EmailAdministrator
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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Campaign Data
- 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
To finish the creation process, the user must click on the "Save" button.
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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.
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title | 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.
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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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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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| Once we have everything configured and saved, when an email is sent through this campaign, the recipient will be able to qualify it. |
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Time frame in which the campaign will be available. In that time frame the Agents will receive new interactions.
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For example, this campaign is being configured to be opened from 8 am to 6.59 pm. When the clock strikes 7:00 PM the campaign will not receive new interactions until the next day.
Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds). |
- Service Level : The time limit for response expected mails by an agent.
- Dropout rate : It is the time of mails to consider that they were abandoned by customers during the day time.
- Time chat : Time to consider the agent-customer mail reached the limit.
- ACD : Maximum number of customers who are waiting to be answered by an agent mail.
Confirmation Message: 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 |
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 messagesInbound POP: To configure your clients mail, write here the inbound server data.
Port: Designated port number
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The user has three different options TLS, SSL y SMTP.
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titleInbound POPpop.gmail.com 995When the three options are correctly configured, the status of this one will |
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red, indicating that fields must be checked and corrected.
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Each three of the lasts ones, has next to it the encrypt options. |
To end the process, the user must click on the "Save" button below.
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.
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Apart from that, the campaign can be deleted by selecting it and clicking on the "Delete" button. |
Members
In order to add or delete agents from a campaign, the user must
go to Members on the top left corner.
Add Member
- In the Campaigns column, select one or more campaigns to which you want to add or remove members.
Image Removed- Select one or more agents from the Agents column and press Add
- In the Members column we will see the agents added to the campaign.
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Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel. |
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typetip | Members in Email Campaigns are added in the same way as in Voice Campaigns |
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type | tipTemplates
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.  Image Added
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. |
Agent
This is how the agent uses Email in the portal.
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| title | Start email interactions |
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Image Removed Image AddedNext to this searching box, there is an icon where the user can easily start interactions. The following box will unfold: |
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The agent will have on his Inbox the Email with which she/he started an interaction.  Image Modified
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Image RemovedThis Email will unfold on the right side of this section, showing its history of conversation and the client's information: |
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Image Removed ClientImage Added 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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| title | Search email interactions |
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In section on the left, the user has an interaction searching box.  Image Modified
Can search by campaigns name, client's email, subject and client's name.  Image Modified
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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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Supervisor
Monitoring
Here the statistics in real time are shown.
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| title | On screen information |
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Left down table |
- 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
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If the agent has an interaction opened, the logo of this one will appear in this column
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If the agent is attending more than one type of interaction, this
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- one's will appear next to each other
- Status
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Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break (still break any available).- Agent
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Name agents members of the campaign.- Completed
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Number of Emails completed by agent incoming/outgoing.- Time
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Time of the last change agent status- Active
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Represents the interactions that the agent has active.
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Right down table- Email: Client's email address
- On Hold: Client's waiting time.
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When an agent has an active interaction, the supervisor can click on it an the following options will appear:  Image Modified
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Supervisor can view in real time the messages exchanged between agent-client.- Screen monitoring
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Supervisor can view in real time the agent's screen.- Info
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Shows the agent information.- Pause
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Supervisor can pause the agent status.- Chat
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Supervisor can chat with the agent.- Log out agent
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Supervisor can log out the agent's account.
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Recording
In this section, the supervisor will see every Email chat interaction.
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Parameters for filtering |
Start Date Search Email recordings .- Final date
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End of recordings that we get from the search.- Email
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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
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Select the campaigns Email available on the list.- Agent
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Select the agents who attended the Email.
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title viewerViewerWhen the user clicks on one of the mails, the following opens up:
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| On the top right corner, the following button  Image Modified, lets the user print the selected email. |
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