Use the email feature in NICE inContact Agent for Oracle Service Cloud to receive and send emails. Set prioritySkill-based designation of the importance of contacts that determines delivery order. on email communications the same way as you do for phone calls, work itemsCustomizable method of delivering contacts to an agent via Studio scripts., and chats. For agents to have the ability to receive and send emails, create an email skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, assign users to the skill, create a point of contact or email address, and create a script that distributes inbound emails to the correct skills. When research or other follow-up task requires a delayed email reply, you may choose to "park" an active email contact and respond at a later time, without affecting your ACW (after call work)After Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction..
