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