Overview
Email Center is an application integrated within your Genesys Cloud organization that will help you to conveniently manage emails, increasing functionality and making your work with this channel easier.
Agents and supervisors in your organization can perform the following actions:
- View pending, closed and in-progress mails for each of the queues.
- Search emails by any date range, without restriction of the last 30 days.
- Filter conversations by different criteria:
- From
- To
- User
- Wrap-up
- Subject
- Finished/not finished mails
- Address
- Reply to multiple mails in bulk with the same reply and wrap-up code
- Finalize mails in bulk by indicating a common wrap-up code
- Manage a list of emails in follow-up (marked with a star) to perform an exhaustive treatment of your customer’s mails
- View and access the last emails sent by the customer quickly to have a global view of the customer and not only of the email on the screen.
- Search emails by subject line, without having to write it exactly the same (ignoring upper and lower case letters).
- Analyze the mails finalized by the system and identified as virus/spam to look for false positives.
- Send reply emails for already completed conversations (A new conversation will be generated including the message history and keeping the subject). This option allows you to reply to any of the messages in the conversation.
- View conversation timeline
- Transfer conversations to the agent, to the queue and to another agent of the organization from the same interface.
- End queued conversations
- Access to the history of the last conversations managed by the agent
- Real-time monitoring of queue statistics
- Search conversations by id or url from Genesys Cloud
- Email auto-response (configuration option so that agents do not have to manually answer incoming emails from Genesys Cloud)
- Translated into multiple languages
The following video will show you all the functionalities of Email Center.
