When an email is routed to you, the message, along with its history, appears in an Email Panel. Your availability status changes to 'Email setup' and then to 'Email', automatically.
Note: you can also handle historical and unprocessed messages by opening them from the History Panel and the Unprocessed Messages Panel, respectively.
The Email Panel may display some additional information relating to the email, or you may be prompted to enter one or more items of data required by the email-routing service. See Email Information Panel. If the Web Launcher feature is enabled, a preconfigured web page may be launched on a separate browser tab when the message is routed to you.
Procedure
To preview a text, graphic, or PDF file attachment, select its button and then select Preview from the context menu. This displays the attachment in a preview window. To close that panel, click its button.
To download a single attachment, select its button and then select Download from the context menu.
To download all attachments at once, click the Download All button.
Alternatively, you can download the message (including any attachments) to a single EML file by clicking the Download EML File button that is located below the message.
Type your note and then click the Add Note button. The note is attached to the message as seen further up in the panel. You can add further notes using the Add New button as required. Click the Close button to close the sub-panel. The note will also be seen in the Email - History panel by any user who opens the email from the Comms Panel - History Tab.
Action |
Method |
Reply to the message |
Note: the button is displayed to the right of the To address if the email has more than one addressee (including Cc). Click the button to display them. To initiate a reply to the sender only, click the Reply button. Or, to initiate a reply to all email addressees, click the Reply All button. This displays the Email Reply Panel. In the panel, type your reply in the Reply message field. Note: to help you work more efficiently, your administrator may have configured your system so that the Email Reply Panel opens automatically along with prepopulated reply details that are related to the incoming message. This may include some or all of the following: one or more 'To' and 'CC' addresses; a 'From' address; a subject; and a reply message. You can change these details as required. If required, do any of the following (some of these features are subject to user rights):
To remove an attachment, click its button. To remove an inline graphic, select it and then press the keyboard Delete key.
Click the button to send the reply. You will be placed into the 'Wrap-up' or 'Available' status (as configured by your administrator). |
Tag the message for follow up |
Tagging the message for follow up adds it to the list of follow up emails allowing you or any other agent in an agent group of which you are a member to deal with the message later. If you wish, you can reply to the message or forward it whilst tagging it for follow up. Click the More options button and then select Follow Up, Reply And Follow Up, or Forward And Follow Up from the context menu. If you are tagging for follow up only, click the Confirm Follow Up button. |
Forward message to another destination |
Click the Forward button. This displays the Email Forward Panel. In the panel, use the To field to type the email addresses of the target recipients. If required, do any of the following (some of these features are subject to user rights):
To remove an attachment, click its button. To remove an inline graphic, select it and then press the keyboard Delete key.
Click the button to forward the email. You will be placed into the 'Wrap-up' or 'Available' status (as configured by your administrator). |
End the conversation without replying |
Click the More options button and then select Done from the context menu. Click the Confirm Done button. The message is stored in your personal interaction history and in storm RECORDER. |
Send the message to the queue it came in from |
Click the More options button and then select Requeue button from the context menu. Click the Confirm Requeue button. |
Click the Redirect button and then select the queue from the list of options. In a long list of queues, you can use the Search Items field to look for a particular queue. Click the Confirm Redirect button. |
|
Ignore the message |
Click the More options button and then select Ignore from the context menu. Click the Confirm Ignore button. The message is tagged as unprocessed. |
Delete the message |
Click the Delete button and then click the Confirm Delete button. |
Approve or decline the email |
(Supervisors only) If the Approve and Decline buttons are displayed, your administrator has authorised you to intercept emails sent by your trainee agents. Click one of these buttons as appropriate. |
Note: in some deployments, a Wrap-up Countdown Timer may be displayed in the main title bar.