• 3.10

Email Service Settings

This section explains settings specific to email services.

To view and edit these settings, select the Email tab of the desired email service.

Services and Campaigns > Email Settings

These settings are described in the following table:

Email service settings
Acknowledgement	The message that will be sent as an immediate response to inbound emails categorized to this service to acknowledge receipt of their request, advise them about the estimated reply time, etc. Acknowledgment is not considered a reply and will not affect any metrics related to this service. Acknowledgement is only sent for the initial email in an email thread. Acknowledgements are first prepared as articles in the Knowledge Base. For more information, see section Knowledge Base. To select an article that will be used as an acknowledgment for the given service, click on the link, enter some article keywords in the search field and choose the language. A list of matching articles will be displayed in the list below. Select the desired article; it will be displayed in the preview field. Note that in the current product version acknowledgement can only be defined in one language.
Distribution method	Method of email delivery to the agent desktop. With the pull method, all incoming email remains in the service queue and will be visible to the agents of the teams associated with this service (see description of the Assignments tab). The agents will be expected to manually pick email for processing from this queue. With the push method, incoming email is delivered directly to the agent desktop in the same manner as calls and chats. The agents will be able to either accept incoming email for immediate processing or move it to his personal queue for processing at a later time. For information about agent availability to process email interactions, see section Media Routing Concurrency. Note that the order in which incoming emails are delivered to agents (for push method) or appear in the service queue (for pull method) is determined first by priority and then by the shortest remaining time to breach the configured service level (see description of the Service Level settings below). For more information about email priority, see section Scenario Entries > Email.
Enable personal routing	Indicates whether personal email routing is enabled for this service. If enabled, the system will attempt to deliver any email identified as part of an existing email thread to the agent who composed the previous reply within that thread.
Personal routing timeout	If personal routing is enabled (see above), this timeout specifies for how long the system will wait for the agent who composed the previous reply to become available before switching to the regular distribution method involving all qualified agents. This timeout is essential for the push method only. For the pull method, such emails will be immediately delivered to the agent’s personal queue.
Return emails to general queue after	Specifies for how long the system will wait (from the moment the email is placed in a personal agent’s queue) before returning this email to the general service queue.
Return emails to general queue if SLA is breached	Indicates whether emails that have breached service level while in personal queues will be returned to the general service queue. See description of the Service Level settings below.
Service level, Replied emails	Specifies percent of emails associated with this service that are expected to be replied within the specified service level threshold (see below) relative to all replied emails.
Service level, Within threshold	Sets the service level threshold for this service, A service level threshold is the amount of time in which emails associated with this service are expected to be replied to. The reply time is measured from the moment the email is placed in the service queue to the moment when the first reply is sent. Acknowledgement is not considered a reply. The email service level threshold can be specified either in hours or in days and in either case excludes the time that is outside of the hours of operation specified for the given service.
Screenpop URL	* $(item.from) – sender’s email address $(item.to) – emails address in the To: field $(item.subject) – content of email subject This parameter is optional.