Customize Your Email Channel

Configure Email Post-Contact Work

Required permissions: Skills Edit

You can configure your contact center so that agents enter a post-contact state following the end of an email interaction with a contact. This can be a certain amount of time in an unavailable state during which the agent can take a break or write down notes, or you can configure dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. that the agent can apply to the contacts and configure the next steps for that contact. This setting is handled at the skill level.

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Search for and select the skill for which you want to add post-contact work. Alternatively, you can create a new email skill.
  4. Click the Post Contact tab.
  5. Select the type of post-contact work to be used in this skill.
    FieldDetails
    Automatic Wrap-upPlaces the agent in a post-contact work state for a certain amount of time after finishing an email interaction with a contact.
    Disposition

    Places the agent in an post-contact work state after finishing an email interaction with a contact to apply a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and input any required information based on the disposition, such as a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. time or a commitment amount.

    None

    When agents finish an email interaction with a contact, no post-contact work occurs. The agent immediately becomes available to take more contacts.

  6. Configure the post-contact work settings depending on your selection in the previous step. Automatic Wrap-up entails a preconfigured unavailable code and a max time limit for the agent to be in a post-contact state. Disposition settings are explained in the following drop-down:
    FieldDetails
    RequiredSpecifies that no time limit exists for an agent to select a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. after handling a contact. Selecting Required disables Max Time Limit.
    Max Time Limit

    Available only when you do not select Required. The maximum number of seconds that the agent can spend in the after contact work state before the contact is automatically dispositioned to No Disposition and the record finalized. If the skill is a Personal Connection voice skill, the agent state changes to the Timeout State.

    Select dispositions to use with this skill

    A table of dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. that you can make available for agents with this skill to apply to a record after handling a contact. You must choose at least one by selecting the corresponding checkbox and clicking Add. You can also click Add All to make all visible dispositions available to agents with this skill.

    Dispositions assigned to this skill

    A table of dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. already available for agents with this skill to apply to a record after handling a contact. You can remove dispositions by selecting the corresponding checkbox and clicking Remove. You can also click Remove All to remove all dispositions from the table.

  7. Click Save.

Set the Email Inbox Limit for Dynamic Delivery

If the user setting is different from the team setting, the user setting takes precedence.

Set the Default Team Email Limit

Required permissions: Teams Edit

  1. Click the app selector and select Admin.

  2. Go to Teams.

  3. Locate the team you want to edit. Click to open it.

  4. Click the Contact Settings tab.

  5. Click Edit.
  6. Update the Emails field.
  7. Click Done.

Set the Auto-Park Email Limit for Single Channel Handling

Required permissions: Teams Edit

Auto-parking puts new emails in an agent's inbox, allowing agents to control in which order they handle the emails. If the user setting is different from the team setting, the user setting takes precedence. There are limitations on where you can use this feature.

  1. Click the app selector and select Admin.

  2. Click Teams.

  3. Select the team you want to update.
  4. Click the Contact Settings tab.
  5. Click Edit.
  6. In the Auto-Park Emails field of the Team Defaults section, enter the number of emails you want to allow to be auto-parked for agents on the team. You can enter any number from 1-25, or enter 0 to disable auto-parking for the team.
  7. You can set a custom limit for an individual user on the team:
    1. In the Auto-Parked Emails column of the agent list, identify which user you want to have a custom limit.
    2. Enter the custom limit, which can be any number from 1-25, or enter 0 to disable auto-parking for the agent.
  8. Click Done.