Verifying Email contact routing to agents

Last Updated : Sep 08, 2016 |
Prolog information
Metadata
Keywords:
Use this procedure to verify that the email contacts are routed to available agents.
  1. Create a rest email using an Email application.
  2. In the Subject field, enter one of the keywords configured in the Omnichannel Administration Utility.
    ADDITIONAL INFORMATION:
    For example, sales.
    In the Omnichannel Administration Utility, keywords are configured in the E-mailKeyword Groups section.
  3. In the To field, enter one of the email addresses configured in the Omnichannel Administration Utility.
    ADDITIONAL INFORMATION:
    In the Omnichannel Administration Utility, email addresses are configured in the E-mailRecipient Addresses section.
  4. In Email Body, type a test message.
  5. Click Send.
  6. After some time, the system presents the email to a ready agent.
  7. Answer the email message.
  8. Verify that the message details are correct.
  9. Reply to the message.
  10. Continue to verify Email contact configuration in your solution.