How email works
Genesys email ensures that customers are provided a pleasant information narrative; agents receive the right emails for their skills and the best resources to respond to those emails.
What email does[edit source]
Genesys email includes:
- 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
How email works[edit source]
Email setup and handling uses various applications:
- Provision mailboxes and agent features in Agent Setup
- Set up your email routing in Designer
- Create standard responses in eServices Manager
- Send and respond to emails in Agent Desktop.
Mailboxes
Players: Administrators
Actions: Use Agent Setup to designate your incoming and outgoing mailboxes. You can also create email aliases that agents can choose as their From address.
Routing
Players: Administrators
Actions: Genesys provides a basic email routing strategy, enabling you to distribute email according to agent skills, agent group, priority, or other criteria. Use Designer to make changes and additions to that strategy.
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.