##### Interaction Management Tasks

You can use the Supervisor Work Area to perform the following interaction management tasks, as long as your administrator has assigned you sufficient permissions to view, move, edit, and/or terminate interactions:

- Move interactions from (interactions can be moved when they are in interaction routing state and in queued state):

- Queue to Queue.

- Workbin to Queue.

- Workbin to Workbin.

- Queue to Workbin.

- Set the priority of interactions.

- Use macros to quickly perform multiple tasks on interactions.

- Open multimedia interactions that do not have the Handling status.

- Edit the attached data of interactions.

- Terminate interactions.

- Lock and unlock interactions. (This does not apply to interactions with the interaction routing state.)

- Send automated responses to e-mail.

- Perform content analysis on e-mail.

- Filter interaction lists, based on one or more fields (properties).

- Find interactions, based on one or more fields (properties).

- Print interactions lists and the details of individual interactions.

You can use these actions to solve many different interaction management issues. For additional information about the available actions, see Applying Actions.

## E-Mail Management Scenarios

The following three scenarios show how you might use the Filter, Require Content Analysis, Send Automated Response, and Terminate actions.

### Scenario 1: Managing Unexpected E-Mail

This scenario uses the following actions:

- Filter

- Require Content Analysis

#### The Problem

The marketing area of a large company launches an e-mail campaign to announce introductory pricing on a new product. However, the marketing area develops and administers the campaign without the assistance of the IT (Information Technology) area.

As a result, no one updates the e-mail routing or prioritization rules to effectively manage the campaign replies.

Consequently, the company's service level for normal e-mail traffic drops to an unacceptable level because a large number of campaign replies are mixed in with the normal e-mail traffic from customers and suppliers.

#### The Solution

1. The IT area learns of the problem and updates the routing rules, setting the new campaign replies to a low priority and sending an automated response to customers. The automated response contains an estimated wait time.

2. A contact center supervisor uses the Filter action to display the campaign replies that were received before the e-mail routing rules were updated. For further information about filtering, see Filtering Interaction Lists Overview.

3. The supervisor selects the campaign replies and applies the Require Content Analysis action. The routing strategy sets these replies to a lower priority and sends the automated response.

Now, contact center agents are able to handle normal e-mail messages within the company’s standard service level targets.

### Scenario 2: Sending Automated Responses

This scenario uses the following actions:

- Filter

- Send Automated Response

#### The Problem

An organization uses an e-mail campaign to announce introductory pricing on a new product. However, the marketing and IT areas never agree on a plan for handling replies received after the promotion ends.

As a result, a contact center supervisor needs to send selected customers an automated response indicating that the promotion is no longer in effect.

#### The Solution

1. The supervisor uses the Filter action to display the campaign replies that were received after the end of the promotion. For further information about filtering, see Filtering Interaction Lists Overview.

2. The supervisor selects the replies and applies the Send Automated Response action, which sends the replies to the automated response queue.

3. The routing strategy analyzes the content of the replies and sends an appropriate automated response.

### Scenario 3: Terminating Irrelevant E-Mail

This scenario uses the following actions:

- Filter

- Terminate

#### The Problem

A severe thunderstorm causes a large number of relatively brief power outages.

As a result, the local electrical utility has a large backlog of e-mail related to outages that no longer exist. The contact center supervisor needs to remove the e-mail from the system.

#### The Solution

1. The supervisor uses the Filter action to display e-mail that is related to the power outages. For further information about filtering, see Filtering Interaction Lists Overview.

2. The supervisor then selects the e-mail and applies the Terminate action, which stops further processing.

For an overview of the user interface controls, see Major Areas and Controls. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.