Sending interactions back to the queue
When interactions reach an agent’s Inbox, the interactions are in a ringing state until the agent clicks the Reply button and Ignite goes into reply mode.
Interactions can be sent back to the queue for several reasons. First, interactions requeue when declined by an agent. Second, ringing interactions in the Inbox requeue when the ringing timer expires. Third, interactions on hold requeue when the hold timer expires, including emails automatically placed on hold after agent's logout. Fourth, interactions in the Inbox can requeue on employee logout. However, administrative configuration determines requeue behavior for email interactions in the Inbox.
In each instance, the interaction is returned to the queue as the longest waiting. Unless logged out, the employee is put into a Busy/Make Busy state across all agent capabilities, and a System Make Busy is registered.
Requeued emails contain any response text drafted. This text is visible to other employees who handle the email. Agents can choose to include the drafted content when previewing requeued emails in queue.
Requeued chat and SMS interactions contain all of the previous interaction between contact and agent.
If the system immediately requeues interactions on logout, to avoid losing work we recommend that agents either complete their work or transfer the item to a queue before logging out.
- The time allotted to answer ringing interactions, the duration for which interactions can be on hold before requeuing, and requeue behavior for email interactions on employee logout is determined by administrative configuration. For more information, contact your supervisor or system administrator.
- Logging in and logging out of Ignite does not reset the duration interactions can be on hold before requeuing.