Category

The category of a message is assigned automatically by the novomind iAGENT system. If the assigned category is wrong, the message can be recategorized manually by the agent or the supervisor.

The category of a message affects several aspects:

• To which agent should the request be distributed for processing?
• How high is the target service level for a specific request?
• Which text modules are available for creating a response to the request?
• Which email addresses are available for the external forward and BCC functions?
• Is a transaction code required for the request, and if so, which transaction codes are available?
• Does the agent response require clearance before dispatch?
• What standard text modules does the system automatically enter into the suggested response template?
• Which reply template is pre-selected?

Recategorization redetermines the above points.

Supervisors can attach a text with hints or descriptions to categories. The agent will see these texts in the dialog box for recategorizing mails and in the drop-down list for category selection of a new process.