Picking emails out of queue

Pick behavior occurs in the following ways: First, agents can pick interactions out of queue and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them. Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to an interaction sends the interaction to the agent's Inbox from where the agents can handle the interaction. Cc'd recipients are included in the reply.

Emails picked out of queue ring in the agent’s Inbox until the interaction is put into reply mode. For more information on ringing behavior, see "Ringing states in Ignite".

Note:
  • Agents cannot pick or pick and reply to interactions from the queue if they are in Do Not Disturb.
  • Agents may only pick or pick and reply to interactions from the queue if they have the appropriate permissions.
The following procedures explain how to:
  • Pick an email out of queue and handle the email
  • Pick and automatically reply to an email
To pick an email out of queue and handle the email (DESKTOP):
  1. From the Folders pane, select the queue from which the email will be picked.
  2. From the List pane, select an email from the queue and, from the Action bar, click the Pick button.

    The email is transferred to your Inbox.

  3. To handle the email, select Inbox and, in the List pane, select the email.
    Note:

    Additional handling options display in the Action bar. For information on handling the email, see the appropriate procedures in this section.

To pick an email out of queue and handle the email (WEB):
  1. Click Queues and select the appropriate queue.
  2. Select an interaction or hover over the item avatar and click Pick > Pick.

    The email is transferred to your Inbox.

  3. To handle the email, click Inbox and select the email or hover over the item avatar.
  4. Select either Reply or Reply all.

To pick and automatically reply to an email (DESKTOP)

Note:

This action functions as 'reply all' if there are recipients Cc’d on the original email.

  1. In the Folders pane, select the queue from which an email will be picked.
  2. In the List pane, select an email from the queue and, from the Action bar, click the Pick & Reply button.

    The email is transferred to your Inbox and opens in reply mode, with all recipients copied.

    Note:
    • Additional handling options display in the Action bar. For information on handling the email, see the appropriate procedures in this section.
    • If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields are cleared and refilled with the default addresses based on the reply type selected.
To pick and automatically reply to an email (WEB):
  1. Click Queues and select the appropriate queue.
  2. Select an interaction or hover over the item avatar and click Pick > Pick and Reply.

    The interaction is transferred to your Inbox and opens in reply mode with all recipients copied.

Parent topic: Handling emails in Ignite
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