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With this tool, uContact users can receive and send Emails using the portal.
Configuration
Allows the user to create Email Campaigns.
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Name: Campaign's name 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 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.
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Thresholds: These metrics to campaign statistics in real time, they are measured in time (seconds) .
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. Account: Email account that is going to receive the emails. Password: Account's password. If ths one is wrong written the user will be notified and the campaign can not be created tiill the password of the account is right. Outbound SMTP: Protocol for simple assigned email transference. Inbound IMAP: Protocol for acceding internet messages. Inbound POP: To configure your clients mail, write here the inbound server data. Port: Designated port number Encryption/Security: The user has three different options TLS, SSL y SMTP.
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Members
In order to add or delete agents from a campaign, the user must select the campaign and go to Members on the top left corner.
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From here, select the agent or agents to be added in the list on the right of the screen, and then press the green button.
We note then that were added in the left column and therefore to the selected campaign.
To remove one or more agents, they must be selected in the left column and then the red button is pressed. We note then that the selected agents of the campaign were eliminated.
The less penalty have an agent, the more email interactions you entered ir. If it is taken, the less penalty.
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Templates
Easily design your own Templates.
Each one of this is assigned to a specific campaign.
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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. In case there is no campaign adjudicated to the template, this one will appear for every campaign in the system. |
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Agent
This is how the agent uses Email in the portal.
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 Next to this searching box, there is an icon where the user can easily start interactions. |
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The following box will unfold:  And inside the Email option: The agent will have on his Inbox the Email with which she/he started an interaction.
This Email will unfold on the right side of this section, showing its history of conversation and the client's information:
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In secction on the left, the user has an interaction searching box. Can search by campaigns name, client's email, subject and client's name: just talking about Email.
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. |
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In section on the left, the user has an interaction searching box.
Can search by campaigns name, client's email, subject and client's name.
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An email can be forward, by clicking on the arrow icon next to the answering box. |
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| If the main mail has files attached to it, the forward email is going to have them automatically |
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And inside the Email option:
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Supervisor
Monitoring
Here the statistics in real time are shown.
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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, 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. |
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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. |
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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.
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