Email and Cases Overview
Customer emails may be delivered directly to your desktop (Push), retrieved from a team queue (Pull), assigned by a supervisor to your personal queue, or transferred by another agent. Once you accept or retrieve an email, the processing steps are the same regardless of how it was received.
Some email interactions require only a single reply, while others may involve follow-up messages between your contact center and the customer. To support these conversations, every email is associated with a case and a thread.
Depending on your contact center configuration, you may handle multiple emails at the same time. However, only one email can be in focus at a time. The in-focus email is selected in the Active Interactions List, and the email working area displays and controls only that interaction. You can switch between active emails at any time by selecting a different one from the list.