Handling A Rejected Email - Avaya Interaction Center User Manual

Chapter 4 Managing Email

Handling a Rejected Email

Some or all of the emails you and other agents write to customers may be sent for approval (also
known as Quality Assurance) to another agent or a supervisor who has been designated as an email
Approver. This person reads the email and takes one of the following actions:
Approves the email and sends it to the customer.
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Makes corrections to the email, marks it as Approved, and sends the corrected email to the
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customer.
Marks the email as Rejected, along with a message explaining what needs to be done to make
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the message acceptable and sends the email for correction. It may be routed back to the original
agent who wrote the rejected email or to any agent, depending on the setup at your contact
center.
If you receive a rejected email in your Email task list, the email icon contains an X to indicate that
it is a rejected email. You should usually select this contact before other email contacts in the list
because the customer is still waiting for a reply.
To edit a rejected email:
1 Double-click the rejected email contact in the Email task list.
The Web Agent window displays the rejected email in Email Preview mode. The Information
Bar identifies this as a rejected message.
2 Read the message carefully, noting the comments that the Approver put in the email. Note what
changes are required to make the email to the customer acceptable.
3 Click the Reply button.
At this time, this email becomes a normal reply.
4 Edit the email according to the changes recommended by the Approver.
5 When you are finished, reread the message from the Approver and check that you made all the
desired changes.
6 Remove the message from the Approver and the original reply that was rejected.
Caution: The previous step is crucial. You must remove everything from this reply except the new
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message to the customer.
7 Read the entire message to check it again. Make any necessary changes.
8 When you are ready to send the message, click Send.
Depending on the setup at your contact center, the message is either sent back to an Approver
or sent to the customer.
118 Avaya Agent User's Guide