Author Topic: Question Concerning Email Routing In Relation to WDE  (Read 422 times)

Offline lancer123

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Question Concerning Email Routing In Relation to WDE
« on: March 30, 2018, 11:17:57 PM »
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 :)

Offline vjicecool

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Re: Question Concerning Email Routing In Relation to WDE
« Reply #1 on: March 31, 2018, 12:28:42 AM »
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.