Process Email Interactions

Email interactions provide a means of receiving and responding to customer inquiries using Agent ConsoleClosedVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions..

Processing email interactions using AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console requires access to Local CRM. If your Agent Console is configured to interoperate with an External CRM, the Local CRM continues to process all email interactions received by Agent Console.

When Agent Console offers you a new email interaction, the Local CRM presents the email in the Display Panel. Based on the email ID or case ID contained in the email, the Local CRM searches for matching records.

For information about configuring your Agent Console profile's email settings, see Configure Your Profile.


The Agent Console email controls enable you to:

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