Objective

Applies To

• 8x8 Contact Center
• Email Queues
• Agent Workspace

Procedure

1. In Agent Workspace, set your status to Working Offline. If your status is Available, Agent Workspace may offer you a new interaction before you can complete pulling email interactions from an email queue.
2. Go to the My Assigned Queues in the Control Panel.
3. Click Pull or click the number of emails.
4. Check the sender or subject of the email, and click under the Subject column of an email you wish to open.
   • If the screen pop fails to open, clean up your browser cache and cookies and log back in.
   • If you have multiple emails opened in tabs, the screen pop tab, which displays the case number and customer name, helps you navigate better.
5. Click Accept Email.
   • Your status changes to Busy. The email creates a case, and opens in a new tab.
   • The Reject interaction button is disabled if your contact center administrator has not granted permission. This prevents agents from rejecting the interactions they are offered.
6. Your status changes to Post Processing, and then back to Work Offline. The email saves as a case in the Open state and is assigned to you. You can edit case details, reply, or create a new follow-up.

Additional Information