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• 5.19 • 5.3 • 5.8

Email Tab for Services & Campaigns

Services & Campaigns > Email

The fields, values, and options for the Email tab in Services & Campaigns are described in this document.

Email tab

Acknowledgement

Acknowledgment is the message sent as an immediate response to inbound emails associated with a service to acknowledge receipt of a request and advise the sender about the estimated reply time.


	Acknowledgment isn't considered a reply and doesn't affect metrics related to this service. It is only sent for the initial email in an email thread.

Acknowledgments must initially be prepared as articles in the Knowledge Base.

Select an article to use as acknowledgment for the given service by clicking the link, entering article keywords in the search field, and choosing the language. Matching articles will be listed. Select the desired article to display it in the preview field.

Acknowledgment can be defined in one language only in the current product version.

Distribution method

Distribution method is the method of email delivery to the Agent Desktop.

Use the pull method to keep incoming emails in the service queue. Emails will be visible to the agents of the teams assigned this service. Agents select emails to process from this queue.

Use the push method to send incoming emails to the Agent Desktop, just like calls and chats. Agents accept incoming emails for immediate processing or move emails to My Queue for later processing. For information about agents' availability to process email interactions, see section Omni-Channel Routing.


	When emails are delivered to agents (push) or appear in the service queue (pull), they are sorted by priority and then by the shortest remaining time to breach the configured service level. For more information about email priority, see section Scenario Entries - Email.

Enable personal routing

Enable personal routing indicates whether personal email routing is enabled for this service.

If enabled, the system attempts to deliver any email identified as part of an existing email thread to the agent who sent the previous reply within that thread.

Personal routing timeout

If personal routing is enabled and the Distribution method is push, Personal routing timeout specifies how long the system waits in minutes, hours, or days, for the agent who sent the previous reply to become available before distributing the email to qualified agents via push.


	Values set in minutes may be rounded to the nearest upper multiple of five.

This timeout applies to the push method. For the pull method, such emails are immediately delivered to the agent’s My Queue.

Email tab Personal Queue Management

Return emails to general queue if SLA is breached

Return emails to general queue if SLA is breached causes emails that have breached a service level while in My Queues to return to the general service queue.

Return emails to general queue after

Return emails to general queue after specifies in minutes, hours, or days how long the system waits after the email is placed in an agent's My Queue before returning an email to the general service queue.

If the Return emails to general queue if SLA is breached is set, emails are returned to the general queue, even when put in the agent's My queue after the SLA is breached.

	Return emails to general queue after Notes
	A change in this setting applies to newly arriving emails. The new timeout value will not apply to emails already in agents' queues. Transfers of emails between personal queues don't reset the timeout. Time starts accumulating when the email appears in the first personal queue. If this value is set to fewer than 15 minutes, the actual transfer back to the team queue happens no sooner than 15 minutes. Values set over 15 minutes may be rounded to the nearest upper multiple of five.

Email tab Service Level Target

Replied emails

Replied emails specifies the percentage of emails associated with this service expected to be replied to within the specified service level threshold (see below) relative to all replied emails.

Within threshold

Within threshold sets the service's service level threshold in minutes, hours, or days. A service level threshold is the time emails associated with the service are expected to get a reply.

The reply time is measured from when the email is placed in the service queue to when the first reply is sent.

	Service Level Target Notes
	An Acknowledgement isn't a reply. When an email moves between service queues, its time in queue applies against the new service's threshold and may instantly breach it. Time accumulated outside of the hours of operation specified for the given service isn't counted against the threshold. Within threshold values set in minutes may be rounded to the nearest upper multiple of five.

Email tab Escalation

Escalate to another service

This is the where service emails are escalated to when they have not been responded to within the time set below.

after

The time to wait before routing emails to the escalation service. The wait time is measured by hours of operation and not calendar hours. For example, if the SLA is set for 1 hour, and the email arrives 10 minutes before the service closes, the email will only be escalated 50 minutes after the service re-opens. The wait time can be specified by business minutes, hours, or days.

Email tab Screepop

Label

The name of the tab in which the screen pop content will appear in this field.

Open in popup window

Indicates whether screenpop appears in the Context Information Area of the Agent Desktop application (default) or a separate window.

Keep open when interaction is finished

This option keeps the pop-out browser tab open when an interaction is finished. This option isn't available unless Open in popup window is selected.

URL of the page to open

The web page URL displayed when an agent receives an email associated with the service. A query string can be added to supply variables for the screenpop.

The following variables are supported:

$(item.caseId): specifies the case ID of the interaction, if available.

$(item.contactId): specifies the contact ID of the customer, if available.

$(item.email): specifies the e-mail address of the customer.

$(item.firstName): specifies the first name of the customer, if available.

$(item.from): specifies the origination address (i.e., phone number or chat user display name).

$(item.lastName): specifies the last name of the customer, if available.

$(item.subject): specifies the email's "subject" field.

$(item.to): specifies the email's "to" field.

$(user.loginId): specifies the agent's login ID.

$(user.firstName): specifies the agent's first name.

$(user.lastName): specifies the agent's last name.

Additional URLs

Click add to specify URLs for additional (optional) web pages to be opened. A separate label can be specified for each additional screen pop tab. The labels are used as page or tab titles.

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@@ Line 1: / Line 1: @@
-<translate>= Email Tab= <!--T:1-->
-To access the '''Email''' tab and configure email service settings, select an email service in '''Services & Campaigns''', then click the '''Email''' tab. The fields, values, and options in the tab are described in this document.
-<!--T:2-->
+= Email Tab for Services & Campaigns =
-<p>
+{{NavLink | Services & Campaigns > Email}}
+The fields, values, and options for the '''Email''' tab in '''Services & Campaigns''' are described in this document.
+{{Image750 | Services_campaigns_email_tab_1.png | Email tab}}
-<!--T:3-->
-[[File:Services_campaigns_email_tab.png|thumb|800px|center|Email tab]]
+=== Acknowledgement ===
-=== Acknowledgment === <!--T:5-->
+<p>
 '''Acknowledgment''' is the message sent as an immediate response to inbound emails associated with a service to acknowledge receipt of a request and advise the sender about the estimated reply time.
-<!--T:6-->
-Acknowledgment is not considered a reply and does not affect metrics related to this service. It is only sent for the initial email in an [[Agent-guide/UnderstandingEmailCasesandThreads | email thread]].
-<!--T:7-->
+{{Note | '''Acknowledgment''' isn't considered a reply and doesn't affect metrics related to this service. It is only sent for the initial email in an [[Agent-guide/UnderstandingEmailCasesandThreads | email thread]].}}
 Acknowledgments must initially be prepared as articles in the [[Contact-center-administrator-guide/KnowledgeBase | Knowledge Base.]]
-<!--T:8-->
 Select an article to use as acknowledgment for the given service by clicking the link, entering article keywords in the search field, and choosing the language. Matching articles will be listed. Select the desired article to display it in the preview field.
-<!--T:9-->
 Acknowledgment can be defined in one language only in the current product version.
-=== Distribution method === <!--T:10-->
+=== Distribution method ===
 '''Distribution method''' is the method of email delivery to the Agent Desktop.
-<!--T:11-->
+Use the '''pull''' method to keep incoming emails in the service queue. Emails will be visible to the agents of the teams [[Contact-center-administrator-guide/ServicesandCampaigns/AssignmentsTab | assigned this service]]. Agents select emails to process from this queue.
-Use the '''pull''' method to keep all incoming emails in the service queue. The emails will be visible to the agents of the teams associated with this service. (See the description of the '''Assignments''' tab). Agents must select emails manually to process from this queue.
+Use the '''push''' method to send incoming emails to the Agent Desktop, just like calls and chats. Agents accept incoming emails for immediate processing or move emails to '''My Queue''' for later processing. For information about agents' availability to process email interactions, see section [[Contact-center-administrator-guide/Omni-ChannelRouting | Omni-Channel Routing.]]
+{{Note | When emails are delivered to agents ('''push''') or appear in the service queue ('''pull'''), they are sorted by priority and then by the shortest remaining time to breach the configured service level.
+For more information about email priority, see section [[Contact-center-administrator-guide/Email | Scenario Entries - Email.]]}}
+=== Enable personal routing ===
+'''Enable personal routing''' indicates whether personal email routing is enabled for this service.
+If enabled, the system attempts to deliver any email identified as part of an existing email thread to the agent who sent the previous reply within that thread.
+=== Personal routing timeout ===
+If [[#Enable personal routing | personal routing]] is enabled and the '''Distribution method''' is '''push''', '''Personal routing timeout''' specifies how long the system waits in minutes, hours, or days, for the agent who sent the previous reply to become available before distributing the email to qualified agents via '''push'''.
-<!--T:12-->
+{{Note | Values set in minutes may be rounded to the nearest upper multiple of five.}}
-Use the '''push''' method to deliver incoming emails directly to the Agent Desktop like calls and chats. Agents can accept incoming emails for immediate processing or move emails to ''My Queue'' for processing at a later time. For information about agents' availability to process email interactions, see section [[Contact-center-administrator-guide/Omni-ChannelRouting | Omni-Channel Routing.]]
+This timeout applies to the '''push''' method. For the '''pull''' method, such emails are immediately delivered to the agent’s '''My Queue'''.
+{{Image750 | Services_campaigns_email_tab_2_202308290936.png | Email tab Personal Queue Management}}
-<!--T:13-->
+=== Return emails to general queue if SLA is breached ===
-The order in which incoming emails are delivered is determined first by priority and then by the shortest remaining time to breach the configured service level. (See the description of the ''Service Level'' settings below.) For more information about email priority, see section [[Contact-center-administrator-guide/Email | Scenario Entries - Email.]]
-=== Enable personal routing === <!--T:14-->
+'''Return emails to general queue if SLA is breached''' causes emails that have breached a service level while in '''My Queues''' to return to the general service queue.
-'''' indicates whether personal email routing is enabled for this service.
-<!--T:15-->
+=== Return emails to general queue after ===
-Enable to deliver emails identified as part of an existing [[Agent-guide/UnderstandingEmailCasesandThreads | email thread]] to the agent who composed the previous reply within that thread.
+'''Return emails to general queue after''' specifies in minutes, hours, or days how long the system waits after the email is placed in an agent's '''My Queue''' before returning an email to the general service queue.
-=== Personal routing timeout === <!--T:16-->
+If the [[#Return emails to general queue if SLA is breached | Return emails to general queue if SLA is breached]] is set, emails are returned to the general queue, even when put in the agent's '''My queue''' after the SLA is breached.
-Enable personal routing above to specify the length of time the system will wait for the agent who composed the previous reply to become available before switching to the regular distribution method involving all qualified agents.
-<!--T:17-->
+{{NoteTitled | Return emails to general queue after Notes |
-This timeout is essential for the ''''' method only. For the ''''' method, such emails will be immediately delivered to the agent’s ''My Queue''.
+* A change in this setting applies to newly arriving emails. The new timeout value will not apply to emails already in agents' queues.
+* Transfers of emails between personal queues don't reset the timeout. Time starts accumulating when the email appears in the first personal queue.
+* If this value is set to fewer than 15 minutes, the actual transfer back to the team queue happens no sooner than 15 minutes.
+* Values set over 15 minutes may be rounded to the nearest upper multiple of five. }}
-===Personal Queue Management===
+{{Image750 | Services_campaigns_email_tab_3_202308290957.png | Email tab Service Level Target}}
-[[File:Services_campaigns_email_tab-personal-queue-management.png|thumb|800px|center|Email tab]]
-==== Return emails to general queue after ==== <!--T:18-->
+=== Replied emails ===
-'''' specifies how long the system will wait (from the moment the email is placed in an agent’s ''My Queue'') before returning this email to the general service queue.
-<!--T:19-->
+'''Replied emails''' specifies the percentage of emails associated with this service expected to be replied to within the specified service level threshold (see below) relative to all replied emails.
-Select "return emails to general queue if SLA is breached"  to return such messages back to the general queue, even if the emails is put in the agent's ''My queue'' after the SLA is breached.
-==== Return emails to general queue if SLA is breached ==== <!--T:20-->
+=== Within threshold ===
-This setting indicates whether emails that have breached service level while in ''My Queues'' will be returned to the general service queue. See the description of the following ''Service Level'' settings.
+'''Within threshold''' sets the service's service level threshold in minutes, hours, or days. A service level threshold is the time emails associated with the service are expected to get a reply.
-===Service Level Target===
+The reply time is measured from when the email is placed in the service queue to when the first reply is sent.
-[[File:Services_campaigns_email_tab-service-level-target.png|thumb|800px|center|Email tab]]
-==== Replied emails ====
+{{NoteTitled | Service Level Target Notes |
-<!--T:21-->
+* An [[#Acknowledgement | Acknowledgement]] isn't a reply.
-This setting specifies the percentage of emails associated with this service that are expected to be replied within the specified service level threshold (see below) relative to all replied emails.
+* When an email moves between service queues, its time in queue applies against the new service's threshold and may instantly breach it.
+* Time accumulated outside of the [[Contact-center-administrator-guide/PropertiesTab | hours of operation specified for the given service]] isn't counted against the threshold.
+* '''Within threshold''' values set in minutes may be rounded to the nearest upper multiple of five.
+}}
-==== Within threshold ==== <!--T:22-->
+{{Image750 | Email-Routing-Escalation.png | Email tab Escalation}}
-''Service level, Within threshold'' sets the service level threshold for this service. A service level threshold is the amount of time in which emails associated with this service are expected to get a reply. The reply time is measured from the moment the email is placed in the service queue to the moment when the first reply is sent. ''Acknowledgement'' (see above) is not considered a reply. The Service Level will be reset when an email is moved from one service queue to another.
-<!--T:23-->
+=== Escalate to another service ===
-The email service level threshold can be specified either in hours or in days.  Either case excludes the time that is outside of the [[Contact-center-administrator-guide/PropertiesTab | hours of operation specified for the given service.]]
+This is the where service emails are escalated to when they have not been responded to within the time set below.
-<!--T:24-->
+=== after ===
-=== Screenpop ===
+The time to wait before routing emails to the escalation service. The wait time is measured by hours of operation and not calendar hours. For example, if the SLA is set for 1 hour, and the email arrives 10 minutes before the service closes, the email will only be escalated 50 minutes after the service re-opens. The wait time can be specified by business minutes, hours, or days.
-[[File:Services_campaigns_email_tab-screenpop.png|thumb|800px|center|Email tab]]
-<!--T:25-->
+{{Image750 | Services_campaigns_email_tab-screenpop.png | Email tab Screepop}}
-==== Label ====
-Enter the name of the tab in which the screen pop content will appear in this field.
-<!--T:26-->
+=== Label ===
-====Open in popup window ====
+The name of the tab in which the screen pop content will appear in this field.
-Use this box to indicate whether screen pop should appear in the [[Agent-guide/UserInterfaceOverview | Context Information Area]] of the Agent Desktop application (default) or in a separate window.
-<!--T:27-->
+=== Open in popup window ===
-====Keep open when interaction is finished====
+Indicates whether screenpop appears in the [[Agent-guide/UserInterfaceOverview | Context Information Area]] of the Agent Desktop application (default) or a separate window.
-Selected this option to keep the pop-out browser tab open when an interaction is finished. This option is not available for selection unless ''Open in popup window'' is selected.
-<!--T:28-->
+=== Keep open when interaction is finished ===
-====URL of the page to open====
+This option keeps the pop-out browser tab open when an interaction is finished. This option isn't available unless [[#Open in popup window | Open in popup window]] is selected.
-Enter the URL of the web page that will be displayed by the Agent Desktop application when the agent receives an email associated with the given service . A query string can be added to supply variables for the screen pop.
+=== URL of the page to open ===
+The web page URL displayed when an agent receives an email associated with the service. A query string can be added to supply variables for the screenpop.
-<!--T:29-->
 The following variables are supported:
+:; $(item.caseId)
+:: specifies the case ID of the interaction, if available.
+:; $(item.contactId)
+:: specifies the contact ID of the customer, if available.
+:; $(item.email)
+:: specifies the e-mail address of the customer.
-; $(item.from)
+:; $(item.firstName)
-:sender’s email address
+:: specifies the first name of the customer, if available.
-; $(item.to)
+:; $(item.from)
-: emails address in the To: field
+:: specifies the origination address (i.e., phone number or chat user display name).
-; $(item.subject)
+:; $(item.lastName)
-: content of email subject
+:: specifies the last name of the customer, if available.
-====Additional URLs====
+:; $(item.subject)
-Click '''add''' to specify URLs for additional (optional) web pages to be opened. A separate label can be specified for each additional screen pop tab. The labels are used as page or tab titles.
+:: specifies the email's "subject" field.
+:; $(item.to)
+:: specifies the email's "to" field.
+:; $(user.loginId)
+:: specifies the agent's login ID.
+:; $(user.firstName)
+:: specifies the agent's first name.
+:; $(user.lastName)
+:: specifies the agent's last name.
-</translate>
+=== Additional URLs ===
+Click '''add''' to specify URLs for additional (optional) web pages to be opened. A separate label can be specified for each additional screen pop tab. The labels are used as page or tab titles.

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