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Overview of Email Interactions

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

Processing email interactions using Agent 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 the Agent Console.

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

For information about configuring your Agent Console profile's email settings, see Configuring Email Options, on page 1.

Processing Email Interactions

The Agent Console Email controls enable you to:

See Also


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