Pick behavior occurs in the following ways: First, agents
can pick interactions out of queue and send them to the Inbox. When
the interactions ring in the Inbox, agents can handle them. Second,
agents can choose to pick and reply to an interaction. Choosing
to pick and reply to an interaction sends the interaction to the
agent's Inbox from where the agents can handle the interaction.
Cc'd recipients are included in the reply.
Emails picked out of queue ring in the agent’s Inbox until the
interaction is put into reply mode. For more information on ringing
behavior, see "Ringing states in Ignite".
Note: - Agents cannot pick or pick and reply to interactions
from the queue if they are in Do Not Disturb.
- Agents may only pick or pick and reply to interactions from
the queue if they have the appropriate permissions.
The following procedures explain how to
- Pick an email
out of queue and handle the email
- Pick and automatically reply to an email
To pick an email out of queue and handle the email (DESKTOP)
- From
the Folders pane, select the queue from which the email will
be picked.
- From the List pane, select an email from the queue and,
from the Action bar, click the Pick button.
The
email is transferred to your Inbox.
- To handle the email, select Inbox and, in the List pane,
select the email.
Note: Additional handling options display in
the Action bar. For information on handling the email, see the appropriate
procedures in this section.
To pick an email out of queue and handle the email (WEB)
- Click Queues and
select the appropriate queue.
- Select an interaction or hover over the item avatar and click Pick
> Pick.
The email is transferred to your Inbox.
- To handle the email, click Inbox and select the email
or hover over the item avatar.
- Select either Reply or Reply all.
To pick and automatically reply to an email (DESKTOP)
Note: This action functions as 'reply all' if there are recipients
Cc’d on the original email.
- In the Folders pane, select the queue from which
an email will be picked.
- In the List pane, select an email from the queue and,
from the Action bar, click the Pick & Reply button.
The
email is transferred to your Inbox and opens in reply mode, with
all recipients copied.
Note: - Additional handling options
display in the Action bar. For information on handling the email, see
the appropriate procedures in this section.
- If the email to which you are replying has an existing draft,
the To:, CC:, and BCC: fields are cleared and refilled with the
default addresses based on the reply type selected.
To pick and automatically reply to an email (WEB)
- Click Queues and
select the appropriate queue.
- Select an interaction or hover over the item avatar and click Pick
> Pick and Reply.
The interaction is transferred to your Inbox
and opens in reply mode with all recipients copied.