Hi,
I am looking to automate a process that should be automated using a specific system, but unfortunately is done manually now, via Outlook.
So, I am trying to track all the tasks that each agent has been working on it. Each case/task comes through a shared Outlook mailbox. Then, the agents will divide the cases between them.
The subject will contain the case details
The email will contain details(I am looking for status especially)
The name of the agent will be in the signature.
My best idea so far is to set up a Excel file that will be kept open for each agent, that will record in a sheet, row 2, the 3 things above(name of the agent, email subject, the work/phrase between "subject: " and char(160)) and save it automatically on a shared network drive, at a time of the day(let's say 4:00PM) with a specific name like "Agent X - Tracker yyyymmdd" and close it. In the next day it will start again.
This files will be used to create a master file at the end of the month.
The agents should not be able to modify the Excel file at all.
Keep in mind that is just an idea for now. So, I am looking on insights, ideas, hints on how I can automate this process in the best way possible.
Many thanks in advance for your time on this,
Paul
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