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Handle Emails

To receive or place calls using the 8x8 Contact Center app, you must:

What happens when I am offered an email?

If the application is open, the Email tab blinks red, indicating an email interaction. When an agent is available, the longest-waiting email in the queue is offered to the agent. 8x8 Contact Center app searches the CRM database for existing customer records based on email ID. If the email is from an existing customer, the relevant customer record is presented to the agent via screen pop. In the absence of a matching record, a new customer record is created.

The agent processes the email and may select transaction codes to indicate the disposition. Selecting transaction codes may be optional or mandatory based on the settings. The email processing ends, and the agent gets post-processing time for a final wrap-up. If codes are mandatory, the interaction stays in post-processing mode until codes are selected.

What is a typical email flow?

8x8 Contact Center app directs emails to agents via an email queue. Agent status must be Available to receive these incoming emails. On accepting, the agent's status changes to Busy. On rejecting the email, the agent's status changes to Working Offline.

If an email queue has pending emails, you can:

  1. When an email is offered, the email tab blinks red.
  2. If the email is from an existing customer, the customer record opens in a browser tab, allowing you to preview the customer details.
  3. Click Accept Email. Your status changes to Email In Progress.
  4. Click Accept Email. Your status changes to Busy.
  5. If available, click Post Processing. Your status changes to Post Processing, and then back to Available.The email saves as a task. You can edit the details, reply, or create a new follow-up in Salesforce.
  6. Click End Post Processing.
  7. Click Work Offline if you need more time to complete any post-processing tasks.

 


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