5.19:Supervisor-guide/GeneralInformationAboutEmailQueueManagement

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• 5.19 • 5.2 • 5.3 • 5.8

<translate>= 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.

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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). For more information, see Tutorials for Supervisors, section How to Review and Assign Email to Agents

As a supervisor, you may review and assign agents emails from your Personal Queue

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