With this tool, uContact users can receive and send Emails using the portal.
Configuration
Allows the user to create Email Campaigns.
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.
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.
Once we have everything configured and saved, when an email is sent through this campaign, the recipient will be able to qualify it.
Time frame in which the campaign will be available. In that time frame the Agents will receive new interactions.
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: 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.
Outbound SMTP Port
smtp.gmail.com 587
Inbound IMAP
imap.gmail.com 993
Inbound POP
pop.gmail.com 995
When the three options are correctly configured, the status of this one will be 
, on the contrary in will be the following one 
indicating that fields must be checked and corrected.
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.
Templates
Easily design your own Templates.
Each one of this is assigned to a specific campaign.
Agent
This is how the agent uses Email in the portal.
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.
Supervisor
Monitoring
Here the statistics in real time are shown.
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, 
for Webchat, 
for Email and 
for Twitter. If the agent is attending more than one type of interaction, this ones 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.
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.
Recording
In this section, the supervisor will see every Email chat interaction.
When the user clicks on one of the mails, the following opens up:
