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Reviewing Outbound Email Activities

You may be a supervisor whose responsibilities include reviewing the content of outgoing emails. The system allows administrators to create an outbound workflow to facilitate this, in the form of a supervisory loop. Email activities can be processed through this outbound workflow before or after they are sent out of the system. Regardless of whether the messages are reviewed before or after they are sent, this allows supervisors to work directly with their agents to help improve and maintain the quality of their responses.

When an agent for whom this workflow has been configured clicks the Send or Send and Complete button, the reply, based on conditions, is sent to a queue from where you can pull the activity.

From the Advisor Desktop, there are multiple options you have available, depending on how the administrator configured the outbound workflow. If the supervisory queue is configured to route the responses before the email is sent to the customer, you can Accept the reply, thus sending the email to the customer, or Reject it, returning it to the original agent for revision. Reviewers can edit replies, modify attachments and provide feedback to the agent as part of this process. If the queue is configured to route the responses after the email sent to the customer, you can mark it as Quality Met if the content of the response is satisfactory, or Quality Not Met if it is not. Typically, this method of review is used when SLAs have a higher priority than response content. Please note that the system records the SLA of an activity when the reply is dispatched. Thus, agents configured for supervisory loops can fail to meet an SLA if the supervisor does not verify their reply in a timely manner.

Accepting Email Activities

To accept an activity:

Select the activity in the Inbox.
In the Reply pane toolbar, click the Accept button.
The reply is sent out of the system. Depending on the action performed by the initial agent (Send or Send and Complete), the activity may be completed when you accept the reply.

As a supervisor of the activity, you can modify the text, or the attachments, and these changes are reflected in the reply that is sent to the customer. If you do make changes, you should reject the reply and send it back to the agent for re-submission. This ensures that the agent receives appropriate feedback and is able to improve the quality of outgoing emails.

Rejecting Email Activities

To reject an activity:

Select the activity in the Inbox.
From More Options menu in the Reply pane, select the Notes option to attach a note if required..
In the Reply pane toolbar, click the Reject button.
The reply is not sent out of the system, and a new activity is sent back to the agent. The activity is tagged as a supervisory activity in the agent’s inbox.

Note that Supervisors can pick the rejected activities and work on them.

Marking the Quality of Emails

If the outbound workflow has been configured to route the activities to supervisor queues after a response has been sent, supervisors can review the emails and mark them as Quality Met or Quality Not Met. Reviewing emails this way does not impact SLAs since the responses have already been sent by the time the activities appear in the supervisory queue.

To mark the quality of an activity:

Select the activity in the inbox.
From More Options menu in the Reply pane, select the Notes option to attach a note if required..
In the Reply pane toolbar, click the Quality Met button if the response is satisfactory, or Quality Not Met if it is not.
Clicking the Quality Met button or Quality Not Met button completes the activity and the system identifies it as having been reviewed. The agent is not notified of any review performed on the activity.