Contact Center - Email Handling

by Tawnee Santoy Updated May 09, 2019

Quick Video

Overview

MiCloud Connect Contact Center is a hosted call center with enterprise-grade performance. Designed for easy operation, real-time actionable reporting and key features for optimal performance

Email is indicated by an envelope icon and incoming email interactions are handled similar to chat and inbound voice

Interactions are answered through the interaction center which provides interaction information to the agent

Once the agent answers the interaction, the email is delivered and replied to through the agent email account such as Outlook or Gmail

Once the agent replies, the email is terminated and hung up on in the interaction center

Please note: The email is not disconnected at exactly the same time as the send from email client is selected.

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