The Email Channel Section shows all the interactions managed by the Agents and coming from external Email Systems.
The Email Channel allows you to define the Email Accounts that the Agents, belonging to specific Email Queues, will share and use to send and receive Email messages in the standard XCALLY Motion Omni Desktop Interface.
The XCALLY Motion Email Channel provides some ready-to-use interfaces towards mailing systems (like Gmail, Yahoo, Hotmail and so on) but the System Administrator can very easily configure new ones.
Email Benefits
The Customer and the Agent can exchange email messages (including files, emoticons, pictures and so on), reaping the following benefits:
the Customer can use market standard email systems
the Agent interaction happens inside the XCALLY Motion common environment
the Agent can manage several types of interactions at the same time
the interaction content is shared, easily retrieved and managed
all the Customers information is stored in the Contacts Manager
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XCALLY Motion Email Channel service needs to be connected to the IMAP service of the mailing system: as soon as a new email message arrives, the IMAP server notifies XCALLY Motion which manages it providing a standard interface for all types of mailing systems. |
Whenever customers interact with the Contact Center using an email system, the Agents belonging to the specific email channel queue will receive a request on the Omni Desktop interface.
They can reject it and the request is passed to another Agent in the same queue (in this case Sales).
The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.
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If your Agent Desktop is running on MAC with OS High Sierra and using the Browser Safari, remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions |
Email session
Let's see how a typical email session looks like: let's see how it works when the Agents receive an e-mail from a customer and need to manage it (e.g. replying with a message or forwarding it to somebody else, simply closing it, or other)
Customer’s Side | Agent's Side: |
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the customer sends an email message using an external system (in this example Gmail):  | after accepting the notify of the incoming email request, a new email tab opens:  1.DRAFT: Replying or forwarding a mail message can be suspended and the message can be saved by the Agent as a draft copy and opened and finished later by the same Agent who saved it. In this case:
2.REPLY: When replying, the field TO would be automatically filled with the email that has been used by the sender or, if different, with the email set as "reply to" by the sender. 3.REPLY TO ALL 4.FORWARD 5.NOTE 6.DOWNLOAD the message (with or without its attachments) 7.DOWNLOAD ATTACHMENTS ONLY The Agent can also set the email as unread (if this function has been enabled by the administrator), clicking on 3 dots and than on Mark as unread:   If the Agent replies or forwards it, the new-message form shows like the following: .png%3Fversion=1%26modificationDate=1637662181000%26cacheVersion=1%26api=v2%26width=600%26height=304?version=1&modificationDate=1671623402530&cacheVersion=1&api=v2&width=442) The Agent can attach one or more files (each one must not exceed 15 MB size) clicking on the attach button. The Show original message switch (default=off) at the bottom of the panel allows the Agent to see the full list of messages exchanged in the same interaction If the Transfer optionis set by the administrator as possible, the Agent can also see this command in the menu in order to redirect the email message. It is also possible to click on the down arrow of the Send button and choose one of the following options:
About the message draft Please note that:
All the messages that have been saved by the Agent will be shown minimized in boxes at the bottom of the Mail Interactions List:   They can be deleted by the Agent clicking on the X near the name of the draft. In order to reopen a draft message and to continue composing and eventually sending it, just click on the box of the minimized draft you see at the bottom of the email interactions list  or open the interaction itself and click on the red pencil. When you open a draft message, the whole interaction will be opened as well. The name of the draft message is shown as: "ACCOUNT KEY - TO" or "ACCOUNT KEY -SUBJECT", in case the To field is empty. In case the fields To and Subject are both empty, the message is shown as "ACCOUNT KEY - Untitled". In the examples above, the Account Key is SERV for both drafts, followed by the destination address (for the first one) and the subject (for the second one). Moreover every interaction presents, on the right side of the screen, contextual information that the agent can use (during the session or after it) to manage the interaction/customer with these tabs:  You can explore documentation about that on this page |
How to insert an internal note
The Agents can insert an Internal Note in the interaction thread:
Click on the sign
Write the note (eventually adding an attachment) in the pop-up and save it:
From now on the note is shown in the interaction, but it's only internal to the organization and the customer will never see it:
Also the Supervisor can spy an Email interaction from the Interactions List and insert notes for the the agent only (the customer will not see this note).
If the interaction tab is open but the Agent is working on something else, you'll see a red badge any time you receive a new email regarding the same interaction (where the number shown is the number of unread messages).
Closing mail session
If the Agent closes the session clicking on the X sign in the session tab:
and confirm:
The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:
or ready-to-use multi level dispositions:
The same Close&Dispose action can be applied clicking on the 3 dots of the interaction and then on Close and dispose
You can explore documentation about dispositions on this page.
Email Interactions
The list of the interactions managed by the Agents will be available on the Email Channel Interactions List:
If the email Subject is underlined when you hover over the text you'll see the first lines of the last message content, like in this example:
This function can be disabled by the Administrator.
The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.
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Messages sent as Auto-Reply or Secret Notes will not be considered as a Last Message |
You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account (Me, Not Assigned, All), Agent (the first one who managed it), Tags (multiple choice).
Moreover you can search interactions by search button (click here for documentation) or you can use advanced search (click here to read relative documentation).
The interaction Status can be:
Open
Open - Sub-status (where Pending is a default sub-status but many more can be added by the administrator)
Closed (by an Agent)
Closed Unmanaged (the interaction request has not been managed)
There are two ways to set an interaction Sub-status (only if it is Open):
Sending the Message
click on the down arrow of the SEND button choose Send as and a Sub-status from the list:
Without sending the Message
click on 3 dots menu on the Message View, choose Set as and a Sub-status from the list
The Administrator can set new sub statuses.
If you see a small number near the contact name, like in the following picture:
it means that new interactions have been received (but not managed) in the same conversation.
Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).
Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:
- Show the interaction contents
- Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)
- Close and (eventually) dispose the interaction.
Send a new Email Message
To send a New Email Message, just click on the button + you find in the right side of the Email Interactions List header, choose from the the proposed list one of the email Account you are configured to use and compose the message:
The operation is the same as described above (in the example of how to reply to a customer's e-mail).
Remember that anytime you open a message, the full list of messages exchanged in the same interaction (thread) will be shown.
If the Agent is a CC or a BCC recipient, the message will display a notification like the following in the message header:
