Wrapping Up And Completing An Email Contact - Avaya Interaction Center User Manual

Chapter 4 Managing Email

Wrapping Up and Completing an Email Contact

When you have sent a normal email reply to a customer, you need to wrap it up and then you need
to complete it.
When you click the Wrap button, you are in WrapUp state. While in WrapUp state, you cannot
receive another email contact to replace this one. While in this mode, you may need to perform the
following tasks:
Log information about the session in a WrapUp dialog box.
n
n Follow a WrapUp script in Prompter.
To wrap up and close an email contact:
1 Click the Wrap button in the email toolbar.
2 If a dialog box asks if you want to confirm, click Yes.
3 If you see a WrapUp dialog box or a Prompter script, fill in the questions about this email
contact. For information about the dialog box or script, see
page
4 After completing any required wrap-up tasks, you can finish any optional follow-up tasks that
are appropriate while you are in WrapUp state. No new email contact can replace this one until
you click the Complete button.
See
while in WrapUp state. For example, you may want to submit information you used with this
customer to the Web Self-Service database. (See
5 Click the Complete button in the email toolbar.
The email contact is completed. It is removed from your Email task list.
120 Avaya Agent User's Guide
Tip: You can set a preference to control whether this dialog box is displayed
whenever you wrap up an email contact. See
67.
Chapter 6, "Performing Chat & Email Tasks"
"Setting Preferences," on page
"Wrapping Up Contacts," on
for information on tasks you may want to do
"Using Web Self-Service," on page
165.
172.)