1. A customer sends an email into the system
2. The retrieval service picks up email from the email server for a
configured alias
3. An Activity is created in the system for the email and a Case is created
that will hold all subsequent, corresponding Activities
4. Workflow engine processes the new email based on the conditions
specified and subsequently assigns it to a queue or user mapped to CSQ
or Unified CCX agent respectively
5. If the workflow assigns the activity to a user directly, the user will find it
in the inbox on logging in. Or the agent can pull an activity to work upon
from the queue.
6. The agent responds to the activity and performs a ‘send’ and/or ‘send
and complete’ action. This sends an email response back to the
customer and the email activity is completed. A Case ID # is put into the
subject line of the outgoing email
7. The customer responds. The retrieval service picks up the email from the
email server and creates a new activity for the email
8. The system recognizes the Case ID# and threads the new activity into
the existing Case
9. The Activity is routed to a queue or an agent via a workflow.
10. Also all events are logged for each agent action during the lifecycle of
the activity, and this is useful for reporting on agent/user or queue/CSQ
or user group/team.