Unity Contact Center - email TEMPLATE - Kakapo Systems



Unity Contact Center - email TEMPLATERequirementExampleTextEmailMedia StreamNameKakapo Systems EmailLanguageEnglish (UK)Media TypeIMAP MailboxConversation Can Be Transferred-Yes/noConversation Can Be Escalated-Yes/noTime-zoneDublin, Edinburgh, LondonIn Office ProfileAlways OnlineDuring Office HoursUse last agent if available?-Yes/noReopen Conversation On Reply-Yes/noIMAP ConfigurationEmail AddressPlatformWhich email platform (put an X by one)Office 365GmailHotmailOutlook liveOtherServer AddressOnly needed if “other” platform has been selectedServer PortPasswordSMTP Server AddressOnly needed if “other” platform has been selectedSMTP Server PortEmail SignatureInitial reply within business hoursThanks very much for your email. We will reply within UK business hours, but if you are a customer and your issue is urgent then please raise a ticket through the?partner portal.Thanks,email ConfigurationRequirementExample Customer Required TextRouting Phases (You can add multiple Routing Phases)NameBest AgentsRouting (Select one)Circular (Agents will be alerted based on the order specified in the below list, use the up/down buttons to change the order)Longest idle at agent (Agents will be ordered based on the longest overall idle time for all media streams, regardless of the order given below)Longest idle at media stream (Agents will be ordered based on the longest idle time within this media stream, regardless of the order given below)Longest idle at queue (Agents will be ordered based on the longest idle time within this queue, regardless of the order given below)Simultaneous (All agents will be alerted of new conversations)Phase durationDuration of phase in secondsAutomatic bounce durationHow many seconds until it bounces to the next agentInclude agents from previous phases-Yes/noLoop through agents until duration elapsed-Yes/noAgents to includeList all agents to include in this phase. E.g.Bill BrysonSally WainwrightNatalie MainesJack DonovanAvailability & ACD State managementACD State ChangeWhen managing an email change agent ACD State to available/wrap up/unavailable – email (reason code xxx)Agent availability restrictionsAgent StateIs available for conversationsAgent StateIs available for conversationsAvailableTrueAvailableTrue/falseCallFalseCallTrue/falseWrap-upTrueWrap-upTrue/falseUnavailable - LunchFalseUnavailable – XXXTrue/falseUnavailable – EmailTrueUnavailable - XXXTrue/falseReply repositoryType replies that will be available to all agents in this media streamHi there, how can I help you todayI’m glad that’s resolved, is there anything else I can help you with?Thanks for contacting usPlease give me a minute while I look into thatIs this what you mean?Resource repositoryType (Description + URL or file)Latest Unity FeaturesURL: ResourcesURL: to URL guideSee attached file – browseurlguide.docx ................
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