You can improve how customer service representatives (CSRs) triage emails in the
Email Manager portal, by optionally configuring work queues in Email Manager. By doing
this, you ensure that CSRs and other operators in different roles all have easy access
to the same triage cases for user issues and requests from one place.
example, to respond to user inquiries, CSRs can use a work queue listing user requests
related to car insurance, to quickly assign triage cases to themselves or to other
- Create work queues in the Pega Platform application.
- Assign CSRs or other operators to the work queues.