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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 [[supervisor-guide/AssigningEmailtoanAgent|assign emails to your agents]] manually, from the team queue and your ''My Queue''. You will also be able to [[supervisor-guide/ManagingPersonalEmailQueues|view and manage personal email queues]] (i.e., ''My Queues'') of all your agents. | 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 [[supervisor-guide/AssigningEmailtoanAgent|assign emails to your agents]] manually, from the team queue and your ''My Queue''. You will also be able to [[supervisor-guide/ManagingPersonalEmailQueues|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 [[agent-guide/GeneralInformationAboutHandlingEmail|Handling Email]] section of the Bright Pattern Contact Center ''Agent Guide''. | For general email handling functions available to agents of your team, see the topics of the [[agent-guide/GeneralInformationAboutHandlingEmail|Handling Email]] section of the Bright Pattern Contact Center ''Agent Guide''. | ||
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Latest revision as of 04:32, 29 May 2024
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.