RiverStar QueView

Integrate Email Handling into inContact for Intelligent Assigning and Rapid Resolution

QueView automatically routes inbound emails into customized queues based on specific topics, such as support, sales, general questions, etc. Instead of pushing emails to a specific agent who may not be trained (or available) to handle a topic, the emails go into queues where available agents can choose which emails they wish to respond to, based on priority, time-sensitivity, topic or any other criteria.

Section Link

RiverStar QueView allows organizations using NICE inContact to:

Answer emails rapidly, with greater accuracy — closing cases faster.

Assign emails to other agents, or queues if more expertise is needed.

Choose emails to respond to, focusing on SLA adherence, agent expertise, area of specialty, etc.

Create multiple queues based on any set of criteria, such as keyword, subject line, date, recipient, sender, etc.

Section Link

Features

Search Capability

Agents can search queues or emails based on topic, sender, subject, specific words, etc.

Self-Service Assigning

Agents can assign emails to themselves based on any number of criteria.

Assign Multiple or Single Emails

An intuitive checkbox interface allows multiple emails to be assigned at once.

Supervisor Assigning

Supervisors can assign emails from any queue to a variety of agents.

Multi-Threaded Assigning

Multiple agents can utilize the application concurrently.

Email Preview

Users can preview emails and assign them to agents directly from the preview.

Learn more on the NICE inContact CXexchange

Visit CXexchange

Section Link

Download the Full Datasheet

Download the RiverStar QueView Datasheet for A Full Features and Benefits Overview.

All fields required.

Contact Us

Ready to get started? Want to learn more? Either way, we want to hear from you.

MAILING ADDRESS

20 Danada Square West Suite 260 Wheaton, Illinois 60189