Overview

The Emails module allows you to manage the records of each email interaction and locate view, and review emails received and sent during the interaction.

What are Emails?

In contact centre activities, it is easy to think you are handling emails in the same way you would be doing in a traditional email client, e.g. Gmail or Outlook, however, this is not the case. Typically, in a simple email interaction with a contact centre, the following sequence of activities occurs:

  1. A contact sends an email to the campaign's email address

  2. The email is assigned to an agent

  3. The agent composes and sends, an email reply to the contact

  4. The interaction is automatically marked as Actioned.

If the contact replies to the agent's reply, then a new email will be received and handled by the system as a new interaction.

However, more complex interactions can also occur. For example, a supervisor could re-open an interaction, once or more often, in which case the email is once again assigned to an agent, quite possibly a different Agent to the first one, who can then send another reply.

So, the primary differences between the email processes in the contact centre and those familiar to users of traditional email clients are:

  • The key interaction is the first incoming email from the contact. This is used as the reference for the subsequent replies.

  • One incoming email will typically result in one reply but may result in more.

  • New emails from the same contact are treated as separate interactions.

This is why, unlike in an email client, the incoming email is shown first (although it will, by definition, be the oldest), and all replies are shown after it, in chronological order. That means, in order to see the last reply, you need to look at the reply at the bottom of the list - exactly the opposite to the way most email clients handle email threads.


1. Display Emails

This feature allows you to navigate the list of Email Records registered in the contact centre.

From this list, you can locate a particular email or set of emails.

Where to find this feature 

  1. Open the Workspace.

  2. Select Emails from the Management menu. 

A list of email records is displayed when you first open the Emails module. Each row can be expanded to show replies if there are any.

Action Icons

In the header there are a number of icons, which provide the ability to perform actions on selected emails:

Icon

Action

Select All/Select None checkbox.

Mark the selected email(s) as Unactioned.

Mark the selected email(s) as Actioned.

Refresh the display.

Delete selected emails that have not been actioned

Email Details

Each row in the display contains the following fields:

Column

Contents

Actioned Indicator

A coloured vertical bar to the left of the Selection Checkbox indicates the email has not yet been Actioned. If it is absent, then the email has been actioned.

Used to select one or more emails. Once selected, these emails can be acted on, as a group, by the Mark as Actioned or Mark as Unactioned icons in the header row.

Sender, Subject Line and Replies Count

On the first line, the sender's, i.e. Contact's, name and email address are displayed. On the second line, the subject line of the email is displayed, along with a symbol indicating it is an incoming email.

If there are any replies to the original email, then the third line contains an action icon and an indicator of the number of replies sent to the email.

These details are not displayed if specific advanced search options were used. This is because it is assumed you wanted to search for individual emails.

If this action icon is clicked, the Display Email Replies opens up immediately below the incoming email display.

Campaign

The name of the email campaign to which this interaction belongs.

Date & Time

The date and time at which the email was received.

Recipient Email

The email address to which the incoming email was sent.

An Attachments icon is displayed if there are any attachments to the incoming email.

To view an attachment, open the email and then click the attachment's name.

Click the View Email icon to open the incoming email for viewing.

Quick Search

  1. Enter any portion of either the Sender or Subject using the text entry box at the top of the screen

  2. Click the Search icon 

Search Options

This advanced search feature allows you to reduce the list of emails displayed by adding one or more search criteria.

  1. Click Search Options to open the advanced search options.

  2. Enter your search criteria.

  3. Click Search.

The search criteria include:

Parameter

What you should do

Date from

Enter the first date of the search range. For incoming emails, this will be the date the email was retrieved from the mailbox (rather than the date it was sent). For replies, it will be the date the reply was sent.

Date to

Enter the last date of the search range. For incoming emails, this will be the date the email was retrieved from the mailbox (rather than the date it was sent). For replies, it will be the date the reply was sent.

Select Campaign

Select a campaign name. Use the Ctrl and Shift keys (Cmd+Shift keys on a Mac) for multiple selections.

Status

Select the status of the email interactions you require. You can choose to search for all emails, or only those whose interactions have been actioned, or only those that have not yet been actioned.

Sender

Enter the whole, or part, of either the email address or name of the sender of emails.

Recipient

Enter the whole, or part, of either the email address or name of the recipient of emails.

Subject

Enter any text string to be searched for in the subject line of emails.

Body

Enter any text string to be searched for in the body of emails.

Type

Select whether the search is to be performed against "Received" (ie incoming), "Sent" (ie reply) or "All" emails.

Agent

Select the name of the agent who handled the emails of interest.


2. View Emails

The View Email dialog presents a full display of all the details held on a single incoming email, and the full text of that email, and any replies that may have been sent. In addition, whether the email has been actioned or not, is indicated by an icon in the top right, and a coloured bar on the left of the email content.

If the email being displayed is an incoming email and has some replies, these will be shown as expandable headers, which display the text of the reply when clicked.

The email content that is displayed is:

Column

Contents

Sender

The sender's name.

Sender Email Address

The sender's email address.

Recipient

The email address to which the incoming email was sent.

Sent time

The time at which the email was sent. For replies, this will be in the format selected for the organisation in Organisation Settings. However, for incoming emails, it will be in the local time, and format, of the sender. It is quite possible that neither the time zone of the sender nor the date formatting used match those set in Organisation Settings.

Received time

The date and time at which the email was received.

These details are then followed by the Subject Line, and the full text of the email. In addition, if there are any replies to the email, they are displayed as expandable headers, which open to show the full text of the reply email.

Click anywhere on a header to view the reply text, and click again on the header to close it.


3. Spell Checker

ipSCAPE supports browser spell checkers within the email composition text editor area.
To activate spell check the <CTRL> key needs to be pressed down while right-clicking on the word.

If you are using a spell checker browser plugin, like for example "Grammarly", this feature will not work as expected.