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.

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. 

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.

Apart from that, the campaign can be deleted by selecting it and clicking on the "Delete" button.

Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.

Members in Email Campaigns are added in the same way as in Voice Campaigns

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.

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.

An email can be forward, by clicking on the arrow icon next to the answering box.

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.

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.

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's subject.

Campaign: Select the campaigns Email available on the list.

Agent : Select the agents who attended the Email.

When the user clicks on one of the mails, the following opens up: