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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