Email Management

Multiple accounts. Intelligent distribution. Real-time monitoring and reports

Email Management

Multiple accounts. Intelligent distribution. Real-time monitoring and reports

Real-Time Analysis

Choose from a range of real-time widgets to track the volume of emails, agent assignment and response times. Track sentiment scores, text analytics and key topics, across your email channel.

Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total emails, total assigned, total completed and performance against a defined SLA… all broken down by individual agent.

Agent Workplace

Agents can review email history, the customer record, wider conversation history and any notes attributed to the customer. Email interactions can then be tagged and marked as completed.

Intelligent Distribution

Different email accounts (sales, support etc) can be routed to specific teams and agents, with the highest skill setting. Agents can manage multiple email accounts and assign emails to different teams or agents.

Advanced Features

A range of auto responses and pre-prepared templates can be set up, with advanced options around branding and design. Agents can easily select auto replies for increased consistency and speed of response.

Audit Trail & Reports

A full audit trail of all customer emails and agent responses is available, with a full set of agent and performance reports. All reports can be viewed online, as PDF, as CSV and can be set up as scheduled reports.

Real-Time Analysis

Choose from a range of real-time widgets to track the volume of emails, agent assignment and response times. Track sentiment scores, text analytics and key topics, across your email channel.

Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total emails, total assigned, total completed and performance against a defined SLA… all broken down by individual agent.

Agent Workplace

Agents can review email history, the customer record, wider conversation history and any notes attributed to the customer. Email interactions can then be tagged and marked as completed.

Intelligent Distribution

Different email accounts (sales, support etc) can be routed to specific teams and agents, with the highest skill setting. Agents can manage multiple email accounts and assign emails to different teams or agents.

Advanced Features

A range of auto responses and pre-prepared templates can be set up, with advanced options around branding and design. Agents can easily select auto replies for increased consistency and speed of response.

Audit Trail & Reports

A full audit trail of all customer emails and agent responses is available, with a full set of agent and performance reports. All reports can be viewed online, as PDF, as CSV and can be set up as scheduled reports.

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

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