Email Management
Multiple accounts. Intelligent distribution. Real-time monitoring and reports
Email Management
Multiple accounts. Intelligent distribution. Real-time monitoring and reports
Real-Time Analysis
Key Performance Indicators
Agent Workplace
Track email volume, agent assignment and response times, using a range of real-time widgets. Text analytics, sentiment scores and key topics can also be tracked across your email channel.
KPI’s, including total assigned, total completed, total emails and performance can all be monitored against a defined SLA and segmented by each agent.
Agents can monitor email details, conversation history, customer records and customer notes. Emails can then be marked as complete and tagged appropriately.
Intelligent Distribution
Advanced Features
Audit Trail & Reports
With the highest skill setting we intelligently route different email types to specific teams and agents. Agents can manage numerous email accounts at the same time and assign emails to different teams or agents.
Advanced options around branding and design, and a range of auto responses and pre-prepared templates, can be set up. Auto replies can also be selected easily by agents to increase consistency and response time.
Agent and performance reports, along with all customer emails and agent responses are available through a full audit trail. Scheduled reports can be delivered in CSV or PDF format and all reports can be viewed online in real–time.
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