Nowadays, e-mail is a common word in
the communication arena. Its ease of use, reliability
and user friendly approach make it one of the common media
of communication between the end customer and the service
level executive. In the coming years, Gartner predicts
e-mail will have a burden of 28% of the communication
from the customer in the contact center business. Reflecting
the growing trends and the importance of customer needs,
Acqueon iQ E-mail channel serves as an end to end medium
of communication between the customer and the agent.
Acqueon iQ has the following features built into its E-mail
Media module:
E-mail Features
Categorization Features
Routing Features
Inbox
E-mail Features
| View
E-mail |
The agent
has the option to view the content of the e-mail
in the group inbox as well as in the agent inbox
by selecting View E-mail option. He can also
view the contents by double clicking on an e-mail.
|
| Accept
E-mail |
An agent
by clicking on Accept E-mail option in group
inbox for an e-mail, transfers the e-mail from
group inbox to the agent inbox. Agents can reply
to an e-mail from his inbox only.
|
| Get
New E-mails (Agent Inbox) |
The agent
inbox refreshes every x minutes for new e-mails.
The agent can also use the option Get New E-mails
to get the latest e-mails into his inbox.
|
| Get
New E-mails (Group Inbox) |
The agent
can get fresh Emails in the group inbox by selecting
the Get New E-mail option. The group inbox also
refreshes automatically every x seconds, which
can be configured. |
Reject
Email |
An agent
can reject an e-mail if it has been categorized
wrongly. This can be done by right clicking
an e-mail and clicking on Reject option. |
Reply/Reply
All |
The agent
can reply or reply all to an e-mail by clicking
on Reply feature for that e-mail. An Acqueon
iQ editor pops up through which the agent can
reply to the customer. |
| Assign
E-mail To Agent |
The supervisor
can assign an uncategorized e-mail or a rejected
e-mail to an agent by selecting Assign To Agent
option. |
| Assign
E-mail To Queue |
The supervisor
can assign the e-mail to a different skill group/queue
by selecting Assign To Queue option. |
| E-mail
LCI |
The entire
interaction for a particular e-mail is maintained
as a single thread in the last customer interaction
for e-mail. Contents of the e-mail can also
be viewed by clicking on Interaction Details
for a particular e-mail. |
Auto
Reply Mail |
An auto
reply e-mail is generated and sent across to
the customer when he/she sends an e-mail to
the support group. A chat link is also inserted
in to the auto reply e-mail for the customer
to initiate a chat session with a customer care
executive. |
Multi
Modal Capability |
The auto
reply e-mail and the reply mail from an agent
have a link for the customer to enable a chat
conversation with an agent. A flash client pops
up and by logging in; the customer can put forwards
his views through instant messaging. |
Categorization Features
|
Handling
Of Unstructured E-mails
|
E-mails
that are sent from an external e-mail account
are called unstructured e-mails. The e-mail categorization
engine for unstructured e-mails will be either
able to match a keyword, and identify the skill
of the e-mail, or if no keywords are matched,
the engine marks the e-mail as uncategorized.
|
|
Handling
Of Structured E-mails
|
E-mails
that are sent across from the company’s website
are called structured e-mails and are always categorized.
They have certain predefined keywords which are
essentially skills for an agent.
|
Functionality Of The Categorization Engine |
Categorization
engine categorizes an unstructured e-mail as categorized
or uncategorized by matching the key words in
the subject/body of the mail with keywords in
the categorization table. (Structured e-mails
are always categorized).
|
|
Categorized
E-mails
|
Structured
e-mails by default are categorized. When keywords
in the categorization table match with keywords
in the body of an unstructured e-mail, the e-mail
is termed categorized and dropped into the group
inbox for that keyword/skill.
|
| Functionality
Of Uncategorized
E-mails |
E-mails
that do have a match of keywords are classified
as uncategorized by the categorization engine.
Such e-mails are assigned to an “Expert” who can
cater to such e-mails.
|
Expert
|
Uncategorized
e-mails are assigned to an "Expert".
The expert can reply back to the customer, assign
e-mails to agents or assign e-mails to skill groups.
|
Routing Features
Skill
Based Routing |
In skill
based routing when an e-mail arrives in a group
inbox, the e-mail routing engine immediately picks
the e-mail up and moves it to the agent inbox.
|
Queue
Based Routing |
In queue
based routing the e-mail lands up in the group
inbox. The agent has to manually select an e-mail
and assign the e-mail to himself. E-mails can
also be assigned to agents by the supervisor.
|
| Functionality
Of
E-mail Routing Engine |
When a categorized
e-mail pops into the group inbox for a particular
skill, the e-mail routing engine picks the e-mail
immediately and pushes it to an agent inbox on
a round robin basis.
|
Inbox
Presence
Of Group Inbox |
E-mails
that are classified as categorized are pushed
into the group inbox of the skill. Rejected e-mails
by an agent and timed out e-mails are sent to
the group inbox.
|
Agent
Inbox |
E-mails
that are categorized land up ultimately in an
agent inbox for further action like replying to
an e-mail.
|
Watch
Inbox |
The watch
inbox is available only for the supervisor. This
is a read only inbox. Supervisor gets a notification
in his watch inbox when an e-mail times out. Details
of the e-mails are also furnished in this inbox
using which the supervisor can take further action.
|
|
