Setting emails to pull rather than push

Liberty Converse / CX
1

Hi, is it possible to have emails as a single list which agents can pick from as they choose rather than emails presenting to agents?

At the moment emails get pushed to agents with the small yellow notification pop-up box which they have to accept or defer. I’m trying to reduce the number of interruptions agents have and feel it is unnecessary to accept emails the instant they come in. But I can’t find a way in the admin section to do this. We are using Converse CX. Thanks

2

Hi Vanessa,

You may have noticed that we’ve recently introduced the option for agents to pull emails instead of having them automatically pushed.

When this permission is enabled, agents will see a new option under the New Interaction button, allowing them to pull the next email they’re skilled to handle. You’ll also need to disable the Email media flag for those agents in the Agents view, as media flags determine which interaction types are automatically pushed to agents.

Alternatively, you can grant agents permission to manage live interactions, which allows them to cherry-pick emails directly from the live queue.

Hope that helps.

Jonathan Gunner

3

Thannk Jonathan, that’s great. Sounds as if it is worth looking at. Where do I find these options in the admin section of CX?

4

Hi Vanessa,

If you go into Group Members, then Roles. Click into a role and search for the permission “Can Pull Emails”.

Happy to jump on a call if that helps. Just ping me an email.

Thanks

Jonathan