Emails and faxes

You handle emails and faxes in the Email/Fax module. You see it as soon as you accept emails or faxes for at least one skill. When an email comes in, the module slides out by itself.

The Email/Fax module

1. Ribbon — on the Actions tab, the groups Email, Email header data and Attachments. Further tabs belong to the text editor and are used to format the reply.
2. Boilerplates — prepared texts that match the skill and language of the email. See Boilerplates.
3. Reply — this is where you write.
4. Original message — the customer’s email. It cannot be edited.
5. Status bar — sender, receiving mailbox, subject, language and skill.

You can move the dividers between the areas; the Agent remembers their position. If the module is docked in the main window, its tabs appear in the ribbon of the main window.

The Email group

What Forwarding, To private pool, Reject and Close and mark as send do in detail is described in Parking, passing on, closing.

Accepting an email

A new email announces itself like any conversation: it rings, and the notification window shows Email with the attached data. You accept it

• with the green button in the notification window,
• with Accept in the module or
• with the Accept Conversation keyboard shortcut. If a call is ringing at the same time, the shortcut accepts the call first.

The module then loads the customer’s email and — if there is one — the saved draft. If you reject the email or do not accept it within the signaling time, it goes to another agent. The Agent never accepts an incoming email by itself.

The original message

• Formatted emails appear formatted, with their embedded images; plain-text emails appear as text.
• Above the message, Customer: appears in bold with the date and time of receipt.
• If the customer writes again while their first email is still waiting or parked — with the same sender and the same subject — the new messages belong to the same conversation. They appear above it, newest first, each with its own header line and its attachments.
• The Agent does not show the email’s header fields or the recipients in copy.

If you do not speak the language of the email well enough and the skill has real-time translation switched on, you see the message translated into your language. A red notice then says This email was automatically translated. myContactCenter translates your reply into the customer’s language before sending it.

Several emails side by side

If your profile allows several emails at the same time, Emails in the Conversations group of the ribbon lists all the emails you are currently handling — with sender and subject. A click switches to the selected email.

• What you have already written in an email is kept when you switch. However, it is only saved once you park the email or pass it on.
• You can only work on one email, fax or chat at a time. The others are set to On hold in the meantime.
• The Attached data and Tickets modules always show the data of the selected email.

How many conversations you receive at the same time is described in Multiple conversations.

States of an email

The list in the Conversations module shows where an email currently stands: