| Table of Contents | ||
|---|---|---|
|
Administrator
With this tool, uContact users can receive and send Emails using the portal.
Campaign Configuration
Allows the user to create Email Campaigns.
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.
| title | Parameters 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.
- Motivation to qualify
this is the title of the qualification an example could be 'Qualify our service' and it will be just above the rating icons.
- 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.
| Rw ui textbox macro | ||
|---|---|---|
| ||
Once we have everything configured and saved, when an email is sent through this campaign, the recipient will be able to qualify 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 three 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.
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.
| Rw ui textbox macro | ||
|---|---|---|
| ||
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.
- 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.
| Rw ui textbox macro | ||
|---|---|---|
| ||
To see more about this screen go to Members - Omnichannell |
| Rw ui textbox macro | ||
|---|---|---|
| ||
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 | ||
|---|---|---|
| ||
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. 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 | ||
|---|---|---|
| ||
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.
| 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:
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:
- Email Campaign's name
- Client's Email
- Client's name
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 | ||
|---|---|---|
| ||
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.
|
| Rw ui textbox macro | ||
|---|---|---|
| ||
An email can be forward, by clicking on the arrow icon next to the answering box.
|
Supervisor
Campaign Monitoring
Here the statistics in real time are shown.
| Expand | ||
|---|---|---|
| ||
Left down table
Right down table
|
| Expand | ||
|---|---|---|
| ||
When an agent has an active interaction, the supervisor can click on it an the following options will appear:
|
Recording
In this section, the supervisor will see every Email chat interaction.
| title | Search Recordings |
|---|
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:
| Rw ui textbox macro | ||
|---|---|---|
| ||
On the top right corner, the following button |
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 | ||
|---|---|---|
| ||
Campaign: Allow to select a campaign to supervise. Name List: Name of the active list and its state:
Status: Show the general state of the campaign based on the following states:
In date : Show if the campaign is in date according the definition, with the following status:
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.
| title | Parameters 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.
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. For more information on the different strategies.Schedules
Schedule in which the campaign will be available, that is, with available agents to handle interactions. To add a schedule configuration is with the '+' button or remove a selected one from the list 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
It is the mail by which emails will be received.Password
The password assigned to the account. If it is written incorrectly, it will not be possible to create the new campaign, the user will be warned in case this happens.Outbound SMTP
Protocol for simple transfer of assigned mail. This is mandatory to send emails.Inbound IMAP
Internet message access protocol assigned. This is mandatory only if Receive Emails is active.Port
Port number assigned for each protocol.
| Tip |
|---|
To finish the creation process, the user must click the "Save" button. |
Advanced Settings
These parameters already have a default value for the correct operation of the campaign.
To 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.
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.
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 rating.
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 993Outlook settings example:
Outbound SMTP Ports
smtp-mail.outlook.com 587
Inbound IMAP
outlook.office365.com 993
Once the campaign is created, it will be displayed on the right side of the screen.
This way, if the user selects it, the data of said campaign will be loaded in the fields of the section on the left, enabling the user to modify the campaign.
| Tip |
|---|
The campaign can be removed from the system when selected by clicking the "Remove" button. |
Members
To add or remove agents to campaigns, the user must go to the Members section at the top left of the setup screen.
Add member
In the Campaigns column, select one or more campaigns to which you want to add or remove members.
We 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.
| Note |
|---|
IMPORTANT |
Templates
Easily design your own templates.
Each of 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.
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.
Email Dialer
Allows sending emails in bulk.
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.Unsubscribe HTML:
The unsubscribe link is a programmable HTML component that gives users the option to stop receiving further emails in the future. For correct operation, the following tag should be inserted in some part of the code: <a id="unsubscribe_link">Text to show</a>Attach schedule:
The user will be able to attach an event in the mail. The following will be displayed to configure it:
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 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.
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.
| Info |
|---|
The csv to upload must have the following format:
For example:
|
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".
If the priority is not specified, it will default to 9999.
| Info |
|---|
A .csv file can be downloaded as an example of the structure to upload the lists. |
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.
Email Supervision
Monitoring of email campaigns
Here you can see the statistics in real-time of the Email campaigns.
Information on screen
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
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:
In the upper right corner is the printer icon, with which the mail can be printed.
Email Dialer Monitoring
Menu to monitor the status of email services.
Dashboard
Shows all active email services, allowing you to manage their activity and upload information.
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.
Email Agent
Find here how the Agent uses the Emails in the portal.
Start interaction
With the icon next to the search section, the user can easily start interactions.
Pressing it will display the following box.
The agent will have the email with which the interaction began in their interaction tray.
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
Here we have the following options:
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.
Forward
This button will prompt a modal, where the message body is displayed with additional text appended at the beginning. The subject will also feature the prefix "FWD".
Start Interaction
This button will prompt a modal that mirrors the process of beginning a fresh interaction, automatically incorporating the body and subject of the current message.
Interaction search
In the left section, the user is met with an interaction search part.
You can search by campaign name, customer email, subject, and name.
| Tip |
|---|
When the user receives an email, they can reply it by sending it to the same person or forward it to several others by clicking the icon with the arrow.
|
CC/BCC Change.
Within the interaction press the following icon.
Here you can modify the cc/bcc.
Once you have finished press the save button.
IMPORTANT:
The cc/bcc will be updated as messages arrive to the interaction. Therefore it will ALWAYS TAKE the cc/bcc of the last message received.
When an interaction message that has an associated cc/bcc is answered, it WILL NOT TAKE that one, but it will ALWAYS take the one configured in the "Modify" form.