Question Concerning Email Routing In Relation to WDE

[lancer123]

Hello,

We are trying to allow our Agents to pull an email from a queue if needed to be worked quicker than it can target an agent.  We are trying to get the agents to use interaction search to find the email of interest but are having difficulty.  Some of the emails show with a status of "In Queue" and others show with a status of "Delivery-In-Progress".  In both cases, the email is in a queue.  First, does anybody know what the difference is between the two statuses?  Second, would anybody know what permissions need activated for an Agent to open an email from the queue using interaction search?

Thanks,
Lance

[vjicecool]

Are interaction queue visibility configured in WDE?

usually supervisors have this view to see how many emails are there in queues, when selected and double clicked you an actually pull it that way.