Email Queues

What is an Email Queue?

An Email Queue is a way to route incoming mails to a group of agents.

For every email interaction request coming from a configured Email Account the Agents belonging to the Email Queue will be notified: if the email is accepted, the system will open a specific Tab showing the email thread (namely, the list of interactions belonging to the same conversation) on the Agent Desktop. 

The Email Queues Section

In the Email Queues Section you will find the existing Email Queues:

Click onof one queue to show the command menu in order to Edit or Delete it. You can also add one or many agents to the Email Queue.

To Delete or to Export in CSV one more queues you can select them and the related function icons   will appear on the right of the upper bar.

Go to Realtime Mail Queue opens the Realtime environment.

Create an Email Queue

To create a new Email Queue click the button :

Enter the Email Queue details:

• Name
• Strategy (Beepall/RRMemory)
• Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
• Description (optional)

Edit/Modify an Email Queue

Edit the Email Queue to change the following Settings:

• Strategy
• Agent Timeout in seconds  (i.e. the time in seconds the incoming interaction is notified to the Agent)
• Description (optional)

Add Agent/Team to a Email Queue

In order to add Agents or Teams to an Email Queue Edit the Queue and click on   or use the command menu functions and choose the agents to add: