Introduction
The 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 agents
The processing of e-mails by agents can be done in three different ways:
Acceptance of the media event by the agent, download the email and open it in the default email client, such as MS Outlook
Editing the e-mail in the jtel client AgentHome without text templates
Editing the e-mail in the jtel client AgentHome using text templates
Image: Processing of e-mails by the agent
Incoming mailboxes
Any number of e-mail inboxes can be defined. Example: info@..., support@...
The jtel system accesses the email server and generates media events. These are assigned to free and suitable agents.
Image: Incoming mailboxes
E-mail routing
For 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
Interactions
The following interactions are possible:
Comment. The agent can enter individual comments here.
Forward the media event e-mail to another agent
Assign the media event e-mail to a group
Forward the media event as a simple e-mail, for example externally
Set a transaction code
Supervisor view
The 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 templates
The 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