Where do you want the messages to go?
Introduction
The following are cases where email messages from customers should go directly to a specific agent instead of through a general messaging mailbox:
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Direct Correspondence with Agents
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DEFINITY ECS Expert Agent Selection
Direct correspondence with agents
Direct correspondence with agents occurs in the following cases:
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When new work requests are directed to a specific agent
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When messages are received from Subject Matter Experts (SMEs)
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When the agent suspends a message. When an agent suspends a message, the message is dormant until the time comes for it to be reactivated. Agents may manually request that a message be returned or the timer may expire. In either case, the messaging software returns the message to the suspending agent.
In the first and second case above, a special mailbox is not required.
Direct correspondence with agents using vectors
The vector associated with a VDN may specify a skill set needed to respond to the message, or it may route the message directly to a specific agent.
Depending on your business practices, email sent directly to an agent may come from the following:
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customers to whom the agents have given their personal address because they have formed a relationship
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customers inquiring about something handled by only one particular agent
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Other agents or consultants who are responding to CentreVu Internet Solutions messages forwarded to them
If you choose to have the messaging software support these messages, it is important to set up your vectors accordingly and consider coverage criteria (see Sample vector for basic message call delivery). Vector programming can ensure that work is handled when agents are sick or on vacation. For more information on vectoring, please see Vectors.
Messages that should not go through the messaging software
Some of the email for individual agents should not go through CentreVu Internet Solutions messaging software; for instance, notices about training courses or changes in the work schedule. If the messaging software were to handle these messages, the statistics on their handling times would contaminate the data on the efficiency of your contact center. However, email from a customer, or email about a message from a customer (whether from inside or outside your organization), should always go through the messaging software, to ensure start-to-finish statistics on handling customer concerns.
Any agent expected to receive direct correspondence from customers should have two mailboxes, one for CentreVu Internet Solutions messages and one for other email.
DEFINITY ECS Expert Agent Selection
The actual functionality of the DEFINITY ECS can be described in the context of agent operations during CentreVu Internet Solutions message calls. To staff messaging agent positions, agents use a browser to access a login Web page and input their Expert Agent Selection (EAS) agent ID and the physical extension where they will take message calls. The agents submit the completed form to the ICM server. The ICM server sends login requests containing agent IDs and extensions to the CentreVu Computer-Telephony server, which uses ASAI to log in agents. This lets the DEFINITY ECS know about the agents. Refer to theDEFINITY ECS Release 6 Call EAS Issue 2 Guide (555-230-521) document for details on EAS.
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Copyright © 2001 Avaya Inc. All rights reserved. Modified: March 19, 2001 |
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