If you are configured to do so by your company administrator, you can reallocate emails to email queues, to different agents or to yourself.
Note: If you reallocate an email, the email is removed from the owning agent’s inbox.
Click play to watch a video overview on managing emails.
Click Email > Email Handling.
To reallocate an email:
Procedure #
Step 1:
Select the Allocated tab.
A list of queued emails that are currently allocated to agents is displayed. This includes both assigned and active emails.
Step 2:
Select the appropriate email in the list.
Step 3:
To reallocate the email to a queue and remove it from the list:
a. Click Place On Queue.
b. Select one of the following:
- Original queue
- Other queue
Step 4:
To reallocate the email to another agent, click Assign To Agent and select another agent who you supervise.
Step 5:
To reallocate the email to yourself, click Take.
If you are not currently working on an email, the email that you have just taken becomes your active email and its details and content are displayed in the Current Email box. However, if you are already working on an email, the email you have just taken becomes assigned to you (is listed in your My Emails inbox), ready for you to select and handle when appropriate.
Note: You can take allocated emails, even if emails are already in your inbox (assigned to you).
Parent topic: Email management
Related reference
Allocated tab
Current Email