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.

• 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' e sarà sopra le icone di valutazione.

  

• 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.

  

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.

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.

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.

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.

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.

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.

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.

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:

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.

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.