Email review helps with new agents or sensitive matters: a supervisor reads every reply before it goes out. The supervisor can change it, comment on it, release it or return it to the agent for revision. What this looks like for the agent is described in When a supervisor reviews your replies.
Switching on the review
| For | How to switch it on |
|---|---|
| All emails of an agent, permanently | The administrator sets Email supervision in the agent’s profile. |
| All emails of an agent | Right-click the agent in the Agents module, Supervision on. Supervision off switches it off again. |
| A single email | Right-click the ongoing email in the Conversations module, Email Monitoring › Supervision on. You then become the preferred reviewer of this email yourself. |
Emails from supervisors are never reviewed.
Reviewing a reply
- When the agent submits their reply, the email is set to Wait for review and has a light blue background in the Conversations module. myContactCenter delivers it to the preferred reviewer, otherwise to a logged-in supervisor who is responsible for the skill and language.
- Accept the email like any other. It is then set to Reviewing, and you see the agent’s reply with their comments.
- Change the reply as needed and add comments for the agent.
- Decide:
- Send sends the reply to the customer.
- Back to agent returns the email to the agent who wrote it, and only to them. Until they accept it, it is set to Wait for corrections.
Comments are not sent to the customer. You can also assign a waiting email to a specific supervisor or agent via the context menu — see Controlling conversations.