Assigning Email to an Agent
Depending on your contact center practices, customer emails can be either delivered directly to agents (via the Push method) or shown in the team queue from which agents will be normally expected to retrieve them manually (via the Pull method). When emails appear in the Team Queue, as a supervisor, you can also assign them manually to the members of your team. You can also reassign emails to other members of your team from your personal email queue (i.e., your Personal Queue).
To manage your own Personal Queue and/or your Team Queue, select the My Cases entry. Your personal and team queues will be displayed in the Contact Info Panel area. You may have to drag the sizing panels up or down to view both queues at the same time.
For each queued email, the customer’s name and the subject line will be shown. A bar indicator next to each email will indicate how close the current wait time is to breaching the SLA. (The SLA is your contact center standard time for replying to customers’ emails). The unshaded portion of the indicator represents the time remaining to the SLA breach. This time also defines the default order in which emails appear in the queue.
If your team is assigned to handling emails for multiple services, you can adjust your team queue to display emails for any one of those services or for all assigned services at once. The name of the currently selected service will be displayed under the queue title. To view another service, click on the currently selected service name and select the desired service from the drop-down menu.
You can sort emails in the team queue by the following:
- Create time
- Update time
- Last customer update
- SLA Age %
You may choose either ascending or descending order of email appearance in each case.
Reviewing and Assigning Emails
To review the contents of an email, click it once. The email will appear in the reading pane on the right side of the screen. For more information about reviewing email content, including case history, attachments, and supplemental web pages and forms, see the Agent Guide, section How to Review an Incoming Email.
In the dialog window that appears, open your team folder, and select the desired agent. Alternatively, you can enter agent’s name in the Search field. Click Assign to confirm the assignment, or click Cancel to close the dialog window.
The email will be moved to the agent’s Personal Queue. Note that the position of this email in the agent’s queue will be determined by the remaining time to SLA breach (see above) relative to the other emails that the agent may have in the queue. If you wish to get agent’s immediate attention to the assigned email, consider sending the agent an internal chat message. For more information, see section Personal Chat.
If you wish to process the selected email yourself, click the Grab button in the reading pane. The email will be moved to your Personal Queue.