6.4. Fax and Email Processing 
You can use myAgent to receive email and fax and to assign them to specific categories (orders, complaints, service, etc.).
When processing fax and email, you can
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During the wrapup, you can assign the received fax and email to specific categories (orders, complaints, service, etc.). The assignment is made during the wrapup period by selecting a wrapup reason. An agent with the Supervisor or Administrator authorization level can define the wrapup reasons intended for a queue in the WBM and organize them into groups. When doing so, he or she also defines whether the specification of a wrapup reason is mandatory. You can specify multiple wrapup reasons for received fax and email. By evaluating the wrapup reasons, agents with the Supervisor or Administrator authorization level, for example, track the success of a promotion.
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Flag a fax or email for follow-up.You can set a time after which the fax or the email will be delivered to you again.
The primary aids for processing fax and email are Live Calls,
Calls List panels, the
Inbound Fax and
Received Email screen pops
and the Live Calls.
Screen Pop for Fax
When an inbound fax reaches an agent, the
Inbound Fax screen pop opens automatically for that
agent, provided an agent with the Supervisor or Administrator authorization
level has configured this feature in the WBM. The Inbound
Fax screen pop contains the following items for processing fax:
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Information on the fax:Queue, Phone number of sender (if transmitted), Date / Time, CC (additional recipients of the fax, if any) and Subject.
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Wrapup button
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Dial button
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Reschedule button
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Answer
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Reply
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History
The contents of the fax is displayed on the screen as a PDF or TIFF file.
Your administrator can configure whether the fax message is stored as a PDF or a
TIFF file on a is stored basis.
Screen Pops for Email
When an inbound call reaches an agent, the Received Email screen pop opens automatically for that agent, provided an agent with the Supervisor
or Administrator authorization level has configured this feature in the WBM. The Received Email screen pop contains the following items for processing email:
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Information on the email:Queue, From (email address of the sender), Date / Time, CC (additional recipients of the email, if any) and Subject.
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Email text
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Attachments
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Wrapup button
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Dial button
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Reschedule button
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Answer
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Reply
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History