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IntroductionThe jtel system is an omnichannel contact center system when licensed accordingly. In addition to real-time media such as telephone, WhatsApp and chat, digital media channels such as documents, trouble tickets and e-mails can also be routed through the system. This is especially useful when a large amount of e-mails are routed to general mailboxes such as info@... or service@.... Image: Omnichannel Contact Center Instead of letting employees access these mailboxes independently or having a supervisor distribute these emails manually, jtel can take over this job, which increases the level of automation in customer service. The prerequisite is that both jtel and the employees involved have access to the mailbox. Processing of e-mails by agentsThe processing of e-mails by agents can be done in three different ways:
Image: Processing of e-mails by the agent Incoming mailboxesAny number of e-mail inboxes can be defined. Example: info@..., support@... Image: Incoming mailboxes E-mail routingFor optimized routing, keywords can be entered on the basis of which the routing can take place. Example: "Inquiry, offer, order, ...." Go to Sales. "Printer, defective, router, PC, ...." go to support. The keyword lists can be customized at any time via the configurator. Skills can also be defined that are required by the agents to complete the task. Image: Keywords InteractionsThe following interactions are possible:
Supervisor viewThe supervisior can see in the wallboard view as well as the table view, how many e-mails have been received, seen, distributed and processed. Image: Wallboard view Image: Table view Text templatesThe creation and editing of text templates is done in Atlassian Confluence. (License must be purchased independently of jtel). The jtel email connector allows access to the text templates created in Confluence. Each text template can be provided with variables and attachments, so that e-mails have an individual effect. The texts can still be customized in the jtel client before the e-mail is sent. Depending on the group, specific text templates can be made available for selection. For this purpose, the text templates are tagged accordingly in Confluence. Image: Tagging of text templates |
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