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General Information About Email Queue Management

In addition to calls and chats, the agents of your team may be assigned to process customer requests made via email. In this case, as the supervisor, you will be able to manually assign emails to your agents from the team queue and your personal queue. You will also be able to view and manage personal email queues of all your agents.

For general email handling functions available to agents of your team, see the topics of the Handling Email section of the ServicePattern Agent Guide.


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