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  • 1.  How do you pull an email and assign it to yourself or other users on purecloud

    Posted 21 days ago

    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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  • 2.  RE: How do you pull an email and assign it to yourself or other users on purecloud

    Posted 21 days ago

    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
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  • 3.  RE: How do you pull an email and assign it to yourself or other users on purecloud

    Posted 21 days ago

    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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