Email Queues. Email queues enable the efficient management of email to and from Cloud Voice Contact. Emails will appear on the queue and agents that are within groups that serve that queue will be able to select emails to work in. Participation on email queues can be set at an agent level, so for example an agent might be part of a Group that is attached to an email queue, but they could be set to work on voice exclusively. Each queue can be associated with a different email server and/or email account and can therefore be associated with a different email flow. A list of classifications can be assigned to emails and these will be recorded against the call notes and can be reported against using the built in Reports tool. The administrator can select which classifications are enabled for email as with other channels. A timer can be set for emails on a queue. This measures the time that it takes the agent to reply to the email, once they have initiated the response. This time can be set by the administrator and the opportunity to allow and extension can also be configured.
Appears in 3 contracts
Sources: Definitions and Interpretation Agreement, Cloud Voice Services Agreement, Cloud Voice Services Agreement