Routing and assigning an email interaction to agents
Route and assign email interactions to the appropriate agents based on predefined rules and criteria.
When agents accept email interactions routed by Advanced Work Assignment (AWA), the interaction state changes from New to Work in progress and it’s assigned to the agent.
For information on the configuration required to route and assign email interactions, see Configure Advanced Work Assignment for routing email interactions.
Alternatively, agents can assign the email interactions manually.
Assign an interaction manually
Manually assign an interaction that is in the New state to yourself or another agent.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice_manager, or sn_customerservice.consumer_agent
About this task
Procedure
- Navigate to .
-
Select the List icon (
).
- From the Interactions section, select My Interactions.
- Open an interaction.
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Assign the interaction in one of the following ways.
Option Description Assign the interaction to yourself Select Assign to me. The Assigned to field gets populated with the agent's name and the state changes to Work in Progress. Assign the interaction to another agent Select an agent in the Assigned to field and select Save.