Course

Each processing step that a selected message has gone through in the novomind iAGENT system is documented here in list form. This makes it possible, among other things, to track when the message arrived, which agents have already been sent the message, which external persons were involved in responding to the message, and when the message was answered/closed. A grayed out exclamation mark indicates that an interim message has already been sent to the customer.

The following is a list of the key processing steps documented throughout the process.

Message reception

The receipt of a message from an external party is documented with the recipient account.

If a message enters the novomind iAGENT system through the creation of a new process, its receipt and, if applicable, direct delivery to the agent (through the “Create + Edit” button) is documented.

Furthermore, a new process can be received by reactivating or duplicating a mail from the novomind iAGENT system. This type of reception is documented with a link to the original mail (see chapter “DUPLICATE PROCEDURES” and “REACTIVATE PROCEDURES”).

Routing a message

There are several ways in which a message arrives in the agents’ personal inboxes:

  • by automatic routing by the novomind iAGENT system
  • by manual routing by the agent (requires a separate authorization)
  • by internal forwarding
  • by resubmission

All routing variants are documented in the history of a message. The drop of a mail into the queue due to logout or recategorization is also documented in the history.

Automatic Routing

Automatic routing distinguishes between four cases:

  • Standard automatic routing
  • Privileged routing – The agent has already processed mail from the same customer in the recent past and therefore receives new mail from this customer preferentially.
  • Prioritized routing – New, reactivated and duplicated processes are immediately delivered to an agent with priority.
  • Bundling – If there are several open messages from the same sender or the same process in the queue, they are delivered in bundles if configured accordingly. The direct predecessor message of a bundled delivered message is linked in the history.

Manual routing

Manual routing is documented with an entry in the history.

Internal forwardings

Internal forwarding between agents is documented with delivery time.

Supervisors can forward from the supervisor interface only to logged in agents. As a result, internal forwardings by supervisors do not have a delivery deadline.

Internal forwarding of a ticket to an agent group is a special case in routing. Although the routing is triggered manually by the agent, several rules from the automatic routing take effect during the delivery.

To determine a suitable agent, the system determines a list of agents that:

  1. belong to the selected agent group
  2. are logged in and ready for the respective channel
  3. have open capacities in the inbox
  4. are in the correct location (if location-based routing is enabled)
  5. have the required language skills (if language-based routing is activated)

This order corresponds to the sorting during automatic routing with the exception that the priority of the agent within the category is not taken into account.
If no agent can be found that meets the above criteria, another selection process is carried out according to the same principle, but the last three criteria (mailbox capacity, location, language skills) are ignored.

The forwarding to an agent group is documented in the course of the message.

Resubmissions

If a mail reaches the agent’s personal inbox due to a resubmission, this is noted in the history:

External forwarding and resubmission

If the customer mail has been forwarded externally or an external query has been carried out, the question/note of the agent who sent the forwarding or query and, if applicable, also the existing answer of the external agent can be viewed directly via a link in the event column.

Clearance

The release process is fully documented. All versions of a response message that were created during the release process are archived and can be retrieved via history. The agent’s original response is titled “Response”. More recent versions can be identified by the entry “modified”.

Intermediate Versions and Intermediate notices

Saved draft responses are documented and linked throughout the course of a message. Likewise, the contents of interim notices can be viewed via the history.

Conclusion of a message

Completion of a message is documented with linking of response message and, if available, transaction code.

Error

If an error occurred when sending the response message, the error report for this delivery error can be accessed via the “Delivery error” link in the event column.