Elevating a Call or Chat to the back-office email team

Owned by Deanna Collia
Last updated: Jun 23, 2024
3 min read

Background:

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:

  • During the interaction

    • The agent will still be able to toggle back and forth between the live interaction and the email interaction.

  • After the interaction ends but before the interaction is disposed

    • The agent will be able to toggle back and forth to complete ACW for the primary interaction.

Elevating an Interaction to Email

1

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

 

image-20240606-171455.png

 

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.

image-20240507-201227.png

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

 

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.

 

 

 

 

6

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

 

 

Disposing the Interaction

1

Navigate back to the original interaction by clicking in the pane that contains the interaction.

 

 

2

Open the disposition notes area by clicking the check mark.

3

  1. Select the appropriate disposition according to CXone Disposition Dictionary

  2. Enter disposition notes according to Dispositions and Notes

  3. Add the Jira tag

  4. Save & Close