin Mark Done Button 850.png without a disposition code.
  • You might have to choose from a single list of dispositions.
  • You might have to choose multiple, nested dispositions.

Mandatory Disposition Codes (Optional Feature)

Your contact center system might be configured to make selecting a disposition code for each call as mandatory. If so, after the active call is complete, you must select a disposition code for the call. After the disposition code is selected, you must click Mark Done IW Workbin Mark Done Button 850.png to dismiss the Disposition Code dialog box.

Selecting a Single Disposition Code (Optional Feature)

Select a disposition code for the interaction by clicking the radio button next to the appropriate code.

Selecting Multiple Disposition Codes (Optional Feature)

If your system configuration requires you to enter multiple dispositions, these dispositions are set both in the Case Data area and in the Disposition tab.

In the Case Data area, if the drop-down lists for options, for example Caller Type and Program Type (the names might be different in your system) are not available, click + to add the drop-down lists, then use the drop-down to specify the Disposition.

In the Disposition tab, select a disposition code from each of the disposition drop-down lists. You might have to select a disposition from the first list to populate the second list.

Notes

The Notes view is a tab in the Case Information dialog box. It enables you to record notes about your calls for reporting purposes. It contains a text field in which you can enter up to 256 characters of text information.

Depending on your system configuration, this feature might not be available as it is optional. This feature is made available by your system administrator.

Adding a Note

To add a note:

  1. Click the Note tab.
  2. Click in the text field to give it the focus.
  3. Type your note.
  4. Click Save to save the note contents to the interaction record, or, click Cancel (or press ESC) to clear the note text field without saving the note.

Depending on how your system is set up, you might only be able to edit the content of the note as long as the email interaction is active or released. Check with your supervisor to determine when the note content can no longer be edited.

If you transfer the email to another agent, the note will be transferred with the email.

If you are being monitored by a supervisor, the supervisor can view your note in read-only mode.

Tip
Notes that you add to the Note tab of an inbound email interaction is not automatically copied to the outgoing email reply. If you want to include the same note in the reply, you must copy and paste it from the inbound email Note tab or manually enter a new note in the Note tab of the outgoing email.

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This page was last modified on November 11, 2016, at 03:30.