Push and Pull Distribution Modes
Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull
TEAM AND PERSONAL QUEUES
Two methods of email distribution give teams tailored control over who handles which email message. The push method automatically pushes emails to users, whereas the pull method puts emails into a collective pool for users to pick, choose, and pull. Using the email service queue, email messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull.
GRAB EMAILS FOR HANDLING
In our omnichannel contact center solution, email messages are handled in the unified Agent Desktop application, where agents work on email cases from internal and external contacts. Agents can “grab” any email from the team/service queue and place it into their personal queue for interaction handling. Once in the personal queue, email replies can be drafted and sent.
REDIRECT EMAILS TO THE TEAM
Should an email message make its way to an agent’s personal queue, where it should not be, the agent can easily push it back to the team queue or another service queue for appropriate handling.
HIGHLIGHTS
- Push and pull distribution methods ensure emails reach the correct agents
- Email messages are either pushed to ready agents or pulled from the team queue
- Agents can redirect emails back to the service queue
- Emails from internal and external contacts are handled on the agent Desktop
LEARN MORE ABOUT EMAIL HANDLING
Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull
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The time remaining before a service level commitment is breached is used to prioritize messages in the queue
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Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages
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Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel
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Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments
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A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export
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BRIGHT PATTERN CALL CENTER SOFTWARE
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We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service
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