From Bright Pattern Documentation
General Information About Email Queue Management
In addition to calls and chats, the agents of your team may be assigned to process customer requests made via email. In such a case, as the supervisor, you will be able to assign emails to your agents manually, from the team queue and your My Queue. You will also be able to view and manage personal email queues (i.e., My Queues) of all your agents.
For general email handling functions available to agents of your team, see the topics of the Handling Email section of the Bright Pattern Contact Center Agent Guide.
For instructions on how to manage queues and assign emails, see Tutorials for Supervisors, section How to Manage Queues and section How to Review and Assign Email to Agents.