Email Queues

Overview

An Email Queue is used to route incoming email messages to a designated group of agents.

For each incoming email received through a configured Email Account, the agents assigned to the corresponding Email Queue will be notified. When an agent accepts the email interaction, the system opens a dedicated tab on the Agent Desktop, displaying the entire email thread.

You can access the Email Queues section from the Email menu in the main navigation panel.

In the section, you can easily search, filter, and sort to quickly find and manage the queues you need.

Open

 Clicking the three dots button (⋮) next to the queue, you can:

• Edit the email queue settings

• Associate teams to the queue (or remove them)

• Associate agents to the queue (or remove them)

• Associate profile to the queue

• Delete the email queue

• Go to Realtime panel

Create an Email Queue

To create a new queue of a digital channel, you can click on Add button and fill in the following details:

Open

• Name: specify a unique name for the queue.

• Strategy: choose a routing strategy:

  • Beepall: Delivers the interaction to all agents until one responds.

  • RR Memory: Routes the interaction to the next agent in the list after the one engaged last time.

  • FROM VERSION 3.60.0 on new experience Least recent: Routes the interaction to the agent who was least recently notified by this queue

The routing strategy can be modified later in the Edit Queue form

• FROM VERSION 3.60.0 on new experience Weight: each queue is assigned a weight that represents its priority level. A higher weight means higher priority. it is configurable with a range value from 0 (default) to 10 and it is a cross channel weight

• Agent Timeout: define the time (in seconds) before the incoming interaction is notified to the agent.

• Description (optional): provide additional context or information about the queue.

Discover how to configure queue settings with the routing model from version 3.60.0

 

Once created, the new Email queue appears in the Email queues list.

Edit an Email Queue

Edit → Settings

To edit the Email queue:

1. Go to the Email Queues list.

2. Locate the queue you want to edit (you can use the search box in the top-right corner to filter the list).

3. Click the three dots button (⋮) next to the queue to display the menu with available actions.

4. Select Edit Email Queue.

5. Modify the settings of interest. You can edit the following queue parameters:

   • Strategy

   • Agent Timeout 

   • Weight FROM VERSION 3.60.0

   • Description 

6. Click the SAVE button located at the top-right corner of the web interface to confirm changes.

Edit → Dispositions

FROM VERSION 3.51.0

On dispositions tab of a channel queue, you can configure dispositions (1st, 2nd, 3rd level) specific for the selected queue

Explore documentation about how to create and manage dispositions specific for queues

Agents Association

Add Agents

The Agents assignment can be performed in three ways Explore documentation about How to associate Agents to Queues

Add Teams

The Teams assignment can be performed in two ways Explore documentation about How to associate Teams to Queues

Add Profiles

You can assign Agent Profiles to queues in two ways Explore documentation about How to associate Profiles to Queues