User Guide
Navigation Panels
On start, Email Logiq will search and retrieve all email conversations in the Genesys organisation where the endDatetime is null. This allows Email Logiq to give the user a holistic view of all pending emails in the system across all visible queues.
The Email Logiq interface is based around 3 panels:
Global Search Panel
The upper panel is the Global Search panel, where emails can be searched/filtered down to a manageable list.
Preview Panel
The lower panel is the Preview panel, which allows individually selected emails to be previewed. All messages in the email conversation trail, including auto-replies, can be previewed here.
Bulk Action Panel
The right-hand side panel is the Bulk Action panel, where bulk actions such as transfer or delete can be performed on the selected emails, as well as an export to CSV of the entire pending list.
Global Search Panel
On start, Email Logiq will search and retrieve all email conversations in the Genesys organisation where the endDatetime is null. This allows Email Logiq to give the user a holistic view of all pending emails in the system across all visible queues.
All emails found pending are automatically loaded into this table.
The lower right of the table displays the total currently displayed emails, and allows control of the page sizing by selecting the Rows per page dropdown.
The Global Search panel uses smart search capabilities to search all displayed fields, so users can enter a keyword or number, and Email Logiq will search sender and recipient addresses, subject, dates, queue, and skills, and render all emails matching the current selection.
Additionally, all queues in the system are automatically loaded into a dropdown, allowing quick filtering by queue.
Once an email or emails have been identified, the appropriate course of actions can be undertaken in either the preview or bulk action panels.
Preview Panel
To select an email for preview, simply click on it in the Global Search table. This will then render the email for preview viewing.
Shown above the email text preview on the left-hand side are the conversationId, sender, target, and subject.
If any custom participant data has been appended to the email during the architect flow, then those key:value pairs are automatically displayed on the right-hand side above the preview.
Claim
The Claim button allows the user to retrieve the currently previewed email from its current queue and assign it to themselves.
This will trigger an email work-item delivery to the current user using the Interactions panel in the Genesys Cloud interface.
Note: If the user doesn’t answer the email or declines it, then the email will be disconnected.
Disconnect
The Disconnect button allows the user to remove the currently previewed email from its current queue and close it immediately by performing a disconnect.
Transfer
The Transfer button allows the user to re-assign the currently previewed email to another queue in the organisation.
To use the transfer option, a queue must first be selected from the dropdown. Once a queue has been selected, the transfer button will be enabled.
Bulk Action Panel
To select emails for bulk actions, select the checkbox next to them to enable or disable them for bulk action operations.
All emails in the currently displayed table can be selected or unselected using the top checkbox next to the titles.
Transfer
The Transfer button allows the user to re-assign the currently selected emails to another queue in the organisation.
The bulk actions panel will show the number of emails that have been selected.
To use the transfer option, a queue must first be selected from the dropdown. Once a queue has been selected, the transfer button will be enabled.
When selected, a pop-up will ask the user to confirm or cancel their selection.
Selecting confirm will sequentially transfer the emails, staying within the bounds of Genesys rate limiting as well as allowing the user to cancel the transfers mid-process.
If cancel is selected, then the transfer process stops – emails that have not been transferred remain in their existing queue.
Disconnect
The Disconnect button allows the user to disconnect the currently selected emails and remove them from their current queue(s).
The bulk actions panel will show the number of emails that have been selected.
When the bulk disconnect button is selected, a pop-up will ask the user to confirm or cancel their selection.
Selecting confirm will sequentially disconnect the emails, staying within the bounds of Genesys rate limiting as well as allowing the user to cancel the transfers mid-process.
If cancel is selected, then the disconnect process stops – emails that have not been disconnected remain in their existing queue.
Export to CSV
The Export to CSV button allows the user to export a summary of all the currently pending emails. The export can be initiated at any time by selecting the Export to CSV button.
The export file will have the filename emailLogiq.csv.
The same columns that are shown in the Global Search panel are included in the export.
Note: All emails currently pending are included in the export file, not just those in the current filter view.
Routing of Salesforce Emails
If the routing of Salesforce emails is being used in the Genesys Cloud organisation, then those emails can also be previewed, filtered, and re-directed or claimed using Email Logiq.
Configuration
In the Salesforce process builder for email routing, Salesforce fields can be mapped to Genesys email fields.
Values assigned to the Display Address, Remote Name, Title, and Skills fields are passed through and are visible in the Preview Panel.
Multiple custom values can also be assigned to the Attributes field in Genesys, which are added as participant data.
Usage
When a Salesforce email is listed in the Global Search panel, then the Display Address, Remote Name, Title, and Skills fields are shown, as well as the currently assigned queue. All these fields are available for search and filtering.
When a Salesforce email is previewed in the Preview panel, then any custom fields mapped to attributes are also shown.
Use Cases
Cherry Picking
Use Case: Identify emails directly while still in queue(s) and claim them.
Business Benefits: Daily, agents receive phone calls from customers referencing emails (or even multiple emails) that they have sent.
When a conversation is previewed, all custom attributes assigned to email through the architect flow are available for review, empowering the user with more detail to make decisions.
Email Logiq allows the agent to quickly identify and claim the customer’s email and handle it while on the call with the customer – as well as deleting any other emails from the customer that are no longer relevant.
This has multiple advantages: It empowers the agents to solve customer enquiries without requiring supervisor assistance, which in turn aids customer satisfaction and first call resolution. This can aid in reducing overall handle time by reducing delays in the agent identifying correspondence from the customer.
Additionally, it also prevents wasted handle time from other agents who receive the email and begin working on the same enquiry, which in turn aids in reducing the overall handle time for agents and increases throughput.
Preview
Use Case: Identify emails directly while still in queue(s) and re-direct them to more appropriate queues.
Business Benefits: Daily, agents receive emails they are not appropriately skilled for, which then wastes their time as they re-assign them, or go off searching for answers.
When a conversation is previewed, all custom attributes assigned to email through the architect flow are available for review, empowering the user with more detail to make decisions.
Email Logiq allows agents and supervisors to triage emails while they are still queued, identifying alternate queues that may better address the customer’s needs, or even delete emails that do not need handling or are duplicates.
This can aid in first call resolution, as emails are directed to appropriately skilled agents to handle the enquiry, which in turn aids in reducing overall handle time.
Additionally, it also prevents wasted handle time from other agents who receive the email and aren’t appropriately skilled, which in turn aids in reducing the overall handle time for agents and increases throughput.
Salesforce Email to Case Routing
Use Case: Ability to triage Salesforce cases being routed to Genesys via the Salesforce case to email emails.
Business Benefits: Salesforce case routing via email doesn’t have email bodies to display, but they do have custom attributes added as participant data.
Email Logiq allows dynamic attributes configured in the Salesforce Process Builder to be automatically reflected in the UI, allowing the Salesforce administrators to add/append/alter the Salesforce attributes on the fly and have those values automatically reflected in the Email Logiq UI.
Attributes added as the email subject, or sender are fully filterable and using the Salesforce Process Builder
multiple attributes can be assigned to single fields allowing administrators to fully customise the fields available for searching and filtering.
When a conversation is previewed, all attributes assigned to the case are available for review, empowering the supervisor with more detail to make decisions.
Once an agent or supervisor has identified the case or cases to triage, they can be re-assigned to alternate queues that may better address the customer’s needs, claimed by that user, or even deleted if that is the appropriate action.
Re-queue Agent Owned Emails
Use Case: Manage staffing issues with re-queueing agent-owned emails.
Business Benefits: Sudden changes in agent availability or unplanned events affecting staffing may result in email interactions queueing and not being handled. Supervisors can quickly re-assign those emails to appropriately staffed queues to quickly mitigate the risk and ensure on-time resolution for the customer’s needs.