Rerouting failed emails
If emails fail to route, they are stored in Ignite’s Failed folder (DESKTOP) or in the History page under Failed (WEB). Ignite’s Reroute button removes emails from these locations and attempts to transfer them back to the queue.
Agents may also mark these emails as Junk or forward the email. Forwarding emails from Failed does not remove the original copy from these locations. Forwards in progress are housed in the agent's personal Drafts folder (DESKTOP), in the Forward subfolder (DESKTOP) or in the Inbox (WEB). If you reroute an email that has existing forward drafts, the drafts will be deleted.
For information on handling bounced and oversized emails, see "Handling bounced emails" and "Handling oversized emails".
We recommend that agents and supervisors check Ignite frequently in order to reroute emails that failed to route.
- DESKTOP - Under Processed, supervisors may see all emails that failed to route. Agents see only the emails sent to the queues for which they answer.
- WEB - In HistoryFailed, supervisors will see all emails that failed to route. Agents see only the emails sent to the queues for which they answer.
- While rerouting emails removes them from Failed immediately, there may be a delay before the emails are transferred back to the queue.
- Agents may junk interactions only if they have the appropriate permissions.
- In the My Folders view, expand the Folders pane .
- In the Folders pane, select a Failed folder.
- In the List pane, select an email and, in the Action bar, click Reroute. Alternatively, click Junk to mark the email as Junk and remove it from the Failed folder or click Forward to send the email to a recipient.
- Click History > Failed.
- Select an email or hover over the item avatar and click either Reroute, Junk,
or Forward.
If you select 'Forward,' the interaction is delivered to the Inbox where you can specify recipients.