Configuring email options for multimedia queues

The Email options tab contains email queue-specific options. The Email options tab enables you to control if email interactions in the Ignite inbox are requeued when the agent logs out of Ignite, how long interactions can remain on hold for before being requeued, and whether or not agents can select the From address of the email response to interactions. The Email options tab also contains options for email signatures. For information on configuring email signatures, see "Applying signatures to email queues".

Note:

For email queues not automatically requeuing interactions on agent logout, emails are put on hold until the agent logs back in and removes hold. Once the hold requeue time expires, interactions are requeued whether the agent is logged in or not.

The following procedures explain how to:
  • Set whether email interactions in the Inbox requeue on employee logout
  • Set how long an email interaction can be on hold before being requeued
  • Enable agents to pick the From address on responses
To set whether email interactions in the Inbox requeue on employee logout
  1. Select a queue and click the Email options tab.
  2. To requeue email interactions on employee logout select the Requeue on logout checkbox.
  3. To keep email interactions on employee logout, deselect the Requeue on logout checkbox.
  4. Click Save.

To set how long an interaction can remain on hold or in the Inbox after logout before being requeued

Note:

When the 'Minutes an interaction can be on hold before being requeued' timer expires, the interaction is returned to the queue as the longest waiting interaction and the employee (if logged into Ignite) is put into System Make Busy. For emails, any text the agent entered is visible to the agent who handles the requeued interaction.

  1. Select a queue and click the Email options tab.
  2. Under Requeue options, enter the number of Minutes a contact can be on hold before being requeued.
    Note:

    Once the 'Minutes an interaction can be on hold before being requeued' timer expires, interactions are requeued whether the agent is logged in or not.

  3. Click Save.
To enable agents to pick the From address on responses
  1. Select a queue and click the Email options tab.
  2. Select Allow Pick From Address.
  3. Click Save.
Parent topic: Adding multimedia queues
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