I have 1 telephone queue and 1 email queue, each day i have specific agents log into each queue depending on their work function for that particular day but all my agents are able to work both queues, it just depends on which queue i assign them to each day.
So today i had an officer logged into the phone queue and she got an email routed to her.
How is this possible?
I had agents in the email queue idle but it still routed to the agent who was in the phone queue.
thanks in advance for your guidance on this.
p.s. we are new to email interactions so this is all a bit of a learning curve for us.