Marking emails as No Reply and Junk
Occasionally emails requiring no reply, like an out of office message, and junk mail, like spam, reach queues and agents’ Inboxes. Agents can mark these emails either as requiring no reply or as junk.
Agents can also junk emails directly from 'Failed' rather than attempting to reroute them.
Marking interactions as No Reply and Junk removes the interactions from Ignite. If the item is in queue or the Inbox, responses in progress are deleted.
Note:
- Multimedia interactions in queue tagged as Junk or No Reply from Interactive Visual Queue and Ignite are not included in queue Handled, Completed, and Offered counts.
- Agents may junk interactions only if they have the appropriate permissions.
To mark an email as No Reply or Junk (DESKTOP):
- In the Folders pane, either click Inbox, select the queue in which the email is waiting, or select a Failed folder.
- In the List pane, select an email and, in the Action bar, click either No Reply or Junk.
To mark an email as No Reply or Junk from the Inbox (WEB):
- Click Inbox and select an email or hover over the item avatar and click either No Reply or Junk.
To mark an email as No Reply or Junk from the queue (WEB):
- Click Queues and select an email queue.
- Select an email or hover over the item avatar and click either No Reply or Junk.
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