Functional principle
You have some e-mails boxes dedicated to the E-mail ACD, for example:
- E-mail box Hot-Line
- E-mail box Sales
- …
The Number of E-mail boxes managed by the server is 8, what corresponds to 8 competences.
The Agents of the ACD have, on their DAM banner of their PC, one additional zone allocated to the management of the E-mails. The following buttons are available:
- Log in (ready to handle e-mails)
- Log out (end of e-mails processing)
- processed e-mail
- Selection of one or several groups

Distribution Principle
The proposed solution realizes the following actions:
- Get back E-mails in the Boxes of competence,
- Allocate them to a queue of processing
- Distribute them (Sending of the e-mail in a Box of mails messaging) to the available active agents (no e-mail in the current processing) according to a cyclic priority.

Securisation
This solution has the following securisations:
A programmable timeout (by competence) allows to send an e-mail of alert to the supervisor of the competence in the following cases:
- E-mail sent to an agent, no processed in the lead time
- Threshold of E-mail in waiting, Possibility to configure a tolerated number of e-mails in waiting of processing, before sending an alert.

Statistics
This solution, has a data base allowing to follow the processing of e-mails. For every e-mail a recording is realized and contains the following fields:
- competence
- Recovery Date of the customer E-mail
- Recovery hour of the customer e-mail
- Distribution hour of the customer e-mail
- Name of the agent
- Processing hour of the customer e-mail
- Alert e-mail hour of to the administrator