Avaya Interaction Center 6.0, Руководство пользователя, Страница: 103 / 220

Sending an Email to an External Agent
Issue 1.0 June 2002 103
4 If you see a Suggested Responses folder, look at the responses with the highest scores first. The
responses with the highest scores are displayed at the top of the list.
Note: If you do not see a Suggested Responses folder, no Suggested Responses have
been created for this message.
The scores give an indication of the likelihood that each response is a good one. In other words,
the higher the score, the more
likely it is that this is a proper response to the customer’s
question. However, only you can decide what is actually the best response.
Tip: You can hold your cursor over any Suggested Response to see information
about it, without opening it.
5 If the responses have attachments, verify that the attachments are appropriate for the
customer’s question.
6 Right-click each response and select View Resource. Read the responses one by one, until you
see one (or more) that you think answers the customer’s question. You may need to read all the
Suggested Responses to find the response (or the responses) that you think answer the
customer’s question best.
7 When you have found a response that you want to send to the customer, right-click it and select
Use.
The contents of the Suggested Response are inserted into your email reply.
8 If you want, add some additional text to address your customer directly, or make any small
changes that you think are necessary to better answer your customer’s question.
9 If you found other Suggested Responses that you think are appropriate, repeat Steps 7 and 8.
Each time you select Use for a Suggested Response, that response is added to the message. You
may need to add or delete text to help your customer understand the multiple responses.
10 When the message is ready, click Send.
Sending an Email to an External Agent
If you do not know how to answer a customer’s question or solve a customer’s problem, you
should forward the email to a person, usually outside of your company, who has been designated
as an external agent because of special knowledge or skills.
You use a special type of email when you forward a customer’s email to an external agent. This
type of email sends you or another agent an alert message if you do not get a response from the
external agent within a certain period of time.
To send an email to an external agent:
1 Display the email from the customer in Email Preview mode.