Emails in queues are routed to a ready agent in the same way as telephone calls in queues. In other words, when an agent is ready, a contact is automatically routed through, without any active choice from the agent. Emails can be handled via waiting lists as well.
The factual emails can be processed in a separate email program or in Agent’s specific email window. If you see an email address in the name bar in the main window in ACE Agent's incoming emails will be sent to that address and you will the be processing the email in a separate email program. If you are going to read, write and send emails in ACE Agent the administrator first must remove this email address from your user profile in ACE Admin.
Regardless of where the email is processed, the email contact is processed in the same way, i.e. other functions in ACE Agent are used in the same way. An email contact is accepted, ended and shown in My contacts etc. In addition to this, the contact can, depending on your access rights, be parked and requeued in a general or personal queue.
Accept email and open email support function
The Accept button flashes when an email contact with an email has been routed to you. If you have not specified in Client settings that emails shall be automatically accepted, you click on the Accept button to receive the email contact. Other options for receiving emails are to press F10 on your keyboard, or to select Contact handling | Accept from the main menu.
For those processing emails in ACE Agent, the ACE Agent Received email support function is automatically opened when the incoming email contact has been booked for you.
Emails processed in a separate email program
If your organisation chooses to handle the email correspondence in a separate email program such as Outlook and Notes you see an email address in the name bar in the main window in ACE Agent. This is how you process the email contact and the actual email.
- You see your own email address in the title bar of ACE Agent’s main window.
- In the same way as for emails to be processed using ACE Agent’s email functions, the Accept button flashes when an email contact has been routed to you.
- Before clicking on the Accept button, you should make sure that the email is in the Inbox in your email program.
- Then you process the email as usual in your ordinary email program.
Never arrived
When an email contact is booked for you, a copy of the belonging email is sent to the Inbox of your email program. If the email did not arrive to your Inbox within a reasonable time you must not accept the contact. Instead you can
- click on the Never arrived button,
- press F12 on your keyboard, or
- select Contact handling | Never arrived from the main menu.
You will then be noted as Ready by ACE and you can receive a new contact. The ACE Server reques the email contact and will try to route the email to another agent. In Admin, you can set how long it takes for the Never arrived button to be activated.