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電子メールは、プル受信方法を使って配信される場合、チームキューに表示されます。エージェントは、アクティブな対話リストのエントリ マイケース をチェックすることで、キューに電子メールがあるかどうか、すぐに確認できます。このエントリは、現在パーソナルキューおよびチームキューにある電子メールの数が表示されます。


チームキューの内容を確認するには、マイケースエントリを選択します。 パーソナルキュー およびチームキューは、コンタクト情報パネルに表示されます。チームキューをクリックして、その中のメールを確認してください。





添付ファイルのアイコン Add-Attachment-Button.png は、一つのスレッドの中で送受信されたメッセージに添付ファイルがあるかどうかを表します。このアイコンは、スレッド内で各メールの最後に表示されます。

A bar indicator next to each email will indicate how close the current wait time is to breaching the service level agreement (SLA). The SLA is your contact center's "standard" time for replying to customers’ emails. The unshaded portion of the SLA bar represents the time remaining to the SLA breach. This time also defines the default order in which emails appear in the queue. In the following example, the first email is close to breaching the SLA, the second one has about a half of the SLA threshold time remaining, and the third has just arrived. 各電子メールの横にあるバーのインジケーターは、現在の待ち時間がサービスレベルアグリーメント(SLA)に定める時間を超過していないかを表しています。 SLAとは、お客様に対する回答を提供するまでの平均時間を取り決めたものです。 SLAバーの網掛けのない部分は、SLA違反の残り時間を表します。この時間は、電子メールがキューに表示されるデフォルトの順序も定義します。次の例では、最初の電子メールはSLAに違反することに近く、2番目の電子メールには残りのSLAしきい値の半分が残り、3番目の電子メールはちょうど到着しました。

SLA indicators

You can sort emails in the team queue by Create Time, Update Time, Last customer update, SLA Age %, From, Subject, and Flag. In addition, you may choose either ascending or descending order of email appearance in each case. This is done by clicking the up/down arrow icon.

Team queue with the service filter sorting controls

Adjusting Team Queue View

If your team is assigned to handling emails for multiple services, you can adjust your Team Queue view to display emails for any one of those services separately 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. To view queued emails for all assigned services, click All.

Note: The limited screen space allocated for the team queue on the screen only allows to see a few emails. You can use scrolling to see more emails.

Preview Email Content Without Retrieving It

You can preview content of an email in the Team Queue without retrieving it. To preview an email, click it once.

For more information about reviewing email content, see section How to Review an Incoming Email.

Retrieving Email

To retrieve an email for handling, double-click it. (Note that double-clicking the email moves the email to your Personal Queue. The Active Communications List will display the email icon Email-Icon-50.png, indicating that you now have an active email on your desktop. For subsequent email handling steps, see section How to Review an Incoming Email.

Note: If subsequent handling of a selected email involves replying or forwarding, you can also retrieve it for handling by selecting the corresponding action from the editing area. For more information, see sections How to Forward an Email and How to Compose a Reply.

Instead of retrieving an email for handling, you can move it to Personal Queue for processing at a later time. To move an email to Personal Queue, you can click the Grab button in the reading pane, drag the selected email from the team queue and drop it anywhere in Personal Queue, or double-click it.

You can use the drag-and-drop operation to move multiple emails to Personal Queue in one step. Click the desired emails while holding the Ctrl button. (If you select a range, you can click the first and last email in the range while holding the Shift button.) Drag selected emails and drop them anywhere in Personal Queue.

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