What this is for
A shared mailbox has a design flaw: nobody is responsible until somebody feels responsible. Email therefore runs through the same distribution as calls.
Subject and body are analysed, case and customer numbers extracted. That determines which queue the message belongs in.
The difference
No shared inbox where cases sit unattended — every email has an owner.
Without
The email has sat in the shared inbox for three days. Two colleagues saw it, neither acted.
With
It was assigned on arrival and sits as an open case at one desk.
What the module does
Content analysis
Subject, priority and case reference are recognised.
Assignment
By skill and availability, as with calls.
Canned responses
Canned responses and spell checking.
Fax included
Faxes arrive in the same inbox.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Assignment
- By subject and skill
- Recognition
- Case and customer number
- Deployment
- On premises or data centre
- Integration
- CRM, ERP, database
