Hi CableGuy,
I can only give you an answer with my experiens, because we get every day
between 50 and 100 emails to 17 global email accounts like "info, support,
forum, sales, partner etc. and we also need to know who answered which
email.
We use our own software for this (Public ShareFolder) and we get all emails
into a central Outlook on a server and this Outlook can be shared (live). If
a user open an email, the email is "unread", so we know that somebody is
still in work with this email.
After he answered this email, he moved this email into a public folder named
"answered by user John Doe". All emails that he answered, are also stored in
a Public Folder "sent items of John Doe". Only the chief can delete or move
this emails. All other coworker can read this emails to see what does John
Doe answered.
With our new development (Public Web PST), we can do this over the internet,
like a Web Access, but we get a Web Access to a PST file. This is our way to
solve this problem.
--
Oliver Vukovics
Share Outlook without Exchange: Public ShareFolder
Share your contacts, calendars or e-mails
http://www.publicshareware.com
Thanks for your suggestion. I will take a closer look but I'm not sure
if this is what we're looking for.
As far as the knowing how many messages the csa's responded to - this
should be a fairly common management request. If 100 emails came to
(e-mail address removed), who responded to them? How long did it
take to respond to them? And what agents are doing teh majority of the
work? Maybe this is more than what I should expect with Outlook. I'd
prefer not to go down the CRM road because of expense and learning
curve.
