With this tool, uContact users can receive and send Emails using the portal.
Allows the user to create Email Campaigns.
Campaign's name for identification purposes.
- Service Level
Is the calls percentage that were attended by the agent before a stipulated time.
Is the behavior that the campaign will have. To know more about this, please visit Strategies
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 account that is going to receive the emails.
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.
Designated port number
To finish the creation process, the user must click on the "Save" button.
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.
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.
If enabled, emails from this email address will enter the system as an interaction.
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.
These metrics to campaign statistics in real time, they are measured in time (seconds). For more information visit Thresholds - Omnichannel
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.
The user has three different options TLS, SSL y SMTP.
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.
In order to add or delete agents from a campaign, the user must go to Members on the top left corner.
- 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.
Easily design your own Templates.
Each one of this is assigned to a specific campaign.
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.
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.
Here the statistics in real time are shown.
Left down table
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
Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break (still break any available).
Name agents members of the campaign.
Number of Emails completed by agent incoming/outgoing.
Time of the last change agent status
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:
Supervisor can view in real time the messages exchanged between agent-client.
- Screen monitoring
Supervisor can view in real time the agent's screen.
Shows the agent information.
Supervisor can pause the agent status.
Supervisor can chat with the agent.
- Log out agent
Supervisor can log out the agent's account.
In this section, the supervisor will see every Email chat interaction.
Parameters for filtering
- Start date
Start Date Search Email recordings .
- Final date
End of recordings that we get from the search.
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.
Inbound mail subject.
Select the campaigns Email available on the list.
Select the agents who attended the Email.
When the user clicks on one of the mails, the following opens up: