Email Management

To manage the configuration of the email campaigns in uContact, it is necessary to have a user with administrator permissions in the system.

Basic email settings

Here you can create email campaigns.

Campaign data

• Name
  Name of the email campaign.

• Service level
  It is the time in which the interactions that arrive at the campaign must be answered, if the waiting time is greater than that stipulated in the field, the level of service drops.

• Strategy
  It is the behavior that the campaign will have. To know more about this, please visit StrategiesSchedule
  Time For more information on the different strategies.

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

• From name
  It is the name with which the email account assigned to the campaign is displayed when it reaches the recipient.

Email Data

• Account
  Email account that is going to receive the emailsIt is the mail by which emails will be received.

• Password
  Account The password assigned to the account. If this one it is wrong written the user incorrectly, it will not be notified and possible to create the campaign can not be created till the password of the account is rightnew campaign, the user will be warned in case this happens.

• Outbound SMTP
  Protocol for simple assigned email transferencetransfer of assigned mail. This is mandatory to send emails.

• Inbound IMAP
  Protocol for accessing internet messagesInternet message access protocol assigned. This is mandatory only if Receive Emails is active.

• Port
  Designated port numberPort number assigned for each protocol.

Advanced Settings

These parameters already have a default value for the

correct operation of the campaign.

To

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

learn more, go to Conceptos importantes - Omnicanal.

Parameters

Maximum interactions per agent
The number of interactions of this campaign that the agent can have at the same time. It is only required for the nocall strategy.

Enabled
If it is checked, the campaign can be used.

Receive Emails
If enabled, emails

sent to the configured email address will

be queued as an interaction to the portal. In addition, the IMAP and POP fields will be mandatory. If this checkbox is empty, the campaign will not require incoming ports and will not receive emails either, but it will be able to send.

Signature

Within the Templates section, a

signature template can be

created and assigned here. When an agent

answers/

composes an email via this campaign, the assigned signature will

be loaded automatically.

Enable qualification
When this

check is active, it enables two more fields that

are used to configure the

qualification of

outgoing

emails.

Image Removed

Image Added

• Motivation to qualify
  

• This is the title of the

• rating, an example could be '

• Rate our service' and it will be

• right above the rating icons.

Image Removed

• Image Added

• Thanks for rating
  

• Clicking on this field

• will

• show us a modal to

• compose a thank you message that

• is shown to the

• customer after

Image Removed

• rating.

  Image Added

Thresholds

They are metrics to

carry out the statistics of the campaigns in real-time, they are measured in time (seconds).

Confirmation

message

If this

field is activated

, a Template can be assigned to the campaign. It will work as follows: when a client sends

an email entering through that campaign, the client will

be answered with an automatic

email containing the

awarded Template, and

the agent within the campaign will

start the interaction.

Maximum interactions in queue

The number of maximum interactions in the queue.

Encryption/Security
The user has three different

options: TLS, SSL

, and SMTP. 

• Gmail

• settings example:
  Outbound SMTP                    

• Ports
  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.
Image Removed

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

If This way, if the user selects a campaign from there, all its data will load in the section of it, the data of said campaign will be loaded in the fields of the section on the left, so enabling the user can always modify itto modify the campaign.

Members

In order to To add or delete agents from a campaignremove agents to campaigns, the user must go to the Members on section at the top left cornerof the setup screen.

Add

member

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

2. Select We 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.

Templates

Easily design your own Templatestemplates.

Each one of this is these can be assigned to a specific campaign.

How to create a template?

To create a new

template, the user must specify

the name

in the

upper field and the campaign

in the lower one, which is optional by

activating/deactivating the same with the checkbox next to it.

Image Removed

Image Added

In case

the template is created without an assigned campaign, the template will appear for

all the campaigns in the system.

If the user wants to edit an already existing

template, they must select it from the table

and

it will deploy so that the user can modify it.

Image Added

Email Dialer

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

Image Removed

Allows sending emails in bulk.

Image Added

How to create email dialers?

To create a dialer, the user must fill in the next fields:

• Campaigns: All email campaigns will be listed and one of them will be associated with the campaign to be configured.

• Time between messages:

• It will indicate the time, in seconds, that it takes to enter a new

• interaction

• after

• having finished one.

• Schedules: Schedule a date

• on which you want the dialer

• to work. As an example, you can

• set the dialer to work from Monday to Friday from

• 1:00 p.m. to 6:00 p.m., which will start dialing

• if it is

• within the established schedule.

• Templates:

• 
  A template already created

• will be awarded in the Templates section of Email campaigns.

• Attach

• schedule:

• 
  The user

• will be able to attach an event

• in the

Image Removed

• mail. The following will be displayed to configure it:

Image Added

• Title
  Name of the event. The event title can

• also contain parameterizable variables

• , the latter will be the variable detailed in the .csv

• uploaded

• for the

• dialer.

• Example: ${variableName}

  • Organizer

• • 
    Detail of who organizes the event. The name of the event organizer can

• • also contain parameterizable variables

• • , the latter will be the variable detailed in the .csv

• • uploaded

• • for the

• • dialer.

• • Example: ${variableName}

  • Parametrizable

• • start date
    You can choose a start date using parameters. The latter will be the variable detailed in the .csv uploaded for the dialer. Example: ${variableName}

  • Parametrizable

• • end date
    You can

• • choose an end date using parameters. The latter will be the variable detailed in the .csv uploaded for the dialer. Example: ${variableName}

  • Start

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
title Start email interactions
Next to this searching box, there is an icon where the user can easily start interactions. The following box will unfold: Image Removed And inside the Email option: Image Removed The agent will have on his Inbox the Email with which she/he started an interaction. Image Removed 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 Image Removed 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
title Search email interactions
In section on the left, the user has an interaction searching box. Image Removed Can search by campaigns name, client's email, subject and client's name. Image Removed

Supervisor

Campaign Monitoring

Here the statistics in real time are shown.

Expand
title On screen information
Image Removed 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
title Actions with agents
When an agent has an active interaction, the supervisor can click on it an the following options will appear: Image Removed 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.

Image Removed

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.

• • date
    Using the calendar, a start date will be selected.

  • End date
    Using the calendar, an end date will be selected.

Email lists

Lists for email dialers are uploaded and managed on this screen.

Image Added

Subject

The subject with which the dialer mails will be sent is detailed.

Upload list

A .csv file can be uploaded as a massive contact record to send the desired email.

• The campaign parameter should match the name of the email dialer campaign for which the record will output. (Mandatory)

• The recipient's mail must be valid, otherwise, when the dialer starts, it will not be sent and therefore it will be marked as failed. (Mandatory)

• You can write the message you want to send. If it is not specified in the list, then the template associated with the dialer will be sent, if one exists, otherwise it will be an empty message.

• In case you want to add attachments, you must first upload the attachment in the Attach file section of the screen. Once the file is uploaded, a text will appear that must be copied and pasted in this division of the CSV to upload.

• The variables will represent the generic fields in the associated template. When the mail is sent, these variables will be the ones that will be replaced by the values ​​indicated in this parameter. The generic fields in the template must be indicated as follows: Hello ${name}, where name will be the name of the variable. The values ​​of the variables must be separated by a comma and must be written as follows: "nameVariable1":"value,"nameVariable2":"value".

In the upper right corner, we will see a Play button to start the dialer and a Stop button to stop it.

When the dialer starts, a graph will appear indicating the percentage of processed emails.
When it reaches 100%, all existing emails in the registry will have been sent.

Image Added

Email Supervision

Monitoring of email campaigns

Here you can see the statistics in real-time of the Email campaigns.

Information on screen

Image Added

Lower left table

The table in the lower-left section shows:

• Icon: Agent status icon. Along with the status, an icon may appear: in case the agent is on a call, a phone will appear; and if the agent is on break, the image corresponding to that break will appear.

• Channel status: If the agent finds an active interaction, depending on the channel, its corresponding logo will appear: SMS, Webchat, Email, and Social Networks, among others. They can appear together if it is the case.

• Status: Agent status in real-time. The status can be Disconnected, Busy, Free, Free on break, and Busy on break (break being any of the available ones).

• Agent: Agent name.

• Completed: The number of Emails completed by the outgoing and incoming agents.

• Active: Indicates the interactions that the agent keeps active.

• Time: Time since the agent's last status change.

Lower right table

The table in the lower right section shows the data of the email clients that are waiting:

Email: Email with which the customer sent the interaction.

On hold: Time the customer has been waiting to be answered.

Actions with agents

When clicking on an agent with active interaction, the following options will be displayed:

• Spy
  The supervisor will be able to view in real-time the emails exchanged between the agent and the client.

• Monitor screen
  Allows you to view the agent's screen in real-time. To see this button, the monitor screen option must be enabled in Configuration - Agents.

• Info
  It displays a window with all the information about the agent.

• Pause
  The supervisor will pause the agent's session, preventing the entry of interactions.

• Chat with agent
  It gives us the possibility to send a message to an agent.

• Log out agent
  The supervisor will be able to log out the agent from the portal. The agent must enter his username and password again to be able to enter and continue working.

Email Recordings

In this section, you can see all the email conversations.

Recordings search

Image Added

Filter parameters

• Start date: Date from which you want to start the search for Email recordings.

• End date: Date until which you want to obtain the Email recordings.

• Email: Incoming Email address.

• Subject: Subject of the incoming Email.

• Campaign: Select Email campaigns from those available in the list.

• Agent: Select the agents that answered the Email.

Email recording viewer

When the user clicks on one of the

emails,

it opens

like this:

Image Removed

Image Added

In the upper right corner is the printer icon, with which the mail can be printed.

Email Dialer Monitoring

Menu to supervise monitor the state status of the Email campaign email services.

Dashboard

Show Shows all the active emails email services, allowing supervise its you to manage their activity and upload information.

Image Removed

Image Added

Expand

Campaigns
Allows you to select

the campaign to

monitor.

List name
Detail of the name of the list that is active

and its

status:

• Inactive

• Active

Status

It shows the general

status of the campaign based on the following

status:

• Inactive

• Active

On schedule
It shows if the campaign is

on date according to the definition it has to be executed, with the following status:

• Inactive

• Active

Processed

The number of emails processed

by the campaign.

Not processed

The number of emails

remaining to process in the campaign

.

Sent

The number of emails that were processed and sent correctly.

Failed
The number of emails that were processed but were not sent correctly.

Seen

The number of emails that were opened by the recipient.

Rejected

The number of emails that were rejected.

Spam

The number of emails that

entered spam,

they are

registered on the

blacklist.

Lists

Section where the email dialer lists are administrated.

Image Removed

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.

• 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.

Image Removed

Email Agent

Find here how the Agent uses the Emails in the portal.

Start interaction

Image Added

With the icon next to the search section, the user can easily start interactions.

Pressing it will display the following box.

Image Added

The agent will have the email with which the interaction began in their interaction tray.

Image Added

When opened, it is displayed on the right side of the screen, showing the history of interactions and customer information at the top such as:

• Email campaign name

• Client email

• Client name

Image Added

Mail answer

When responding to an email we will have the same options as to when starting it, plus a button that will allow us to respond with the history of emails sent.

Interaction search

Image Added

In the left section, the user is met with an interaction search part.

You can search by campaign name, customer email, subject, and name.

Image Added