Email Accounts

What are the Email Accounts?

With XCALLY Motion you can share a single mailbox among several agents and use it in a way similar to a voice queue.

XCALLY Motion offers a web client email specific for Customer Care needs, where the Agents share  all information: what you need to do is just to configure IMAP accounts, already existing on your provider, and manage email exchange using XCALLY Motion, as well as for the other channels.

The Email Accounts Section

In this Section you can add New Email Accounts and manage the existing ones.

Add a New Email Account

Click onto add a New Email Account:

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On the Email Accounts list, click onto:

• Edit the Email Account
• Verify SMTP connection 
• Go to Interactions list for the Account 
• Go to Realtime Email Account 
• Add Agent to Email Account
• Delete Email Accounts

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Edit an Email Account

Editing an Email Account you have a list of Sections:

Settings

General

IMAP

SMTP

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Advanced

Template

Notification

Transfer

If at least one of this flags is enabled, the agent will see this option among those available in order to manage an email interaction:

Disposition

Dispositions

The Dispositions created here will be available when the Agent disposes a mail message coming from this account.

The Disposition is a label (or a set of labels, maximum in a three level hierarchy) that can be applied to each interaction record in order to better describe it.

For example, an Agent who has managed a call can use a disposition in order to indicate the type or resolution of the call itself, but this can be done for any type of interaction (as email, chat, sms, whatsapp messages, and so on) when this is closed. 

By default, the following dispositions are usually available on your system (if your Administrator has not deleted one or more of them) :

• Fax
• Answer Machine
• Interested
• Not Interested
• Sold
• Special

but new Dispositions which are more suitable to your organization can be easily created. In the Tools- Dispositions section the Administrator can add global dispositions available for all the environment, in addition to specific dispositions that can be created for specific environments (as lists, channel accounts and websites).

To create a specific environment disposition, click on New Disposition and enter the details:

• Name: name of the disposition that will be displayed for agents managing contacts in this list
• Description (optional)
• First Level Disposition (optional): choose, from among the dispositions already present on the system, a disposition to which this refers in a two-level hierarchical relationship 
• Second Level Disposition (Optional): choose, from among the dispositions already present on the system, a disposition to which this refers in a three-level hierarchical relationship 

Click Save to confirm. After the disposition is created, you can view, edit or delete it (in the List of Dispositions)

Multi level dispositions

You have the possibility to create multiple level (maximum 2) for each disposition:


In the example shown in the image above, when Agents close and dispose an interaction they can choose a single level or a multi-level disposition (for example the combination # 1 # 5 # 7 or the combination # 1 # 5 # 6)

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Account.

Click onto find a specific item from the list:

or click on  to add a new one:

Canned Answers can be deleted or edited and modified: click onand choose the command you want to start:

General (marked by asmall icon) and Local (specific for Account and marked by the Channel type icon) Canned Answers will be available as a blended list when exchanging messages from the Agent interface.

Actions

In this section you should define the Actions for the email account to be executed by adding applications, working rules and intervals:

Interactions

In this section you can find the list of all the email interactions occurred on the Account. 

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the following form:

• Select the Field (scroll the list of all the available search fields)

• Select the Operator among those available (eg.: equals, contains, starts with, and so on)

• Select or insert the Value

• Add the Condition (click on )

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

When you finish, click on the  button in order to start the search: the q

uery is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete all the conditions set at once.

On this form it is possible to:

• modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

When an advanced search selection is active
As long as the search conditions are operational, the Advanced Search button will notify it by changing its color (light blue on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 

On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

On the single interaction, the Supervisor can use the three dots command menu  in order to:

• Spy (namely watch) the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents), like in the following example:

• Download with Attachments downloads a zip file containing all the messages (numbered list of .eml files and attachments) exchanged in the thread 
• Download without Attachments downloads a zip file containing all the messages (numbered list of .eml files without the attachments) exchanged in the thread
• Delete Interaction permanently deletes the chosen interaction (a confirmation is required)

Interactions log files

Interactions history is saved in files which are specific per channel. 

Add Agent to Email Account

On the Email Accounts list you can add Agents in two ways:

• select the Email Account and click on , than choose the menu entry Add Agent to Email Account:
  
• edit the Email Account and than click on the add menu button:

and select the agents from the list:

If the agents are not added to the Email Account, they will not be able to see the interactions exchanged in this account interactions list.