Set Email Priority is the method used by the operators and supervisors to resolve the issues of the customers based upon the level of urgency. A problem resolving priority…
Set Email Priority is the method used by the operators and supervisors to resolve the issues of the customers based upon the level of urgency. A problem resolving priority…
To add Quality Control Outbox Keywords following are the steps:
Quality Control Outbox is a feature used by the supervisors to review the email tickets and improve the quality of agent replies on email ticket.
To configure SLA follow the steps given below. Click to add a new SLA and the following screen appears. Add SLA Select Skill for which the service level is to be crea
Service Level is a functionality that allows an admin to create and manage the service levels for email tickets that are handled by the operators.
To configure a server follow the steps given below.
The ICE Admin Console provides the admin with a facility to configure servers.
Response Templates are templates used while sending a quick response to the customer. Example: An acknowledgment email received by the customer when he sends a request to an…
Email Filtering is a feature that an admin can use for filtering unwanted emails.
An admin can create a new Email Form by following the steps given below: