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Setting up work queues for email processing

Updated on January 19, 2022

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.

For 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 operators.
  1. Create work queues in the Pega Platform application.
    For more information, see Creating a work queue.
  2. Assign CSRs or other operators to the work queues.
    Result: CSRs or other operators can select triage cases from the work queues in the Email Manager portal.

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