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Tip

With this tool, uContact users can receive and send Emails using the portal.Mediante questo tool gli utenti uContact possono ricevere ed inviare email dal portale.

Content

Table of Contents
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Amministrazione Email

Administration

Basic

Configurazione Base Email

ConfigurationAllows the user to create Email Campaigns

Consente all’utente di creare la campagna Email.

Campaign Data

Dati Campagna

  • Name
    Campaign's name for identification purposes.

  • Service Level
    Is the calls percentage that were attended by the agent before a stipulated time.

  • Strategy
    Is the behavior that the campaign will have. To know more about this, please visit Strategies

  • Schedule
    Time in which the campaign will be available, that is, with agents available to handle the interactions.
    To add a schedule configuration you must add it with the '+' button and a new window will appear to add the schedule.
    To delete a schedule, select it from the list and press the '-' button

Email Data

  • Account
    Email account that is going to receive the emails.

  • Password
    Account password. If this one is wrong written the user will be notified and the campaign can not be created till the password of the account is right.

  • Outbound SMTP
    Protocol for simple assigned email transference.

  • Inbound IMAP
    Protocol for accessing internet messages.

  • Port
    Designated port number

Tip

To finish the creation process, the user must click on the "Save" button.

Expand
titleParameters Details

These parameters already have a default value for the proper functioning of the campaign.

To see more about its function visit Important concepts - Omnichannel

Maximum Interactions per Agent
Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.

Enable
The system can have a non working Email campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used.

Receive Emails
If enabled, emails from this email address will enter the system as an interaction.

Signature
In the Templates section, a new one can be configured and used as a signature that will be assigned here. When an agent responds/sends and email through the specific campaign, the signature will load automatically.

Enable qualification
When this checkbox is active, it enables two more fields that will be used to configure the rating of each outgoing email generated in the campaign.

Image RemovedMotivation to qualify

  • Nome
    Nome della campagna per essere identificata.

  • Livello di Servizio
    Percentuale delle chiamate ricevute dall’agente nel tempo stabilito.

  • Strategia
    Comportamento della campagna. Per avere ulteriori informazioni, si prego di visitare la pagina Strategies

  • Schedule
    Tempo di disponibilità della campagna, ovvero in cui gli agenti sono disponibili per avere interazioni.
    Per aggiungere una configurazione schedule bisogna aggiungerla con il tasto'+' ed una nuova finestra apparirà in modo da poter aggiungere la schedula.
    Per eliminare la schedula bisogna selezionarla dalla lista e cliccare sul tasto, '-'.

Dati Email

  • Account
    Account email che ricevera le email.

  • Password
    Password dell’account. Se scritto in modo sbagliato, l’utente sarà informato e la campagna non verrà creata finchè la password non risulta corretta.

  • Outbound SMTP
    Protocollo per il semplice trasferimento di email.

  • Inbound IMAP
    Protocollo per avere accesso ai messaggi.

  • Port
    Numero di porta indicato

Tip

Per terminare la creazione l’utente deve cliccare sul tasto “Salva”.

Expand
titleDettagli dei Parametri

Questi parametri hanno già un valore predefinito per la funzionalità propria della campagna.T

Per saperne di più, visitare la pagina Important concepts - Omnichannel

Numero massimo di interazioni per Agente
Limita la quantità di interazioni che un agente può avere attive contemporaneamente. Le restanti attendono in coda.

Abilita
ll sistema può avere una campagna email che non è attiva senza doverla eliminare del tutto e perdere le informazioni. Se si clicca su abilita, la campagna può essere utilizzata.

Recevi Emails
Se abilitato entreranno nel sistema le email da questo indirizzo mail.I

Firma
Nel Template si può configurare e può essere poi utilizzata una nuova firma che verrà qui assegnata. Quando un agente risponde ad una email da una specifica campagna, la firma viene caricata automaticamente.

Qualifica di abilitazione
Quando la checkbox è attiva, essa abilita 2 campi in più che saranno utilizzati per configurare la valutazione di ciascuna email in uscita dalla campagna assegnata.

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  • Motivation to qualify
    E' il titolo della qualifica; potrebbe essere “Qualifica il servizio” this is the title of the qualification an example could be 'Qualify our service' and it will be just above the rating icons.

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    Thanks for rating
    By clicking on this field, we will be shown a modal to write a thank you message that will be shown to the client after qualifying.

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    e sarà sopra le icone di valutazione.

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  • Grazie per la valutazione
    Cliccando su questo campo, verrà mostrata la modalità per scrivere un messaggio di ringraziamento che apparirà al cliente dopo la sua valutazione.

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Tip

Once we have everything configured and saved, when an email is sent through this campaign, the recipient can rate it.

Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds). For more information visit Thresholds - Omnichannel

Confirmation Message
When this box is activated with the check box next to it, the campaign can have a Template adjudicated. This one will work the following way, when a client sends a mail through that campaign, the client will get an automatic mail containing the template adjudicated, and an agent will get the interaction.

Encryption/Security
The user has three different options TLS, SSL y SMTP. 

  • Example for Gmail configuration
    Outbound SMTP                       Port
    smtp.gmail.com                         587
    Inbound IMAP
    imap.gmail.com                         993

When the two options are correctly configured, the status of this one will be green, on the contrary will be red, indicating that fields must be checked and corrected.

Tip

To end the process, the user must click on the "Save" button below.

Apart from that, the campaign can be deleted by selecting it and clicking on the "Delete" button.

Once the campaign is created, this one will appear in the list on the right side of the screen.

If the user selects a campaign from there, all its data will load in the section of the left, so the user can always modify it.

Members

In order to add or delete agents from a campaign, the user must go to Members on the top left corner.

Add Member

  1. In the Campaigns column, select one or more campaigns to which you want to add or remove members.

  2. Select one or more agents from the Agents column and press Add

  3. In the Members column we will see the agents added to the campaign.

Tip

To see more about this screen go to Members - Omnichannel

Note

Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.

Templates

Easily design your own Templates.

Each one of this is assigned to a specific campaign.

Expand
titleCreate templates

To create a new Template, the user must specify its name on the top box and the campaign assigned to this one on the bottom box, which is optional by checking the box next to it.

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In case there is no campaign adjudicated to the template, this one will appear for every campaign in the system.

If the user wants to edit an existing Template, first of all select this one from the table below and the template will appear ready to be modified.

Email Dialer Configuration

Configure your Email dialer campaign to send massive volumes of emails.

Expand
titleDialer Configuration

Campaigns: Every Email campaign in the system will be listed here so it can be associated to the email dialer campaign.

Time between messages: Indicates the time that a new email interaction will enter after closing one.

Schedule: Schedule a date in which it is desired that the dialer works. As an example you can put the dialer to work from Monday to Friday from 13hs to 18hs in which the dialer will start dialing when it is on schedule.

Templates: A template created on the Email campaign section can be adjudicated to the email dialer campaign.

Attach Schedule: The user can attach an event to the email. If the options gets checked, the following will unfold:

Title: Name of the event. The title can have variables as well, this ones must be detailed on the .csv file uploaded to the Dialer. Ex.: ${variableName}

Organizer: Who organized the event. The organizer can have variables as well, this ones must be detailed on the .csv file uploaded to the Dialer. Ex.: ${variableName}

Parametrizable Start Date: The initial date can be added as a varibale. Ex.: ${variableName}

Parametrizable End Date: The end date can be added as a varibale. Ex.: ${variableName}

Start Date: The user can pick an initial date using the calendar.

End Date: The user can pick an end date using the calendar.

Email Agent

This is how the agent uses Email in the portal.

Expand
titleStart email interactions

Next to this searching box, there is an icon where the user can easily start interactions.

The following box will unfold:

And inside the Email option:

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The agent will have on his Inbox the Email with which she/he started an interaction.

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This Email will unfold on the right side of this section, showing its history of conversation and the client's information:

  • Email Campaign's name

  • Client's Email

  • Client's name

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When the user opens up the email, this one can be answered to the same user that sent it, or Forward it to as many other users as the person wants.

Expand
titleSearch email interactions

In section on the left, the user has an interaction searching box.

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Can search by campaigns name, client's email, subject and client's name.

Tip

An email can be forward, by clicking on the arrow icon next to the answering box.

  • If the main mail has files attached to it, the forward email is going to have them automatically.

Supervisor

Campaign Monitoring

Here the statistics in real time are shown.

Expand
titleOn screen information
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Left down table

  • Icon
    Icon Agent Status. Along with the status icon you may appear: if the agent is in a phone call appears ; and if the agent is to break the break for that picture will appear.

  • Channel Status
    If the agent has an interaction opened, the logo of this one will appear in this column for SMS, Webchat, Email and Twitter.
    If the agent is attending more than one type of interaction, this one's will appear next to each other

  • Status
    Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break (still break any available).

  • Agent
    Name agents members of the campaign.

  • Completed
    Number of Emails completed by agent incoming/outgoing.

  • Time
    Time of the last change agent status

  • Active
    Represents the interactions that the agent has active.

Right down table

  • Email: Client's email address

  • On Hold: Client's waiting time.

Expand
titleActions with agents

When an agent has an active interaction, the supervisor can click on it an the following options will appear:

  • Spy
    Supervisor can view in real time the messages exchanged between agent-client.

  • Screen monitoring
    Supervisor can view in real time the agent's screen.

  • Info
    Shows the agent information.

  • Pause
    Supervisor can pause the agent status.

  • Chat
    Supervisor can chat with the agent.

  • Log out agent
    Supervisor can log out the agent's account.

Recording

In this section, the supervisor will see every Email chat interaction.

Expand
titleSearch Recordings
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Parameters for filtering

  • Start date
    Start Date Search Email recordings .

  • Final date
    End of recordings that we get from the search.

  • Email
    E-mail client we want to find . In this field you can put a part of the mail and the search will be the same.

  • Subject
    Inbound mail subject.

  • Campaign
    Select the campaigns Email available on the list.

  • Agent
    Select the agents who attended the Email.

Email Viewer

When the user clicks on one of the mails, the following opens up:

Dialers Monitoring

Menu to supervise the state of the Email campaign services.

Dashboard

Show all the active emails services, allowing supervise its activity and upload information.

Expand
titleParameters description

Campaign: Allow to select a campaign to supervise.

Name List: Name of the active list and its state:

  • Inactive

  • Active

Status: Show the general state of the campaign based on the following states:

  • Inactive

  • Active

In date : Show if the campaign is in date according the definition, with the following status:

  • Inactive

  • Active

Processed: Amount of emails processed for campaigns.

Not processed: Number of emails left in the campaign to process.

Sent: Number of processed mails that where correctly sent.

Failed: Number of processed mails that where not sent correctly.

Seen: Number of processed mails that were opened by the recipient.

Rejected: Number of rejected emails.

Spam: Number of emails that when to spam, this ones are registrated on the Blacklist section.

Lists

Section where the email dialer lists are administrated.

Expand
titleParameters description

Subject: Subject that the mails will have.

Upload List: A csv file can be uploaded as massive registry of contacts to sent the mails to.
The csv file must have the following format:

campaign;destination;message;attachments;variables;priority

The parameter campaign must be the same as the email campaign's name associated to the dialer from where the emails are going to be sent. (Obligatory)

The destination email must be a valid one, if not when the dialer try to send it to this address the action will fail. (Obligatory)

A message to send can be specified. If it is not specified in the list, then the template associated with the dialer will be sent, if there is one, otherwise it will be an empty message.

On the attachments csv division, if the user want to add one, first of all the wanted file must be uploaded on the Attachments section. A text will appear and this one must be copied and pasted on the attachment csv division.

The variables represent the generic fields in the associated template, when the mail is sent these variables will be those that are replaced by the values indicated in this parameter. The generic fields in the template should be indicated as follows ${name}, where name will be the name of the variable. The values of the variables must be separated with two points and must be written as follows: nameVariable1 = value: variableName2 = value.

If the priority is not specified, this one by defect will be 9999.

Attach File: The user must upload a file to attach, then a text will appear. This one must be copied and pasted on the .csv file uploaded as a list, parameter Attachments, as explained before.

Info

An example of the structure that the .csv file list must have, can be downloaded.

  • Play button to initiate the dialer

  • Stop button to stop it.

When the dialer is initiated, a graphic will appear indicating the percentage of processed emails. When this one gets to 100%, all the emails on the registry were sent.