Nextiva Contact Center - Email Workitems

With the Nextiva Contact Center (NCC) system customers have a choice of channel preferences. The Nextiva system also handles incoming emails that are queued and routed by the built-in ACD. The incoming email can receive special treatment by the system including automated email acknowledgment, agent scripts, and suggested email templates. All of this is made possible by Nextiva’s built-in workflow engine. As a user you will be presented the scripts and the email response templates once you accept the ACD email offer. This is the icon for Email Workitems:

Supported File Types and Size Limit

Incoming Email from the ACD Queue

When you are available, and an incoming email offer is presented to you, the Notification will appear in the lower, right-hand corner of your screen. A notification will have:

1. The title consists of the name of the contact if one is found, or the phone number or email address, depending on the workitem type.

2. The creation date.

3. The campaign name, queue name, and the possible actions in the form of a text button. The actions on an offer are Accept (the user will answer the workitem) or Reject (the user will reject the workitem and will be sent back to the queue for the next available agent). A timer representing the number of seconds the user has to accept the offer until it is automatically rejected is shown. The duration of the timer is configured in the profile of the agent ≪Offer Timeout in Seconds». If the offer is rejected (by the user or automatically), the User Status will be set to ≪No Answer». You can set a different busy status by selecting a status from the drop-down menu in the Reject button.

Incoming Email Workitems

Upon accepting an email from the workitems tab, the email will open and show you the To address where your email reply will be sent, as well as the CC address if one exists. You will also see the subject of the email and a From address. The From address is the address that you are sending from. It is not recommended that you change any of these fields unless, of course, you would like to CC or BCC someone on this email.

If you receive an inbound email with attachments, you can select which of the attachments to attach/include in the reply to the email.

Survey

After accepting an email workitem, you may see a user survey. User surveys are custom-built by your Administrator. For questions on filling out the user survey, please speak to your supervisor or administrator.

Contact Tab

After accepting an email workitem, you can click on the Contact tab to reveal the Mini CRM screen. Here you can add or edit information about the customer. The contact screen provides you with the ability to get a quick look at essential customer information. This includes fields for name, address, email address, time zone, coordinates, date of birth, and customer ID numbers or case numbers. Depending on how your system is configured, you may be able to view the same contact information in a native, third-party CRM system that Nextiva is integrated with. The use of tabs here is to provide you with a shortcut to that section. You can also scroll down to the section you have selected.

Notes Tab

After accepting a workitem, you can click on the Notes tab to see existing notes on the customer taken by other agents and you can also create a new note. Depending on your authority or class of service, you may not be able to create new notes. This note-taking capability is set by your system administrator.

To add a note:

1. Click the + sign.

2. A pop-up window will appear.

3. Enter the title of the note in the Title field and the note in the Body text field

4. Click OK.

Data Tab

The Data tab will display all user defined variables that were created within this workitem.

Information Tab

The Information tab provides details on the workitem including priority, queue information, and start and stop times.

History Tab

The history tab reveals a chronological timeline of interactions with the customer. After performing a search, on the right-hand side of the screen you will see arrows. Clicking on an arrow that corresponds with a stored workitem will reveal more detail on that item The history detail in an active workitem screen will appear on the right-hand side of the workspace. After performing a search it provides a chronological history of interactions with the active contact. On the very top of the history section, you can click on the drop-down icon to choose how far back in history you want to see. Your choice will then display only items in that chosen time frame.

Selection of Timeline Items

1. Navigate to the History tab.

2. Click the magnifying glass icon in the Search field.

   1. Or click the Filter icon. A pop-up window will appear.

   2. You can manually search for a workitem and/or specify a date range in the Date Range field.

   3. Click Search.

3. You will see a history of workitems with the person contacted in the email. You will see workitems by type and a timeline.

4. Click on the black arrow next to an individual workitem in the timeline.

5. More details about the workitem will appear.

Events Tab

The Events tab provides information on workitems associated with the active work item. For example, the routing result and duration.

Clicking on Links in an Email

An agent cannot directly click on a link; when the agent clicks on a link, there will be a pop-up window with options. 

The first option is called “Open Link,” which opens the link in a new tab. The second one is “Style”. The third one is “Edit Link”. The fourth is “Unlink”.

Transferring an Email

If other agents are available, you can transfer an email. You can transfer an email from the list or the detail view. 

1. Click on the Transfer icon in the upper, right-hand corner of the workitem.

2. Once you initiate a transfer request, a list of options will appear.

You can:

• Transfer to user

• Transfer to queue

Outbound Emails

Sending Outbound Emails from the User Menu

To send an outbound email:

1. In the upper right corner of your user interface, click the avatar icon to access the User Menu.

   

2. Click Outbound Email.

3. A pop-up window will open. Enter the email address of the person you wish to send an email to in the To field. 

4. When you have completed typing the recipient’s address, and while your cursor is still in the “To” field, hit the Enter key on your keyboard. You should see a small “x” next to the address.

   

5. When initiating an outbound email from a contact, the Nextiva system will use the default email campaign that you have selected under user settings. To change the campaign, select the email campaign you wish to use from the Email Campaign drop-down list. 

6. Click OK.

7. After you click OK, you will be directed to an active email workitem where you can type the email.

   

8. You can add a subject in the Subject field.

9. You can send the email by scrolling down and clicking the Send icon. Or you can click the Send Email icon in the Workitem banner.

Sending an Outbound Email from a Contact

You can also send an email from a contact within the Nextiva system. 

1. Click the contact icon from a navigation bar or the User Menu.

   

2. Double-click the contact you want to send an email to. 

3. Select the envelope icon next to the contact’s email address in the Email field in the Information tab. When initiating an outbound email from a contact the Nextiva system will use the default email campaign that you have selected under user settings. 

   

NOTE: To see the outbound email you, will need to navigate to the workitem view.

NOTE: Busy Connect Again does not work with email workitems.

Email Signature

You can now add a signature that will automatically be added to email workitems. The Email Signature section will have an editor that can help you with the formatting of the signature.

There will be a toolbar across the top of the editor that allows you to modify the:

• Headings

• Font

• Font size

• Text formatting (bold, italics, underlining, and text color)

• Emojis (New emojis have been added to Nextiva that can be used anywhere messages are sent in Nextiva, including different skin colors, and you can search for emojis by emotion.)

• Lists

• Paragraph formatting

• Inserting links

• Inserting files

• Inserting images

• Inserting tables

• Cleaning

• Undo/Redo

• Expand the editor to full screen

NOTE: If you try to insert an inline image over 2MB, it will be added to the attachments instead of being inserted in the email. Files over 20MB will be rejected. If the total size of the files is greater than 20MB, you will receive an error message and the file will not be attached to the email.

NOTE: .eml files are supported. QuickTime (.QT) files are not supported.

To create an email signature:

1. Click the avatar icon.

2. The User Menu will appear. Click User Settings.

3. Click Email Signature on the left-hand side of the pop-up window.

4. Enter the email signature.

5. Click OK.