In order to handle Emails, it is necessary to define the following:

  1. Create a Skill and assign to Agent
  2. Select the Agent mode for handling email (cherry picking or standard) within Campaign
  3. Set up the Email tab as part of the Agent Desktop within Campaign
  4. Set the Email Queue for a Campaign (need outgoing email account details)
  5. Create Routing Plan to deliver incoming emails in a Queue
  6. Access the originating Email server for incoming e-mail (need account details) and link to the corresponding Email Routing Plan

Skills / User-Skills

The first step is to create a Skill for Email that is assigned to Agents (it is assumed Agent is already assigned to Tenant and Campaign). Select Skills in Management and create a new Skill, as previously described here, for the appropriate Tenant. 

A screenshot of a cell phone

Description automatically generated

Once created, select Users within Management. Select the User and scroll down to the User – Skills Management section. Find the Email Skill and click the + button to add that Skill to the User.

Campaign Level Settings

At the Campaign level, you specify whether the Agents handling the Email are allowed to cherry-pick (pick an email from a list to handle) or not. Cherry-picking might be applied when you want your agents quickly filter out emails that they can process fast).


Navigate to the Campaigns option under the Management section of the left sidebar, then select the specific Campaign to edit. 

  • Email strategy – select the routing strategy
  • Enable cherry picking – check or uncheck 

 

A screenshot of a cell phone

Description automatically generated

Queue Level Settings

Adding a new Queue is done in the same way as previously described here. In Routepoint, you will select Email as the Type. This enables a Tab called E-mail within the Agent Desktop.


A screenshot of a cell phone

Description automatically generated

 

Next, you will need to go to the E-mail Tab component and enter the outbound email account details (i.e. replying to emails).

  • User name: Enter the username to use when access the e-mail account
  • Password: Enter the password for the e-mail account
  • From address: The outbound e-mail address shown when sending e-emails via this account
  • From name: The outbound name given in the From part of the e-email via this account
  • Host address: The host address for accessing this e-mail account
  • Port: The port number on which to connect to the Host
  • Secure: Select a security protocol
  • Forward type: Specify which address needs to be sender – Normal, Normal with sender in reply to, or Keep original sender
  • Template Group: Select if you have a group created
  • Default Font: Optional if specified
  • On hold delay times (hours): Optional

 

A screenshot of a cell phone

Description automatically generated

Email Routing

In order to move emails from a customer’s inbox to a queue, you must set an appropriate Routing Tool. This routing is made up of various elements and ensures that the email enters the appropriate queue.

Routing Elements

There are sixteen routing elements available for setting up a Routing Plan. By connecting these routing elements, you can create the plan that meets your needs. Below are the following components:

  • Receive: Where an email enters a routing plan. Used as the start 
  • Match text: Element where is tested if a text string is found in a certain email part (from:, to:, subject:, body:)
  • Autoreply: When a template is selected and autoreply is sent
  • Virus: Where to send email that contains a virus (the email is checked against viruses and a percentage is established of the likelihood a virus is detected)
  • Spam: Where to send email that contains spam (the email is checked against spam and a percentage is established of the likelihood spam is detected)
  • Queue: Where the email gets pointed for further distribution
  • Forward: Where to send an email based on the email address you enter
  • Ticket number: Creates a new unique number
  • Attachments: Element that checks the amount of attachments
  • Language: Tests whether the language of the email text is one of a given set of languages (languages specified in comma separated list with the well-known2-letter abbreviations)
  • Assign: Can be used to assign a particular variable to an incoming email
  • ? => DB: Add incoming data from the routing into a database. Variables within this element can be added via the element Variable
  • DB => ?: Can be used to retrieve data from a database to be used in the routing. Variables within this element can be added via the element Variable
  • Variables: Added separately in the routing and can be used to specify the variables that are used by the DB elements
  • If: Used to add a certain condition to a routing
  • Remove: Where email ends in routing. The final Element in your routing


A screenshot of a cell phone

Description automatically generated


Setting Up A New Email Routing Plan


To create a new email routing plan, select Routing menu option in Email and the “Email Routing Editor” window will appear. You can place various Elements on the drawing board to build up the routing. Then connect the elements by a green arrow, for positive outcome, to the subsequent element and the red arrow, for adverse outcome, onto the next element.


Below is an example of a Routing Plan where the email enters the routing within the Receive element and a new ticket number is generated for this email before assigned to a queue.

 

A close up of a logo

Description automatically generated 

 

Email Servers

The next step is configuring inbound email streams (email inboxes of the customer that need to be accessed for fetching emails) for the Client.  Select Servers menu option in Email to view the “Email Clients Management” window. To add a new Email, use the + Add Email button. The following components must be filled in to create a new email client.

General Tab

  • Client name: Enter name of the email client configuration
  • Tenant: Select the appropriate customer
  • Host Type: Select the type of email protocol
  • Email Routing: Select the appropriate Routing strategy that was created for the customer
  • Queue: Default queue where the emails from this client eventually are handled
  • Active: Check or uncheck for making email client active
  • Is test: This correlates to this configuration in Routing Plan is still in test phase

 

 A screenshot of a cell phone

Description automatically generated

Credentials Tab

  • User name: Enter username for the email account
  • Password: Enter password for the email account
  • Host address: The server address to connect to
  • Port: Enter if a port number is required (might be related to security protocol below)
  • Poll Frequency (minutes): Set the minutes to poll for new emails that have come in
  • Secure: Select security for accessing the email server
  • Mailbox: If this account has multiple mailboxes, this field allows you to specify which one you need
  • Test Connection: When you have specified all credentials the Test Connection button allows you to check whether you can connect successfully to the server with the specified credentials. If successful, you will get a green bar on top of the window with a proper message. If unsuccessful, you will get a red bar on top with a descriptive message

 A screenshot of a cell phone

Description automatically generated

Treatments Tab

This Tab specifies the actions that can be performed on an email that comes in.

  • Virus Scan: Whether a virus scan needs to be executed on the fetched emails (this might not be necessary because this could have been done already at entry point at the customers email environment)
  • Spam Filter: Whether a spam check needs to be executed on the fetched emails (this might not be necessary because this could have been done already at entry point at the customers email environment)
  • Extract text: Strips email headers, html, etc from the email in order to process the text properly (e.g. for language detection). This has no effect on how the Agent will see the email in Agent Desktop.
  • Language detect: Detects the language of the email (used for processing the email within the email routing plan)
  • Thread finder: 
  • Agent affinity selector: Specifies whether an Agent should be found that handled the previous email from the sender

 

A screenshot of a cell phone

Description automatically generated