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How to Retrieve an Email from the Team Queue

If emails are distributed via the Pull method, they will appear in your team queue. You can immediately see if there are any emails in the queue by checking entry Email in your Active Communications List. The entry will show how many emails you currently have in your personal queue (me) and in the team queue (team).

Email entry in Active Communications List with current status of personal and team queues

Viewing Team Queue Content

To view the content of the team queue, select the Email entry. Both your personal and team queues will be displayed in the Contact Info Panel area. You can use the splitters to expand the team queue view.

For each queued email, customer’s display name, arrival date/time, and the subject line will be shown. Depending on your system configuration, an abbreviated service name may also be displayed next to the arrival date/time. If such short names are used, you will receive their descriptions from your system administrator.

Email in team queue with customer name, service name, arrival time, and subject

To see the full sender’s email address, hover over the customer’s display name.

To see the full service name, hover over the abbreviated service name.

A bar indicator next to each email will indicate how close the current wait time is to breaching the service level agreement (SLA). The SLA is your contact center's "standard" time for replying to customers’ emails. The unshaded portion of the SLA bar represents the time remaining to the SLA breach. This time also defines the default order in which emails appear in the queue. In the following example, the first email is close to breaching the SLA, the second one has about a half of the SLA threshold time remaining, and the third has just arrived.

SLA indicators

You can sort emails in the team queue by SLA, arrival date, and subject, and choose either ascending or descending order of email appearance in each case.

Adjusting Team Queue View

If your team is assigned to handling emails for multiple services, you can adjust your team queue view to display emails for any one of those services separately or for all assigned services at once. The name of the currently selected service will be displayed under the queue title. To view another service, click on the currently selected service name and select the desired service from the drop-down menu. To view queued emails for all assigned services, click All.

Note: The limited screen space allocated for the team queue on the screen only allows to see a few emails. You can use scrolling to see more emails.

Team queue with the service filter sorting controls

Preview Email Content Without Retrieving It

You can preview content of an email in the team queue without retrieving it. To preview an email, click it once.

For more information about reviewing email content, see section How to Review an Incoming Email.

Retrieving Email

To retrieve an email for handling, double-click it. The Active Communications List will display the email icon , indicating that you now have an active email on your desktop. For subsequent email handling steps, see section How to Review an Incoming Email.

Note: If subsequent handling of a selected email involves replying or forwarding, you can also retrieve it for handling by selecting the corresponding action from the editing area. For more information, see sections How to Forward an Email and How to Compose a Reply.

Instead of retrieving an email for handling, you can move it to your personal queue for processing at a later time. To move an email to your personal queue, you can either click the Grab button in the reading pane, or drag the selected email from the team queue and drop it anywhere in your personal queue.

You can use the drag-and-drop operation to move multiple emails to your personal queue in one step. Click the desired emails while holding the Ctrl button. (If you select a range, you can click the first and last email in the range while holding the Shift button.) Drag selected emails and drop them anywhere in your personal queue.

Moving Email from Personal Queue to Team Queue

If you have selected an email from the team queue, moved it to your personal queue, and changed your mind, you can move the email back to the team queue. The same drag-and-drop operation is used to move selected emails from your personal queue to the team queue. When moving emails from one queue to another, drafts (if started for the emails) move along with the emails, no questions asked.

Instances in which you may desire to drag emails from your personal queue to the team queue include when an email was

• previously dragged from the team queue to a personal queue for any reason
• transferred from another agent and that agent’s team queue includes the service for which the email was received
• transferred from another agent and that agent’s team queue does not include the service the email for which the email was received. Note that if the service on the message has not changed, it will disappear from your view. Upon dragging the email back to the team queue, you will be offered the selection of email services to which you are assigned.

To move email to the team queue, click the desired emails while holding the Ctrl button. (If you select a range, you can click the first and last email in the range while holding the Shift button.) Drag selected emails and drop them anywhere in the team queue.

Select email(s) and hold down "Ctrl" to drag and drop email(s) from personal queue to team queue

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