Flagging Emails

There are two types of flagged emails that a supervisor can receive: Auto-Flagged Emails and Flagged Emails.

Auto-Flagged Emails:

When the Flag to supervisor checkbox has been checked for a certain client type, subject, sub-subject or resolution, the interaction involving that specific variable will automatically be sent to the agent's supervisor for review. The email will look something like this:

The two stars in the subject line of the email indicate to the supervisor receiving the email that this was an auto-flagged email, and that the agent did not specifically send it to them. The subject that will appear in the subject line will be the lowest form of categorization that the interaction was given.

The body of the email contains the name of the agent who was on this call and the phone number that they took the call on. The wording Not flagged in CCA indicates that agent did not flag this interaction to their supervisor themselves, as agents are not aware of the auto-flagging feature, and also includes the date and time that the email was sent to the supervisor and the reference ID number of the interaction with the customer. The supervisor can then use this information to follow up on the interaction if they choose to.

Flagged Emails:

Flagged emails are ones that are sent to an agent's supervisor after an agent has marked the interaction to be sent to the supervisor themselves. This happens when they check the Flag to supervisor box in the CCA.

After the agent presses OK, an email will be sent to their supervisor flagging the interaction. The email will look something like this:

This email contains all of the same information as an auto-flagged email, however there are not the two stars in the subject line, so the supervisor will know that the agent specifically flagged this interaction for them to look at. Also, the subject line will contain the flagging reason that was chosen by the agent from the drop down menu in the CCA.