Declining emails

Agents can decline offered emails, sending interactions back to the queue as the longest waiting.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy across all media capabilities. A System Make Busy and a requeue count is registered for the employee . For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline an email (DESKTOP)
  1. In the Folders pane, click Inbox.
  2. In the List pane, select an email and, in the Action bar, click Decline.
To decline an email (WEB)
  • Click Inbox and select an email or hover over the item avatar and click Decline.
Parent topic: Handling emails in Ignite
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