Push and Pull Distribution Modes

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TEAM AND PERSONAL QUEUES

Two methods of email distribution give teams tailored control over who handles which email message. The push method automatically pushes emails to users, whereas the pull method puts emails into a collective pool for users to pick, choose, and pull. Using the email service queue, email messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull.

 

GRAB EMAILS FOR HANDLING

In our omnichannel contact center solution, email messages are handled in the unified Agent Desktop application, where agents work on email cases from internal and external contacts. Agents can “grab” any email from the team/service queue and place it into their personal queue for interaction handling. Once in the personal queue, email replies can be drafted and sent.

 

REDIRECT EMAILS TO THE TEAM

Should an email message make its way to an agent’s personal queue, where it should not be, the agent can easily push it back to the team queue or another service queue for appropriate handling.

 

HIGHLIGHTS

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LEARN MORE ABOUT EMAIL HANDLING

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Using the email service queue, messages can be either pushed to “ready” agents or placed into a shared queue for assigned agents to pull

[/bsf-info-box][bsf-info-box icon=”Defaults-exclamation” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”SERVICE LEVEL MANAGEMENT” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fservice-level-management%2F|||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

The time remaining before a service level commitment is breached is used to prioritize messages in the queue

[/bsf-info-box][bsf-info-box icon=”icomoon-HAWCONS-laughing-face2″ icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”KEYWORD AND SENTIMENT ROUTING” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fkeyword-and-sentiment-routing%2F|title:Keyword%20and%20Sentiment%20Routing||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Keywords and sentiment values extracted by Natural Language Understanding could be used to route and prioritize messages

[/bsf-info-box][bsf-info-box icon=”Defaults-folder-open” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”AUTOMATIC CASE CREATION AND TRACKING” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fautomatic-case-creation-and-tracking%2F|title:Automatic%20Case%20Creation%20and%20Tracking||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Each message is kept in a case—a virtual folder that is automatically created and updated—with the history of all communications with all related parties, irrespective of channel

[/bsf-info-box][bsf-info-box icon=”icomoon-METALIC-reply” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”FOLLOW-UP QUEUE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Ffollow-up-queue%2F|title:Follow-up%20Queue||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

Agents can mark replied-to cases for follow-up, and return to them at a later date to prod unresponsive parties or update customers of new developments

[/bsf-info-box][bsf-info-box icon=”icomoon-HAWCONS-book-bookmark2″ icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”BUILD-IN KNOWLEDGE BASE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fbuilt-in-knowledge-base%2F|title:Built-in%20Knowledge%20Base||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;” title_font_color=”#ffffff” desc_font_color=”#ffffff”]

A built-in Knowledge Base helps maintain training levels and consistency of replies. Knowledge Base supports full text search, use frequency, and content import and export

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BRIGHT PATTERN CALL CENTER SOFTWARE

The choice of enterprises of all sizes and across various industries

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