Hi Ziyaad,
For your initial question, you can assign emails to users from the Queue Activity View: Manually assign a waiting interaction in a queue to an on-queue agent
You can preview an email before assigning it: Preview an email in queue and parked state
Emails with no responses - You can use the "Emails Sent" column on Performance > Interactions to see if an email has been replied to
Create Tag and using the tags: What tags are you referring to?
The last 3 questions might need a bit more detail on what you are trying to achieve
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 01-20-2025 05:58
From: Ziyaad Suliman
Subject: How do you pull an email and assign it to yourself or other users on purecloud
Few more questions on emails
Content visability or subject line. Can we see the subject line of the email while its waiting? This will make it easier to users to assign email manually
Emails with no responses - Can we report on this?
Create Tag and using the tags. How are these created or used?
responding customer > last agent interacted > how does it route back from a priority point of view (Set up in the IVR?)
Rules on priority (What can be changed by a supervisor vs admin users) > Relook in a bit more detail.
Block users from sending emails to back office users in purecloud.
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Ziyaad Suliman
IT Manager
Original Message:
Sent: 01-20-2025 03:20
From: Ziyaad Suliman
Subject: How do you pull an email and assign it to yourself or other users on purecloud
Hi All
please advise how can i pull an email and assign it to an agent on queue
Thanks
#DigitalChannels
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Ziyaad Suliman
IT Manager
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