Managing Workflow: SCTI uses various incoming email rules, as well as Round Robin message assignment to efficiently assign work to agents. Customer email inquiries are automatically assigned to the appropriate consultants so priority tasks are distributed in a fraction of the time. Whether creating a new keyword triggered rule or changing the permissions level of particular consultants, non-technical business administrators are able to use the Response Administration to implement changes themselves.
Email Reports: SCTI uses email reports to keep a close watch on the email volumes of their team members. By being able to accurately check the real-time distribution of messages within their system, they are able to make well informed changes to the setup of their email distribution process within Response.