Working with Emails
Contact Expert v6.1 for Skype for Business Server
Email Tasks
If you have email media skills, you are ready to receive emails from customers as inbound tasks. Emails are delivered to your agent desktop automatically, so you have no chance to defer or refuse emails as opposed to inbound voice calls.
Email tasks are represented in the agent client application similarly to voice tasks. The task information is placed in the window title and the task tab label. You can use the task control functions to manage the interaction. The agent wallboard will advise if there are any emails waiting in any of your queue.
When a task is delivered to you, the actual email sent by the customer is popped up in a separate window.
Emails are automatically saved as draft, including any attachemnts, when navigating away from an active or parked email task editor. Rescheduled email tasks also contain previously added details.
Common Features of an Email Task
The page has three sections: Header, Attachments and Body sections and a vertical Side Menu at the left side.
The Header section displays some of the most relevant email header fields such as From, To, Cc, Bcc, Subject, Reply To, Send Date and Receive Date. It has two badges showing the content of From and Subject fields.
The Attachment section lists the files attached to the email. Each list item contains the name and the size of the file. Attached files can be downloaded by clicking the items in the file list. This section has one badge which shows the total number of attachments.
The Body section contains the composed text of the email.
Use the** Side Menu ***to perform actions. The first four button is for creating new emails or replying / forwarding an existing item (New, *Reply, Reply All, Forward). These might be familiar if you use mail clients like Outlook.
Use the ***Print ***button to print the email. This will open the Windows dialog where you can select the printer and set the printing options.
Use the ***Back ***button to navigate back to the previous page.
Use the ***Close ***button if you would like to close the window.
You can expand or collapse each section by clicking the icon next to the section title. This is useful to hide unnecessary information or focus on the content important to you.
Sections might have badges next to the section title. These show the most frequently used information and/or summary from each section. This provides key information without expanding a collapsed section.
If you are not sure about the purpose of a menu button, keep the mouse pointer over the button and a tooltip will appear with a summary text.
Once you have closed the Email popup window, you can reopen it any time by clicking the Email →Task Control →Restart button.
Replying to Emails
You can respond to emails by clicking either of the following buttons:
New | A blank email template will be loaded in the email editor window with no predefined recipient and subject. |
Reply | The original email body will be inserted into the email editor as a quoted section. Only the sender's email address will be added as the recipient. A RE: prefix will be added to the subject. |
Reply All | The original email body will be inserted into the email editor as a quoted section. All recipients of the original email (including the sender's and all the addresses in CC) will be added as the recipients. A RE: prefix will be added to the subject. |
Forward | The original email body will be inserted into the email editor as a quoted section with no predefined recipient. A FW: prefix will be added to the subject. |
After selecting the preferred option, the email editor will be loaded into the same window.
Header
You can add or remove recipients and change the subject of the email if needed.
To add an email address to the To, Cc or Bcc fields, just type the address in the empty text field at the end of the line and press Enter.
If you have been added an invalid email address by mistake, it is marked with red. Correct addresses are coloured with blue.
If you would like to remove an address from the To, Cc or Bcc fields, click the 'x' next to it.
If you leave the subject empty, you do not specify any recipient or you add an invalid email address, you will not be able to send the email.
The section has a single badge showing the Subject of the email.
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