How email works

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Genesys email ensures that agents receive the right emails for their skills and the best resources to respond to those emails and provide an excellent customer experience. There are two email solutions: Email classic and Engage cloud Email.

Related use cases:

What Email does[edit source]

Genesys Email classic enables:

  • Monitoring of inbound mailboxes.
  • Automated responses to incoming emails.
  • Routing of email to the best-fit agents based on content analysis.
  • Supervisor review of outgoing emails.

Genesys Engage cloud Email enables all the features of Email classic, plus:

  • Routing of email to the best-fit agents based on content analysis plus your Categories and Prioritization schemas for Engage cloud Email.
  • Near real-time dashboards for monitoring your backlog.

How Email works[edit source]

Email classic uses various applications:

  • Provision mailboxes and agent features in Agent Setup.
  • Create standard responses in eServices Manager.
  • Send and respond to emails in Agent Desktop.

Engage cloud Email uses various applications:

  • Provision mailboxes and auto-acknowledgments in Intelligent Workload Distribution.
  • Provision agent features in Agent Setup.
  • Create standard responses in eServices Manager or Designer, depending on your implementation.
  • Send and respond to emails in Agent Desktop.

Mailboxes

Players: Administrators

Actions: With Email classic, use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.

With Engage cloud Email, use Intelligent Workload Distribution to designate your incoming and outgoing mailboxes. To create email aliases that agents can choose as their From address, continue to use Agent Setup.

Interactions

Players: Administrators, Agents, Supervisors

Actions: Agents use Agent Desktop to send new and reply emails to customers, adding standard responses as needed. Supervisors use Agent Desktop to review, edit, or return an outbound email to the agent for editing. Administrators use Agent Setup to determine what agents can and can't do, such as Reply All and Forward. Administrators can also set up standard responses that agents can use in drafting replies.

Reporting

Players: Administrators, Supervisors, Agents

Actions: Supervisors and administrators can analyze current email and agent activity through Workload Manager and Pulse dashboards and reports. They can use Genesys CX Insights to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Desktop.

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