Home Support Faqs How are e-mails assigned to specific agents or processors?

How are e-mails assigned to specific agents or processors?

The presorted e-mails are assigned to agents based on the following criteria: agent availability, language skills, area of responsibility and subarea of responsibility and, optionally, additional company-specific criteria (priorities). To prevent agents from taking too long to deal with time-consuming or involved e-mails, the e-mails are assigned using the push method. Each agent has to additional e-mails waiting in the queue in addition to the current e-mail to be processed. Once an e-mail is processed, the next one is opened, and the following one is placed in the queue. Once the agent logs off of the system, the e-mails in the queue can be returned to the pool.

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