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A call or chat that is not resolved during the interaction will be elevated to the back-office team to follow up via email.

Search the Jira queue for any open tickets for this customer.

  • If a ticket exists:

    • tag the agent that is assigned to the ticket in an internal comment with date and time the customer reached out and any additional comments.

  • If no ticket exists:

    • follow steps below.

An interaction can be elevated to email:

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Elevating an Interaction to Email

1

Click the elevate to email icon:

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Hover over the green area with the phone number and skill name (1). Select email (2):

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2

  1. Enter the email address corresponding to the appropriate back-office team:

  1. Select Email - Internal OB from the drop-down menu.

  2. Click the Email button to open the email.

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Note

When sending an outbound email to the back-office team, the Internal OB skill must be used otherwise the system will display an error message.

3

Enter the subject line of the email using the following format:

Contact Reason - Customer Name - Org

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4

  1. Open the quick replies.

  2. Select ‘Email to Jira’

  3. Click insert to add the template to the email.

5

  1. Enter the required customer information.

  2. To add the job link, click on the link icon and copy/paste the job link into the field and click save to add it to the email.

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6

When all required fields have been filled, click the Send button to complete the email.

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Disposing the Interaction

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