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Introduction

The E-mail Base Distribution module enables continuous and efficient distribution of emails via jtel. The system can be configured to monitor any number of email accounts. It regularly scans for new emails and assigns them to the appropriate ACD group. If required, keywords in the email subject and body can be used to route the email according to more specific requirements. Once the emails are routed to an ACD group, they are distributed to a free agent. Agents click on a link in the receive event in jtel to open the email and compose their response using their usual email client. Agent are not flooded with all email requests and can be given their work in a controlled manner.  Also, “cherry picking” is avoided, as agents cannot choose between tasks in a shared mailbox.

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.

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

Emails arriving to customer mailboxes are picked up via IMAP(S)/MS Exchange by jtel. They mails are scanned and either routed directly to an ACD group or routed to different groups depending on keywords present in the subject and body as a media event to the corresponding agents in the target group. The event in jtel is signaled to the agents visually. When agents open the event, they can access the email using their installed email client using the “eml” format. The status of the event is stored in the jtel system.

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

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

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

Functional Options

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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

Functional Requirements

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