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Email Queue module enables monitoring and saving of the Incoming and Outgoing email by integrating QueWeb email processing with your corporate email server. This module is administered from the Administration portal of QueWeb and is tightly integrated with existing system infrastructure and business rules, making the email communication channel an essential part of the business process. QueWeb allows Agents to receive, process and send replies to all emails without the need to install any additional software. The email processing is also a server-based module, requiring no installation or configuration at the client side. QueWeb Email Queue module can be used in addition to your standard email client, such as Outlook or Lotus Notes. Emails processed and sent from the QueWeb will also appear in your email client (certain limitations apply). However, when email is processed (sent or received) from the QueWeb client, it will be captured in QueWeb’s objects and attached to Tickets and Interactions. Using QueWeb for email communications in addition to your email client allows Agents to keep track of all incoming and outgoing emails in conjunction with the Customer records and their Interactions/Tickets. Email Attachments processed by QueWeb are also saved and linked to Tickets/Interactions. Most importantly, QueWeb provides a mechanism for routing emails to the appropriate users or groups of Agents within your organization, based on the customizable criteria. Outline of major functions performed by the Email Queue module:
• | All emails are stored in database, making a centralized maintenance and tracking a very easy and manageable process. Unified archiving rules and storage policies applied to all email communications.
• | Processing of Incoming Email from predefined Accounts (i.e. support@yourcompany.com)
• | Spam Filtering of incoming emails based on sets of customizable filters
• | Routing of emails based on a keyword for each email account
• | Notification and distribution of emails by Workgroup Tiers, Ticket Owners
• | Automatic Ticket and Interaction creation and assignment based on Routing Rules
• | Automatic tracking of email threads; emails threads are stored together and linked to a Ticket.
• | Reporting for any measurable statistics for email processing, categorization of emails for reporting purposes
The filters can be created based on a keyword combination, which are searched in the following fields within incoming email message:
• | FROM Address
• | TO Address
• | Subject
• | Body of email
Once you receive a message in the My Queue it means that it was not blocked by any of the filters and routed to you personally or the Workgroup to which you belong or you have been identified as the default Owner of this email. In the later case – no Routing Rules or filters were applicable. Incoming emails may automatically create a new Interaction or Ticket, which may be assigned to the Workgroup and Owner; this does not apply to secondary and consecutive emails on the same subject and replies to the original emails from the Customer in the same Subject, in other words if the Ticket was already created system will not create new tickets for the subsequent email communications relating to the same subject. If the Routing Rule was evaluated and email is routed - then a Ticket is created; otherwise the email is captured in Interaction object only. An Agent can create a Ticket manually from the Interaction. Attachments included in the emails will be displayed in the Attachments Form or if Ticket or Interaction is created – linked to the corresponding object. Users may delete emails depending on a specific set of User permissions.