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Pulling Emails From a Queue

If your Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. account has been configured to permit it, you can use the Pull feature to list the unread emails in your assigned email queues. You can then select a queued email interaction for immediate processing.

shows the tools you use to pull emails from a queue.

To pull email interactions from an email queue:

  1. In the Agent Console, set your status to Working Offline.

    If your status is Available, the Agent Console may offer you a new interaction before you can complete pulling email interactions from an email queue.

  2. In the Control panel, Status tab, and in the list of queues click Pull or in the Wait column, click the number of email interactions waiting in that queue.

    In the CRM panel, the Agent Console lists the selected queue's first 15 pending email interactions.

  3. In the list of queued emails, in the Subject column, click an email interaction to begin processing that interaction immediately.

    For information about processing email interactions, see Processing Email Interactions, on page 1.

    To delete emails, see Deleting Emails From a Queue.

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